Customer Service Supervisor

JOB TITLE: Customer Service Supervisor

LOCATION: Churchill Square Shopping Centre, Brighton BN1 2RG

CONTRACT: Part-Time Permanent

PAY RATE: £13.24 per hour

ROLE OVERVIEW AND PURPOSE

SHIFT PATTERN: 4 ON, 4 OFF (INCLUDING WEEKENDS) - 27 HOURS PER WEEK

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, it offers discounted benefits from certain retailers. As part of the ABM security team, you will also benefit from full uniform with an annual refresh, access to Perkbox employee benefit scheme which includes discounted e-vouchers for most retailers, including Gyms, holidays, and car rentals to name a few, it also offers employee assistance program which hosts 24/7 365 independent support for all colleagues.

This position is for a Customer Service Supervisor working an average of 27 hours per week, at £13.24 per hour. Annual leave is calculated on a pro-rata basis including public holidays.

Online E learning is readily available which supports our comprehensive Learning & Development programmes offered to all ABM colleagues. Full training and induction programme for all colleagues with a one team approach this is a fantastic opportunity to join our team.

Churchill Square Shopping Centre Advisors are responsible for the safety and welfare of members of the public who visit the Centre, to ensure that they have a pleasant shopping experience without fear of any incidents occurring which may affect that experience.

They are also responsible for ensuring that assistance is afforded to all customers who visit Churchill Square.

Main Duties & Responsibilities:

To facilitate the smooth running of Churchill Squares Customer Service department whilst supervising the Customer Service Operatives and supporting site Management.

To deliver high quality service to our customers in person, by telephone and online as per the Shopping Centre customer service mission statement – “Working together to provide the best possible Customer Experience.”

To provide customers and all other visitors the same information that is expected of a Customer Service Operative and to aid with the following:

•Working closely with the client on projects that will improve the customer experience.

•The Shopping centre facilities and retailers

•Job vacancies in the Shopping Centre

•Centre car parking information and tariffs

•Promote and sell the Gift Cards- processes card payments and keep precise record 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

•To deal with customers in a professional manner, offering an immediate solution whenever possible to the customer and passing relevant comments to Centre Management.

•To deal with customer complaints in the same manner as above.

•Answering the phones.

•Assisting with various Admin tasks

•Dealing with lost/found property.

•Passing on information to Security in relation to incidents within the Centre

•Reporting defects/spillages within the Centre.

Administrative Tasks- Under direction from the Centre Managers.

•To communicate and liaise effectively and accurately all relevant information to Tenants, Centre managers and Security.

•Working as part of a team providing customer service support where required.

•Ensuring that information displayed is kept up to date. Stocks and supplies of relevant material are re-ordered as appropriate.

•Typing, filing and administration to support the operation of CSD and the Centre Management Team as appropriate.

•Collecting and providing feedback to the Centre Management and Staff on visitor comments, including written reports.

•Maintaining accurate and computerised databases on all necessary information regarding the centre and other relevant resources.

•Using and maintaining spreadsheets to up-date statistical data and performance monitoring information as required by the Centre Management Team.

•Understanding the site unlocking and locking up procedures and assist if necessary.

•To assist in emergency situations

•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 customer service activities.

•Support retailers by developing and building relationships.

•Log and update Centre Faults

•To work alongside colleagues, contractors, and customers in a pleasant and co-operative manner.

•To ensure the CSD desk/team are well-presented, tidy, looks professional and is welcoming to all customers.

•The items itemised above do not touch on all the issues which may call for your attention, and from time to time you will be expected to complete additional tasks reasonably by the Centre Management Team.

Team Supervisor Specific Duties:

•Combination of public facing customer service duties and office-based projects and administration.

•Interviewing potential customer service operatives

•Managing customer service operatives’ performance, ensuring the best customer service is always delivered whilst site procedures and policies are adhered to.

•Working closely with Operative to effectively manage team’s workload and duties.

•Promoting best practice, working/innovating to improve the customer journey on site.

•Use data collected by team to present information to the client to identify and trends and target any issues.

•To role model exemplary behaviours to customers, Team members and service partners.

Person Specification:

•Promote a clean and safe working environment by ensuring all tasks are conducted in line with company policies and procedures.

•Have strong customer service skills.

•Ensure all health and safety procedures are applied in complying with legislation and company policy and procedure.

•Maintain critical standards for professionalism, service, speed, and quality assurance.

•Adhere with new policies and procedures to ensure that a respectful workplace exists.

Essential

•Sound communications skills.

•Excellent Customer Service.

•Ability to work well with team members.

•Positive attitude towards the role

•Desire to improve Customer experience.

Desirable

•Must be able to respond effectively to urgent customer requests.

•Must have attention to detail.

•Ability to demonstrate flexibility and adapt to change.

HEALTH & SAFETY RESPONSIBILITIES

•Always follow Group and company policies and procedures.

•Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.

•Use all work equipment and personal PPE properly and in accordance with training received.

•Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

Benefits

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own 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 where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

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. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk.

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.