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 benefiting 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. They are also responsible for providing assistance to all customers who visit Churchill Square.
Main Duties & Responsibilities:
1. Deliver high-quality service to customers in person, by telephone, and by e-mail, as per the Shopping Centre customer service mission statement – “Working together to provide the best possible Customer Experience.”
2. Provide customers and all other visitors with 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, such as 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 and passing relevant comments to Centre Management.
2. Handle customer complaints professionally.
3. Answer phones and assist with various admin 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 - Under direction from the Centre Managers:
* Communicate and liaise effectively all relevant information to Tenants, Centre Managers, and Security.
* Work as part of a team providing customer service support where required.
* Ensure that information displayed is kept up to date and stocks are reordered as appropriate.
* Update the Job Vacancies list daily.
* Typing, filing, and administration to support the operation of CSD and the Centre Management Team.
* Collect and provide feedback to the Centre Management on visitor comments, including written reports.
* Maintain accurate and computerized databases on all necessary information regarding the Centre.
* Use and maintain spreadsheets to update statistical data and performance monitoring information.
* Understand the building's unlocking and locking up procedures and assist if necessary.
* Assist in emergency situations.
* Manage photocopying for tenants.
* Undertake learning and development activities, such as attending training events.
* Work with the Centre Management Team in conducting surveys for the CSD service and similar activities.
* Support retailers by developing and building relationships.
* Log and update Centre Faults.
* Work alongside colleagues, contractors, and customers in a pleasant and cooperative manner.
* Ensure the CSD desk is well-presented, tidy, and welcoming to all customers.
* Complete additional tasks as reasonably requested by the Centre Management Team.
Person Specification:
* Promote a clean and safe working environment by ensuring all tasks are conducted in line with company policies and procedures.
* Strong customer service skills.
* Ensure all health and safety procedures comply with legislation and company policy.
* Maintain critical standards for professionalism, service, speed, and quality assurance.
* Adhere to new policies and procedures to ensure a respectful workplace.
Essential:
* Sound communication skills.
Desirable:
* Good customer service.
* 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 Lifeworks, our innovative employee app for discounts, resources, and urgent support.
For more information about ABM’s benefits, visit our careers page.
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. ABM delivers custom facility solutions to properties across various industries. For more information, visit www.abm.co.uk.
ABM is committed to employment practices that promote diversity and inclusion in employment.
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