Purpose of the Role
We are seeking a proactive and detail-oriented Customer Services Assistant to join our team. The ideal candidate will be the first point of contact for our customers, providing exceptional service and support to ensure a positive and satisfying experience. This role requires excellent communication skills, a patient and empathetic approach, and the ability to work effectively in a fast-paced environment
The position requires working every other weekend Saturdays 10am – 4pm and Sundays 10:30am – 4pm. Some additional weekends cover will be required to cover the other Customer Services Assistants holidays.
Key Responsibilities
To undertake a range of duties inclusive of:
Manning our Information Point during our busiest trading period, respond to customer inquiries and concerns via various channels, including phone & email
Greeting coaches coming into the Centre and answering any queries from Passengers, provide accurate and comprehensive information about our products & services within the Centre
Helping with customer parking queries and validations
Diagnose, troubleshoot, and resolve customer issues in a timely and efficient manner, escalating complex problems to the appropriate team members or management when necessary.
Gather and document customer feedback to help improve our products and services.
Ensure all customer interactions comply with company policies and service standards.
Completing wheelchair bookings within the Centre
Greeting visitors to our Events, scanning tickets and answering any questions
Being a presence in the Gardens during any events and to help any visitors with any queries
To undertake any other reasonable duties/request that commensurate with this position as designated by the Site Supervisor, Operations Manager or any other person in the Savills Management Team.
Person specification:
Proven experience in a customer service or customer-facing role.
Excellent verbal and written communication skills with a professional and friendly demeanour.
A genuine desire to help others and the ability to remain calm and composed under pressure.
Strong analytical and problem-solving skills with a keen eye for detail.
Comfortable using computer software, email platforms, and other digital communication tools.
Ability to work effectively both independently and as part of a team.
Flexibility to adapt to changing priorities and new challenges.
Strong organisational skills and the ability to multitask effectively.
Health and Safety
To take reasonable care of your own health and safety.
To take reasonable care not to put colleagues, members of public and others at risk by what you do or do not do in the course of your work.
To not interfere with, or misuse anything that's been provided for your health, safety or welfare.
To report any accidents/incidents that your are involved within (personal or third-party) to your line manager immediately.
To report any injuries, strains or illnesses you suffer as a result of doing your work activit to your line manager immediately.
To inform your line manager if something happens that might affect your ability to work, like becoming pregnant or suffering an injury.
To inform your line manager if you take medication may have an impact on your safety and that of others (i.e drowsiness, confusion, sight I hearing impairment, etc.
To ensure that you receive training to enable you to undertake work activities in a safe manner. Should you identify the need for further training, or are concerned for your safety you must inform your line manager.
To ensure that you understand and work to all risk assessments, training, safe working practices and Health and Safety Policies.
To be responsible for the safe use and care of equipment and materials and wear appropriate protective clothing as supplied.
Other
To contribute to the development and implementation of the overall ethos/work/aims of Savills Management Resources & Springfields Designer Outlet & Leisure.
To work in accordance with site policies and procedures.
To liaise and communicate with other colleagues as needed.
Skills, Knowledge and Experience
Experience of working in a fast-paced, customer-facing environment.
Previous experience within the retail (or similar) industry.
Full UK Driving Licence (preferred)
Working Hours - 11.5hrs every other weekend. Average 5.75hrs per week
Salary - £12.90 per hour
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Please see our Benefits Booklet for more information.