Customer Services Assistant PT 5.75hrs - Springfields Designer Outlet, S... Business Operations ...

Purpose of the Role

We are seeking a proactive and detail-oriented Customer Services Assistant to join our team. The ideal candidate will be the first point of contact for our customers, providing exceptional service and support to ensure a positive and satisfying experience. This role requires excellent communication skills, a patient and empathetic approach, and the ability to work effectively in a fast paced environment.

The position requires working every other weekend: Saturdays 10:00-16:00 and Sundays 10:30-16:00. Some additional weekend coverage may be required to cover the other Customer Services Assistants' holidays.

Key Responsibilities

• Manning our Information Point during our busiest trading period, responding to customer inquiries and concerns via phone and email.
• Greeting coaches and passengers, providing accurate and comprehensive information about products and services within the Centre.
• Assisting with customer parking queries and validations.
• Diagnosing, troubleshooting, and resolving customer issues in a timely and efficient manner, escalating complex problems to the appropriate team members or management when necessary.
• Gathering and documenting customer feedback to help improve our products and services.
• Ensuring all customer interactions comply with company policies and service standards.
• Completing wheelchair bookings within the Centre.
• Greeting visitors to our Events, scanning tickets and answering any questions.
• Being present in the Gardens during events and helping visitors with any queries.
• Undertaking any other reasonable duties requested that are commensurate with this position, as designated by the Site Supervisor, Operations Manager or any other member of the management team.

Person Specification

• Proven experience in a customer service or customer facing role.
• Excellent verbal and written communication skills with a professional and friendly demeanour.
• A genuine desire to help others and the ability to remain calm and composed under pressure.
• Strong analytical and problem solving skills with a keen eye for detail.
• Comfortable using computer software, email platforms and other digital communication tools.
• Ability to work effectively both independently and as part of a team.
• Flexibility to adapt to changing priorities and new challenges.
• Strong organisational skills and the ability to multitask effectively.

Health and Safety

• Take reasonable care of your own health and safety.
• Take reasonable care not to put colleagues, members of the public and others at risk by what you do or do not do in the course of your work.
• Do not interfere with or misuse anything that has been provided for your health, safety or welfare.
• Report any accidents or incidents that you are involved in, personal or third party, to your line manager immediately.
• Report any injuries, strains or illnesses you suffer as a result of doing your work activities to your line manager immediately.
• Inform your line manager if something happens that might affect your ability to work, such as becoming pregnant or suffering an injury.
• Inform your line manager if you take medication that may have an impact on your safety and that of others (e.g. drowsiness, confusion, sight or hearing impairment, etc.).
• Ensure you receive training to enable you to undertake work activities in a safe manner. If you identify a need for further training or are concerned for your safety, inform your line manager.
• Understand and work to all risk assessments, training, safe working practices and Health and Safety Policies.
• Be responsible for the safe use and care of equipment and materials and wear appropriate protective clothing as supplied.

Other

• Contribute to the development and implementation of the overall ethos, work and aims of the organisation.
• Work in accordance with site policies and procedures.
• Liaise and communicate with other colleagues as needed.

Skills, Knowledge and Experience

• Experience working in a fast paced, customer facing environment.
• Previous experience within the retail (or similar) industry.
• Full UK Driving Licence (preferred).

Working Hours and Salary

Working Hours - 11.5 hours every other weekend (average 5.75 hours per week).

Salary - £12.90 per hour.

Please see our Benefits Booklet for more information.