Customer Service Advisor at Gloucester Quays

Purpose

Provide proactive, professional, timely, efficient and friendly service to all external and internal customers of the centre, ensuring relevant information is given and all queries are followed through to the customer’s satisfaction to enhance the customer experience.

Key Accountabilities

• Meet and greet internal and external customers in centre in line with the Gloucester Quays Customer Service Standards resolving queries/complaints in a professional and friendly manner, and proactively offer information to add the greatest value possible to the customer experience
• Assist in Centre Events supporting elements such as selling tickets for chargeable activities, manning areas or helping with family activities but it is crucial applicants are very friendly and enthusiastic
• Adhere to the centre and Customer Services Training manuals, highlighting any areas for improvement to the Customer Services Manager, to contribute to continuously improving the service function within the centre
• Ensure the Customer Services Desk and centre is always clean, tidy, well-organised and well-stocked with relevant and up to date information to ensure that Gloucester Quays is positively promoted at all times.
• Record, coordinate and report relevant information including lost property and car park top up cards, efficiently balancing gift card sales and other transactions so that managers, customers and tenants have accurate information
• Provide a comprehensive support service to the Office Assistant/Reception when necessary, including updating contact information, coordinating telephone calls, and maintaining a voicemail service to ensure that external clients are dealt with quickly and effectively
• Highlight potential customer issues and innovative customer service suggestions to the management team to improve customer service
• Loaning of wheelchairs/mobility scooters to disabled customers ensuring a relevant item is collected from the customer as a deposit and checking the vehicle for any damage on return
• Hiring out of children’s Turbo Tots to customers ensuring the correct charges are made and collected for the period of time the Turbo Tot is used, checking for any damage on return and keeping clean
• Handle customer complaints, monitoring and respo9ndiong to all methods of feedback, providing appropriate solutions and alternatives within the agreed time limits; follow up to ensure resolution
• Contribute to overall sales targets by proactively anticipating the customer’s needs and increasing customer satisfaction
• Cashing up the till daily ensuring compliance with operational procedures, keeping accurate records and correct balance each day, reporting any irregularities to the management team
• Assisting with coach parties including a Meet and Greet service
• Administrative tasks for the Facilities Manager
• Other duties as required by the Customer Services Manager

Competencies

1. Customer Focus

2. Communication

3. Problem Solving

4. Initiative

5. Flexible and Adaptable

6. Attention to Detail

7. Team Work

Knowledge and Skills

· GCSE standard or equivalent

· Experience in a customer service role

· IT skills – Word, Excel and Outlook

Job Type: Part-time
Part-time hours: 16 per week

Salary: £10.90 per hour

Expected hours: 16 per week

Benefits:

• Company events
• Company pension
• Employee discount
• Enhanced maternity leave
• Paid volunteer time

Ability to commute/relocate:

• Gloucester: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 1 year (preferred)

Work Location: In person