Guest Services Team Leader Amulet

PAY RATE:

£13.06 per hour

HOURS:

35hrs per week, Flexible hours through the week, including occasional weekends, working 7 hour shift across 5 days

THE ROLE:

We are looking for a friendly, motivated Team Leader to champion Guest Services within our Shopping Centre.

The successful candidate will have excellent people skills and will provide exceptional service to our guests while maintaining a friendly and professional approach at all times.

RESPONSIBILITIES:

• ead, inspire, and support a team of Guest Service Advisors
• Deliver excellent customer service at all times
• Support day-to-day operations and drive service excellence
• Act as the first point of contact for customer information and enquiries
• Serve as the main point of contact for team members and customer queries
• Ensure a consistently high level of customer service is maintained by the team
• Resolve customer issues and complaints in a friendly and professional manner
• Handle escalated customer concerns effectively and confidently
• Work alongside the team to manage complaints and address customer concerns
• Respond promptly to customer enquiries and requests
• Create and maintain a positive, welcoming environment for both customers and team members
• Support day-to-day operations and drive service excellence
• Collaborate with other departments to enhance overall guest satisfaction
• Promote continuous improvement and adapt to evolving customer needs
• Undertake administrative duties, requiring basic knowledge of Microsoft Word and Excel

SKILLS:

• Passionate about delivering excellent customer service
• Friendly, approachable leadership style
• Confident using radios to communicate effectively with the team
• Able to remain calm and professional under pressure
• Proactive problem solver who leads by example
• Flexible and available to work shifts, including weekends
• Capable of handling a wide variety of situations with a strong customer-focused approach
• Demonstrates strong organisational and time-management skills
• Excellent verbal and written communication skills
• Positive "can-do" attitude to all tasks
• Computer literate, with the ability to effectively use Microsoft Office applications

INTERVIEW REQUIREMENTS:

• Eligibility documents helpful to bring with you to interview: Passport or Full Birth Certificate; Utility Bill showing current address and dated within 3 months; Proof of National Insurance (Payslips cannot be used) such as NI card, P45, P60, benefits or HMRC letter.

JOB REQUIREMENTS:

• You must be able to provide a check-able 5-year employment history for vetting purposes (this can include full-time education or periods in receipt of benefits). Possession of a First Aid at Work Certificate is desirable.

BENEFITS:

• We are employee-owned, making you a beneficiary of our future success
• 28 days paid holiday (accrued & pro-rata)
• Enrolment in NEST pension scheme.
• Training and development opportunities
• Wagestream app enables you to draw down up to 40% of your pay before your regular pay day; a great aid to budgeting.
• Excellent service and outstanding acts can be recognised through our OTS (On The Spot) scheme; a voucher and potential submission to the Amulets awards scheme.
• Full company uniform
• Free Parking

OUR COMMITMENT TO EQUALITY, DIVERSITY AND INCLUSION:

We are proud to be an inclusive, equal opportunity employer and seek to attract, develop, and retain the best people from the widest possible talent pool. We're committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process.