Job Overview
1. Responsible for providing an exceptional guest/customer experience at Liverpool ONE. As the main point of contact for face to face and switchboard guest enquiries, the Guest Services Assistant will work as part of a small team to provide proactive solutions, recommendations and personalised services to exceed guest expectations.
2. They will deliver daily operations and services out of the Information Centre, smoothly and at a consistent high level of presentation in line with Liverpool ONE brand values.
3. Whilst the Information Centre acts as the hub for Liverpool ONE services, the role is flexible and will involve providing visitors with a proactive customer service across the Liverpool ONE estate, anticipating customer needs and ensuring the best Liverpool ONE welcome.
4. Additionally, they will work as a team to build positive relations with brand partners, colleagues, service providers and Shopmobility ensuring high levels of engagement and brand presentation are maintained at all times.
Principal Accountabilities:
1. Deliver Liverpool ONE guest services, such as (but not limited to) Liverpool ONE guest enquiries, Gift card sales and enquiries, lost and found, wayfinding, guest mobility, accessibility, tourist information, public transport enquiries, washroom facilities, brand partner liaison, and guest feedback. The role will also be responsible for administering first aid.
2. Deliver a seamless approach to service delivery in the Information Centre.
3. Proactively welcome all guests, anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution.
4. Support the Senior Guest Services Team Leader, Guest Services Team Leaders and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with brand partner handbook, escalating issues where needed. In addition ensure regular visits to stores to encourage use of the Liverpool ONE app.
5. Develop and maintain knowledge of the Liverpool ONE brand partner offer with insider information on services, products, offers, events as well as the wider Liverpool city region destination offer.
6. Support the marketing efforts to drive occupier sales, specifically the loyalty programme through encouraging occupier participation in Liverpool ONE events and programmes, as well as ensuring store teams are regular users of the Liverpool ONE occupier app.
7. Be the eyes and the ears of Liverpool ONE, ensuring the prompt reporting of any standards that are not in line with expectations
8. Manage the Liverpool ONE telephone switchboard system, ensuring all enquiries are answered promptly and directed accurately.
9. Contribute generally to Liverpool ONE Management Company Limited supporting its vision, values, aims and objectives, ensuring that consistent best practice is adopted
10. To undertake and execute any other reasonable duties as requested by the Guest Services team leader.
11. Adhere to, and consistently demonstrate the Liverpool ONE Values, complying with H&S regulations.
12. Ensuring Liverpool ONE is ready to welcome any guests and support their needs, whether that is accessibility support, signage, tensa barriers for occupier or Liverpool ONE events, dog bowls
Key interfaces:
5. Visitors
6. Brand Partners
7. Shopmobility
8. Retail & Leisure
9. Customer Services Executive
10. Estate Manager
11. Security team
12. Environmental Services
What we are looking for
Qualifications: NVQ Customer Services; Second language - Desirable
Availability across weekends, mornings, evenings and busy seasons (Easter Holidays, Summer Holidays, Christmas)
Essential:
13. Calm under pressure
14. Able to demonstrate drive, resilience, innovation
Knowledge:
Recognise what outstanding customer service looks like & how to influence it
Liverpool City Region
Previous experience:
Guest facing roles in Retail/leisure, Hotel or Tourism and Travel environments
Special attributes:
15. Friendly/approachable
16. High energy
17. Flexible approach
18. Passion for delivery of brilliant customer service
19. Able to work weekends and late nights in line with core trading hours
20. Thirst for knowledge
21. Knowledge of Liverpool City Region & City region visitor offer is desirable.
22.
Behavioural Competencies
Personal integrity
Responsibility
Pride
Respect
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10, - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .