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Customer Service Advisor

3 months ago

Sunderland, Sunderland, United Kingdom OCS Group Full time

About The Role:


As a customer service assistant your main duty will be to staff the shopping centre desk or mall ensuring a safe and secure environment while offering fantastic customer service to all visitors and retailers, dealing with any customer queries or issues and if appropriate offer alternative shopping solutions.


As you will be the first contact with many visitors that raise any queries, excellent customer service skills are required.

A flexible approach to work is required as additional cover will be required from time to time.

Duties / Responsibilities:

  • To provide an information and enquires service to the general public visiting the centre and to deal with customer complaints.
  • To assist in promotional and marketing activities undertaken within the Centre i.e. beach, grotto and from the Customer Information Desk. Out of hours working may be necessary
  • To sell merchandise and services relating to the Centre and other partnership organisations, including gift cards.
  • To display and stock the information kiosk with relevant brochures, leaflets, magazines and sales merchandise and to keep the area tidy and free from litter at all times.
  • To keep updated with activities at the Centre and within the City, including tenant promotions and City initiatives and to liaise with bus, coach and taxi companies regarding the services provided to the city centre.
  • To keep a record of all lost/found property
  • To provide a faxing and photocopying service for the public.
  • Answer incoming telephone calls and deal with these in an efficient manner. If you are unable to provide immediate answers, find the appropriate information and contact the customer on the same working day.
  • To be aware of Health & Safety matters and to report incidents. To assist retailers and the public in event of evacuation in the Centre.
  • To liaise with retailers on a regular basis and assist where necessary. Deliver correspondence within the mall and to undertake and collate survey information from retailers and customers.
  • To update and monitor the centre job vacancy and advertisement boards.
  • Assist with first aid or accident incidents within the centre.
  • To be involved with City wide events and to act as an excellent ambassador i.e. concerts, Air Show.
  • Assist with social media i.e. face book, twitter.
  • Compile rotas in relation to business demands and manage contracted hours.
  • Complete and submit OCS extra hours form.
  • Staff holidays, complete form and submit to D&V.
  • Conduct yearly staff one to ones via OCS form stack and submit.
  • Oversee any problems with the gift cards and sign new shops up to gift card scheme
  • Attend management meetings where possible.
  • To be involved with City wide events and to act as an excellent ambassador i.e. concerts, Air Show.
  • Assist with social media i.e. face book, twitter.
  • Compile rotas in relation to business demands.
  • Complete and submit OCS extra hours form.
  • Staff holidays, complete form and submit.
  • Conduct yearly staff one to ones.
  • Oversee any problems with the gift cards and sign new shops up to gift card scheme
.

  • Attend management meetings where possible.
  • Assist with staff recruitment.
  • Complete OCS weekly site audits and submit.
  • Any other duties as directed by Centre Management.

To succeed in this role you will need:

  • Must be reliable and prepared to be flexible with working hours.
  • Must be able to travel to work outside normal hours i.e. bank holidays, late nights.
  • Must be prepared to take part in training relevant to the role.
  • Must embrace the inhouse 'On Brand' ethos.
  • Smart and well presented.
  • Pleasant/Approachable manner.
  • Physically able to assist others in the event of an evacuation.
  • Ability to use computer programs including word and excel.
  • Ability to communicate with the public by telephone and face to face.
  • 3 day IOSH Managing Safely.
  • Makem Smile or City Greeter Scheme.
  • IT Qualification.
  • Cash handling experience.
  • CS and Event experience ideal.

Working Conditions:

  • Please note you will be working as a Customer Service Assistant covering 4 or 7 hour shifts between 0900 and 1700 parttime contract of 18 hours per week, working days between Monday to Sunday.
  • Special access to discounts and various support channels.
  • Potential for future training.

What you will get in return:

  • A pension scheme
  • to save for the future
  • eligibility rules apply
  • Access to high street discounts and centre staff discount scheme
  • Access to low interest loans
  • Recognition scheme 'OCS True Stars' monetary rewards given to top performers
  • Training and Development
- apprenticeships, e-learning, English as a Second Language and our award nominated 'Impact' Programme

  • Long Service Awards
  • Cycle to work scheme
- discounted bicycles

  • Access to our Employee Assistance Programme
  • 247 Wellbeing Support

About Us:

OCS UK & Ireland, part of the OCS Group, is a leading facilities management company provid