Better places, thriving communities.
Trinity Leeds Shopping Centre
Guest Services Supervisor
Hours: 32 Hours – Following a 4 week rolling rota, x4 8.5 hour shifts.
Pay: £14 per hour
Start date: June
Key Purpose
Support the delivery of an exceptional, guest-first experience by supervising the Guest Services team at one of the UK's leading retail destinations. As Guest Services Supervisor, you will play a key role in maintaining high service standards, motivating the team, and ensuring smooth day-to-day operations across all guest touchpoints.
Main Duties and Responsibilities
1. Supervise the Guest Services and Reception team, ensuring a professional and welcoming first point of contact for all visitors and stakeholders.
2. Lead by example in delivering outstanding guest service, consistently promoting a guest-first culture.
3. Monitor service standards across all touchpoints, including guest facilities, enquiries, and centre services, identifying opportunities for continuous improvement.
4. Daily operational requirements to ensure effective team coverage by supporting the Guest Lead and Head Receptionist.
5. Assist in driving Gift Card sales performance, contributing to achieving and exceeding targets.
6. Maintain up-to-date knowledge of centre events, promotions, and local competitor activity to support accurate communication and maximise opportunities.
7. Lead on Events with the guest experience manager.
8. Encourage and Lead by example for initiatives such as “Made you smile” to enhance the overall experience.
9. Build positive working relationships with internal teams and brand partners.
10. Monitor guest service performance through Mystery Shops and NPS+ results.
11. Deliver on-the-job coaching and training to enhance team capability and service delivery.
12. Address performance concerns in line with company procedures, supporting team development and maintaining standards.
13. Support the handling of escalated guest queries and complaints, ensuring timely and satisfactory resolution.
14. Work collaboratively with the Guest Lead and Guest Experience Manager to support the delivery of the overall guest experience strategy.
What You'll Need to Succeed
15. Professional presentation with strong attention to detail.
16. A genuine passion for delivering excellent customer service.
17. A proactive, positive, and “can-do” attitude.
18. Experience supervising or supporting teams in a fast-paced, customer-focused environment.
19. Ability to support events and promotional activities.
20. A results-driven mindset with a commitment to high standards.
Key Strengths
21. Strong interpersonal and communication skills.
22. Ability to supervise, support, and delegate effectively.
23. High levels of enthusiasm and motivation.
24. Customer-focused approach with strong problem-solving skills.
25. Good organisational and time management abilities.
26. Team-oriented with a flexible and supportive approach.
27. Ability to motivate others and lead by example.
Knowledge, Experience & Qualifications
28. Minimum 2–3 years' experience in a supervisory or similar role within a customer-focused environment.
29. Experience handling customer complaints and resolving issues effectively.
30. Strong written and spoken English skills.
31. Proficient in Microsoft Office, including Excel.
What We Offer
32. Competitive salary
33. Annual leave and benefits package
34. Ongoing training and development opportunities
35. Supportive and dynamic team environment
36. Opportunity to work in a high-profile retail setting
Additional Information
This job description outlines the primary responsibilities of the role. Specific objectives will be agreed upon with the successful candidate, and duties may evolve in line with business needs.
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 .