Customer Service Ambassador

2 weeks ago

West Midlands, United Kingdom OCS Group Full time
About the Role

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Services Host at the Darwin Shopping Centre. As a key member of our team, you will play a vital role in delivering exceptional customer experiences and contributing to the centre's success.

Key Responsibilities
  • Provide world-class customer service, leading by example and empowering others to deliver exceptional experiences.
  • Greet customers, colleagues, and residents with natural warmth and friendliness, making everyone feel welcome and at ease.
  • Maintain a positive, empathetic, and professional attitude, always striving to exceed expectations.
  • Host customers and colleagues indoors and outdoors, adapting to all seasons and situations.
  • Communicate effectively through various channels, including face-to-face, telephone, email, and social media.
  • Acknowledge and resolve customer feedback and complaints in a timely and professional manner.
  • Communicate and coordinate with colleagues effectively, ensuring seamless teamwork and collaboration.
  • Go above and beyond in planning travel, researching events, and acting as the Information Centre for the Darwin Shopping Centre and surrounding area.
  • Provide support and reassurance to customers with additional needs, demonstrating empathy and understanding.
Our Expectations
  • Continue to grow a culture of customer-focused excellence, driving innovation and improvement.
  • Be open to new ways of thinking and doing, embracing change and continuous learning.
  • Drive excellence in centre standards, effectively managing spaces and relationships with other teams.
  • Lead centre colleagues on evolutions in standards, holding them accountable in delivery as you would yourself.
  • Ensure uniform is clean, pressed, and personal appearance is to a high standard, reflecting the centre's values and image.
Qualifications and Experience
  • GCSE level or equivalent education.
  • Clear understanding of customer service excellence and experience in a customer-facing role.
  • Experience in a customer excellence role, with a genuine desire to assist customers.
  • Excellent communication and organisational skills, with the ability to work effectively in a team.
  • Knowledge of IT and Microsoft Office functions, with a flexible and adaptable approach to meeting business needs.
About Us

OCS Group is a leading provider of integrated facilities management services, delivering exceptional customer experiences across various sectors. We are committed to creating a positive and inclusive work environment, where our employees can grow and develop their skills.

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