JOB TITLE: Customer Service Officer
LOCATION: Churchill Square Shopping Centre, Brighton BN1 2RG
CONTRACT: Permanent
PAY RATE: £12.97 per hour
SHIFT PATTERN: 4 on 4 off, 25.5 hours per week
ROLE OVERVIEW AND PURPOSE
Churchill Square Shopping Centre is Brighton’s main shopping complex and is in the heart of Brighton benefitting from easy commuting from the city centre and surrounding areas. This position is for a Part Time Customer Service Advisor working an average of 25.5 hours per week, on a four-on-four-off rolling rota, at £12.97 per hour. Annual leave is calculated on a pro-rata basis including public holidays.
Churchill Square Shopping Centre Advisors are responsible for the safety and welfare of members of the public who visit the Centre, ensuring that they have a pleasant shopping experience without fear of any incidents occurring.
Main Duties & Responsibilities:
1. Deliver high quality service to customers in person, by telephone, and by e-mail.
2. Provide information about and assistance with the following:
* The Shopping Centre facilities and retailers
* Job vacancies in the Shopping Centre
* Centre car parking information and tariffs
* Managing the Collect Plus service
* Promote and sell Gift Cards, process card payments, and keep precise records of sales and transactions
* Forthcoming events within the centre and local area
* Additional services offered by the Shopping Centre, for example, Shopmobility
* Brighton City Centre facilities
* Community services in the locale
* Local transport information and schedules
* Directions to/information about local tourist attractions
1. Deal with customers in a professional manner, offering immediate solutions whenever possible.
2. Handle customer complaints professionally.
3. Answer phones and assist with various administrative tasks.
4. Deal with lost/found property.
5. Pass on information to Security regarding incidents within the Centre.
6. Report defects/spillages within the Centre.
Administrative Tasks:
1. Communicate and liaise effectively with Tenants, Centre managers, and Security.
2. Work as part of a team providing customer service support.
3. Ensure that information displayed is kept up to date.
4. Update the Job Vacancies list daily.
5. Typing, filing, and administration to support the operation of CSD and the Centre Management Team.
6. Collect and provide feedback to the Centre Management on visitor comments.
7. Maintain accurate and computerized databases on all necessary information.
8. Use and maintain spreadsheets to update statistical data and performance monitoring information.
9. Understand the building's unlocking and locking up procedures.
10. Assist in emergency situations.
11. Manage photocopying for tenants.
12. Conduct surveys for the CSD service and similar customer service activities.
13. Support retailers by developing and building relationships.
14. Log and update Centre faults.
15. Ensure the CSD desk is well-presented and welcoming to all customers.
Person Specification:
* Promote a clean and safe working environment.
* Have strong customer service skills.
* Ensure all health and safety procedures are applied.
* Maintain critical standards for professionalism, service, speed, and quality assurance.
* Adhere to new policies and procedures for a respectful workplace.
Essential:
* Sound communication skills.
Desirable:
* Good customer service skills.
* Ability to respond effectively to urgent customer requests.
* Attention to detail.
* Flexibility and adaptability to change.
We’re proud to offer a great range of benefits including:
* 24/7 GP: Speak to a UK-based GP from home.
* Mental Health support and Life Event Counseling.
* Get Fit Programme.
* Financial and legal support.
* Cycle to work scheme.
* Access to Perks at Work, our innovative employee app.
ABOUT US
ABM is one of the world’s largest providers of integrated facility services. We provide essential services that improve the spaces and places that matter most. For more information, visit www.abm.co.uk.
ABM is committed to employment practices that promote diversity and inclusion.
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