Guest Experience Lead

6 months ago

Braintree, United Kingdom Mitie Full time

Job ref - 52017

Job Title - Guest Experience Lead

Hours of work - 40 hours per week Monday to Friday but with flexibility to support evenings and weekends as and when required

Rate of Pay - Competitive

**Key Purpose**:
A great opportunity has arisen for a Guest Experience Lead, this is an essential role within the Guest Experience department who will be required to hit the ground running, and to work alongside the team to improve the efficiency of the department.

Working in partnership with all areas of the business to deliver a proactive world class customer service and drive operational improvement to ensure first class relationships and the delivery of exceptional customer service and experience are achieved at all times.

This Lead position will involve effectively managing the team's day to day duties while also acting as part of the team and leading by example whilst ensuring that the centre offers our customers a superb experience consistently, whether it's for shopping, eating out, leisure or utilising our services.

**Main Duties of a Guest Experience Lead**
- You will work closely with our Guest Services Experience Manager in the running of the Guest Services team which provides the first point for a variety of stakeholders visiting the shopping centre such as customers, retailer's businesses, and contractors.
- You will have an excellent track record of driving exceptional customer service and will always put the ‘customer' and their expectations at that heart of what you do.
- Understand our customer' expectations and go out of your way to demonstrate commitment in exceeding them. Ensuring that the customer experience is always at the top of everyone's agenda.
- Oversee and motivate the Guest Services team, be enthusiastic, driven and have the ability to lead a team effectively. You will be the main contact between the Guest Services Desk and Centre Management.
- Within the role you will oversee customer experience throughout the centre, working with all service teams such as security and housekeeping to ensure the highest standards of customer service are delivered at all times.
- Ensure guest services team maintain a professional delivery model to all stakeholders within the centre, exceeding customers' expectations
- Support the Guest Services team in the effective delivery of services.
- Drive the gift card program by raising awareness and sales particularly during seasonal times of the year such as Black Friday, Christmas, and New Year.
- You will ensure customer experience levels across all centre touch points form the standards of customer toilets and malls to the Guest Services desk and online customer enquiries and centre services.
- You will maintain up to date knowledge of local events and promotions within and around the centre to ensure regular and accurate communication of information.
- Challenge situations and poor performance issues within the team as required and to follow HR procedures such as disciplinary action when needed and monitoring team timekeeping and absences.
- Ensure departmental compliance with all aspects of Health and Safety/quality assurance and audit requirements.

**What you will need to be a successful Guest Experience Lead**
- Experience of managing/leading teams in a customer-focused, fast-paced environment.
- Encourage and embrace change
- Forward-thinking, progressive attitude
- Be reliable and willing to go the extra mile to support the team to deliver excellent customer experience to all customers visiting the shopping centre.
- Ability to take ownership and supportive to both the team and senior management
- Smart and well presented, with a keen eye for detail.

**Key Strengths - Essential**
- Excellent inter-personal skills and an ability to establish credibility quickly.
- Ability to supervise and delegate responsibilities
- High level of enthusiasm for the role
- Customer focused
- takes a positive approach in dealing with customer issues to a positive outcome, with a genuine desire to help people
- Effective time and priority management
- Excellent organisational skills
- Encourages team members to set their own priorities. Anticipates who needs support and provide help.
- Spread enthusiasm amongst the team and acts as a role mode, adopting a can-do approach and constructively challenges others who are negative in their approach.
- Clearly and confidently communicates at all levels.
- A flexible approach and a sense of teamwork

Knowledge, Experience and qualifications
- At least 1 years' experience in a similar/Supervisory role, working for a customer orientated/ experience organisation.
- Experience in dealing with customer complaints and resolution thereof.
- Fluent in written and spoken English
- 5 GCSE's or equivalent including Maths and English
- Knowledge of Microsoft office and Excel

Desirable
- A recognised customer service or hospitality qualification
- Experience in cash handling

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