Customer Services Duty Manager Vacancy at Metrocentre
The purpose of the duty manager role is to take responsibility for operational delivery at the centre in line with our objectives of delivering a first-class customer experience.
As part of a team of duty managers, you will be responsible for delivering exceptional customer service standards and will have direct line management responsibility for the Customer Service Team Leaders and Customer Service Assistants.
You will be a result-driven manager, adaptable to a fast-paced environment. You will proactively champion centre initiatives through clear communication, coaching, and engagement with all teams. With strong customer relationship skills, you will act decisively with an eye for detail to ensure the centre is immaculately presented, safe, and secure during trading hours. The role suits candidates who enjoy managing "from the floor" rather than from a desk.
You will support the Retail & Guest Services Manager in managing and delivering all customer service operations within the shopping centre, including compliance with statutory, contractual, and company regulations.
Key Responsibilities
* Delivering world-class customer service to retailers and team members.
* Encouraging and developing a passion for excellence in customer service across the centre team.
* Participating in daily huddles and departmental briefings, communicating relevant information and objectives.
* Supporting, coaching, developing, and training team members, including toolbox talks and health and safety risk assessments.
* Managing local HR issues, performance reviews, and absence reporting.
* Conducting retailer tenant visits to maintain positive relationships and gather feedback.
* Leading in emergency situations and crisis management to ensure business continuity.
* Reporting and investigating accidents and incidents.
* Overseeing staff training, maintaining training records, and leading inductions.
* Monitoring the performance of relevant CS contractors on site.
Skills, Knowledge, and Experience
* Excellent oral and written communication skills.
* High standards with strong attention to detail.
* Experience engaging and influencing management and delivery teams.
* Ability to work well under pressure and with others.
* Strong interpersonal skills and credibility.
* Discretion with sensitive information.
* Organizational and task management skills.
* Problem-solving skills and innovative solutions.
* Initiative and results-driven attitude.
* Confident decision-maker with leadership and people management experience.
* Experience in fast-paced, customer-facing environments.
Qualifications and Experience
* Team management experience across disciplines.
* Experience in a similar fast-paced customer environment.
* Competence in H&S arrangements.
* Knowledge of facilities management operations.
* NEBOSH Certificate.
* SIA non-front-line licence.
* ILM NVQ level 3 or equivalent.
Working hours: 40 hours, 5 shifts over 7 days including weekends, evenings, and bank holidays.
Salary: £37,551
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