Customer Service Supervisor

ABM UK; Brighton; On-site; GBP 40,000 - 60,000

Job description

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

As part of the ABM security team, you will 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. 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.

Churchill Square Shopping Centre Advisors are responsible for the safety and welfare of members of the public who visit the Centre, ensuring a pleasant shopping experience without fear of incidents.

Main Duties & Responsibilities:

1. Facilitate the smooth running of the Customer Service department while supervising Customer Service Operatives and supporting site management.
2. Deliver high-quality service to customers in person, by telephone, and online as per the Shopping Centre customer service mission statement.
3. Provide assistance to customers and visitors regarding:
1. Shopping centre facilities and retailers
2. Job vacancies in the Shopping Centre
3. Centre car parking information and tariffs
4. Promote and sell Gift Cards, process card payments, and keep precise records of sales and transactions.
5. Forthcoming events within the centre and local area.
6. Additional services offered by the Shopping Centre, e.g., Shopmobility.
7. Brighton City Centre facilities
8. Community services in the locale
9. Local transport information and schedules
10. Directions to/information about local tourist attractions
4. Deal with customers professionally, offering immediate solutions whenever possible and passing relevant comments to Centre Management.
5. Handle customer complaints similarly.
6. Answer phones and assist with various admin tasks.
7. Manage lost/found property.
8. Pass on information to Security regarding incidents within the Centre.
9. Report defects/spillages within the Centre.

Administrative Tasks - Under direction from the Centre Managers:

1. Communicate and liaise effectively with Tenants, Centre managers, and Security.
2. Provide customer service support as part of a team.
3. Ensure that displayed information is kept up to date and relevant materials are re-ordered as appropriate.
4. Support the operation of CSD and the Centre Management Team with typing, filing, and administration.
5. Collect and provide feedback to the Centre Management and Staff on visitor comments, including written reports.
6. Maintain accurate and computerized databases on all necessary information.
7. Use and maintain spreadsheets to update statistical data and performance monitoring information.
8. Understand site unlocking and locking up procedures and assist if necessary.
9. Assist in emergency situations.
10. Undertake learning and development activities, such as attending training events.
11. Work with the Centre Management Team in conducting surveys for customer service activities.
12. Support retailers by developing and building relationships.
13. Log and update Centre Faults.
14. Work alongside colleagues, contractors, and customers in a pleasant and cooperative manner.
15. Ensure the CSD desk/team are well-presented, tidy, looks professional, and is welcoming to all customers.
16. Complete additional tasks as required by the Centre Management Team.

Team Supervisor Specific Duties:

1. Combination of public-facing customer service duties and office-based projects and administration.
2. Interview potential customer service operatives.
3. Manage customer service operatives’ performance, ensuring high-quality customer service.
4. Work closely with Operatives to effectively manage the team’s workload and duties.
5. Promote best practices and innovate to improve the customer journey on site.
6. Use data collected by the team to present information to the client to identify trends and target issues.
7. Role model exemplary behaviours to customers, team members, and service partners.

Person Specification:

1. Promote a clean and safe working environment by ensuring all tasks are conducted in line with company policies and procedures.
2. Strong customer service skills.
3. Ensure all health and safety procedures comply with legislation and company policy.
4. Maintain critical standards for professionalism, service, speed, and quality assurance.
5. Adhere to new policies and procedures to ensure a respectful workplace.

Essential:

1. Sound communication skills.
2. Excellent customer service.
3. Ability to work well with team members.
4. Positive attitude towards the role.
5. Desire to improve customer experience.

Desirable:

1. Ability to respond effectively to urgent customer requests.
2. Attention to detail.
3. Flexibility and adaptability to change.

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

• 24/7 GP: Speak to a UK-based GP from home.
• Mental Health support and Life Event Counseling.
• Get Fit Programme.
• Financial and legal support.
• Cycle to work scheme.
• Access to Perks at Work, our innovative employee app.

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, committed to a cleaner, healthier, and more sustainable world. We provide essential services that improve the spaces and places that matter most. For more information, visit www.abm.co.uk.

ABM is committed to promoting 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.