Job Overview
Job Title: Guest Services Lead
Role Level: Supervisory
Team: Guest Services
Location: Clarks Village, Street
Reports to: Regional Guest Experience Lead
Hours: 40 hours per week, 5 days out of 7 (including evenings & weekends)
Pay: Competitive
Key Responsibilities
* Lead and empower a high-performing Guest Services team while setting standards for exceptional guest experience.
* Support operational excellence across all guest touchpoints and collaborate with senior leaders, brand partners, and service providers.
* Line‑manage the Guest Services team, ensuring they represent the centre with professionalism and warmth.
* Demonstrate outstanding guest service in every interaction.
* Maintain high standards across all guest touchpoints, from facilities to digital enquiries.
* Support budgeting, manage staff rotas, and ensure optimal team coverage.
* Keep up to date on promotions and events to provide accurate information to guests.
* Champion the Made You Smile initiative to capture insights and continually improve.
* Boost service results through Mystery Shop scores and monthly NPS.
* Deliver effective training sessions to enhance team knowledge and guest engagement.
* Address conduct or absence issues in line with HR procedures.
* Build strong relationships with Brand Partners and service teams to execute centre‑wide initiatives.
* Handle escalated concerns with confidence and empathy, ensuring guest satisfaction.
Experience
* Minimum 3 years' experience in a supervisory or management role in a guest‑focused environment.
* Experience managing events and leading teams in a fast‑paced setting.
* Skilled in resolving customer complaints with a calm, solution‑driven approach.
Skills & Strengths
* Excellent interpersonal and communication skills.
* Strong organisational and time‑management abilities.
* Confidence at delegating and supporting team development.
* Ability to motivate, inspire, and role‑model excellence.
* Strong sense of teamwork, flexibility, and responsibility.
* Competency in Microsoft Office, including Excel.
Qualifications
* 5 GCSEs or equivalent (including Maths & English).
* Fluent in written and spoken English.
Attributes & Personality
* Smart, professional, and detail‑oriented.
* A natural host, engaging, confident, and guest focused.
* A positive “can‑do” attitude.
* A proactive, forward‑thinking mindset.
* Passion for going above and beyond.
Why Join Clarks Village?
* Be part of a leading outlet destination with a premium brand reputation.
* Play a key role in shaping a guest‑first culture.
* Enjoy working in a collaborative, supportive environment where initiative is encouraged.
Benefits
* Virtual GP on hand for you and members of your household, available by video or phone.
* Financial wellbeing assistance through our Salary Finance scheme – access up to 50% of earned pay before payday for a small fee and competitive loans.
* Choices – our flexible benefits platform for customised benefits such as dental insurance, dining cards, coffee clubs, and technology products.
* MiDeals platform – access to high‑street discounts from thousands of well‑known retailers, gyms and more.
* Cycle‑to‑work scheme.
* Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants.
* Save‑as‑you‑earn scheme and Mitie Matching Share Plan (which may award free shares).
* Mitie Stars recognition, monthly cash prizes and a chance to win a £10,000 top prize.
Our Commitment to Diversity
Together our diversity makes us stronger.
Application
Does this look like the role for you?
Apply now.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
#J-18808-Ljbffr