Better places, thriving communities.
We are seeking a responsible, motivated, and experienced Supervisor to oversee daily operations and ensure team efficiency and productivity. The Supervisor will be responsible for managing a team, monitoring performance, enforcing company policies, and ensuring that all operational goals are met in line with organisational standards.
The role of a Guest Experience Supervisor is to embody this belief and to ensure that the Centre offers our guests superb experience consistently, whether it's for shopping, eating out, leisure or utilising our services such as gift card, Click and Collect and more.
You will be involved in the day-to-day running of the Guest Service Desk and supporting the Guest service lead by supervising the team and reporting anything and
You will need excellent phone skills and be efficient in responding to emails from guests and other departments within the Centre. On some occasions you may work alone at the desk so you must be a confident person who can work under pressure at times.
You will need to be well presented, enthusiastic, driven, and help create a positive work environment. You will be trained in all aspects of the role and ensure that the guest experience is always at the top of your agenda.
You will be aware of risk and compliance during the day-to-day operation. Adhere to all policies and procedures and undertake any other reasonable duties as required to meet the needs of the business and highlight any concerns to the Manager.
Key Responsibilities:
1. Supervise and coordinate the activities of team members to ensure efficient workflow and productivity.
2. Monitor employee performance and provide constructive feedback and coaching.
3. Enforce safety and company policies, procedures, and standards.
4. Handle employee issues, conflicts, or complaints in a professional and timely manner.
5. Train new employees and support ongoing development for the team.
6. Monitor operational output to ensure quality and productivity targets are met.
7. Report on team performance, challenges, and progress to higher management.
8. Ensure compliance with all health and safety regulations.
9. Assist in the development and implementation of process improvements.
Qualifications:
10. Proven experience in a supervisory or leadership role.
11. Strong communication, interpersonal, and organizational skills.
12. Ability to lead by example and foster a positive team environment.
13. Problem-solving skills and the ability to make decisions under pressure.
14. Proficiency in basic computer applications (e.g., Microsoft Office, scheduling software).
WORKING CONDITIONS:
15. May require evening, weekend, or holiday work depending on operational needs.
Preferred skills
16. Proven customer support experience
17. Microsoft skills
18. Supervisor experience
Additional notes
Guest service supervisors can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and our surveys can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don't have enough information to answer customer questions or resolve complaints.
The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
You are the heart of the guest experience, leading by example and inspiring your team to deliver warm, memorable service. From resolving challenges with grace to celebrating team wins, your leadership creates the welcoming atmosphere that keeps guests coming back. In this role, every smile you help create, every problem you help solve, and every team member you support brings value to the entire operation. It's a role built on care, confidence, and connection — and one that truly makes an impact.
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 .