Fixed Term Contract (Part Time 20 Hours per week). Working Hours flexible across 3-4 days; Working Evenings & Weekends.
What this job involves
The Customer Experience Host is the face of the destination for customers and occupiers. Responsible for delivering high quality customer service, building meaningful relationships and creating memorable experiences. Works as part of the Occupier and Customer team to establish the community and promote social value. Develop a deep understanding of customer feedback and experience, occupier performance and drive operational excellence.
Key Stakeholders
* Customers & Occupiers
* JLL service partners
* Destination Teams
* Hammerson (Client)
* Local community – charities, schools, organisations, and non‑retail competitive businesses
What your day-to-day will look like
* Personalised proactive customer engagement ensuring a warm welcome to guests at https://www.cabotcircus.co.uk/
* Delivery of high-quality customer service to customers and retailers
* Dealing efficiently with any customer and occupier issues/queries
* Proactively communicate with colleagues to ensure that all duties and tasks are fulfilled to the highest standards
* Provide accurate information regarding centre retailers, facilities and directions to customers and retailers upon request. Knowledge of the wider city we are operating in.
* Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity. Onboard new occupiers to the Centre.
* Liaising and working with the security, cleaning, and maintenance teams to ensure any issues are flagged, and follow through to resolution.
* Build relationships with local charity and community groups. Oversee community events and support the destination in driving Social Value.
Data / Admin Ownership
* Collect data and intel from customers and occupiers. Ensure accuracy and meet deadlines.
* Develop detailed knowledge and become an expert in the software platforms. Provide analysis and competently use site systems.
* Manage the occupier communication platform. Ensure content is updated regularly and promote sign‑up.
* Ensure customer website and wayfinding is accurate and up to date with any destination changes.
* Oversee occupier customer feedback programmes and use the feedback to inform strategy.
Effective Communication
* Handle all queries efficiently and provide relevant information as required and appropriate.
* Proactively identify and troubleshoot issues.
* Complete a handover with colleagues and other stakeholders when taking time out of the business and between shifts.
* Be aware of relevant legislation to include health & safety and be always security conscious.
* Own occupier communications, working with all departments and clients to ensure effective communication.
* Meet with a range of representatives from each retailer within the scheme to gain an understanding of their business performance objectives, aspirations and needs, and identify opportunities to help retailers achieve these.
* Aid Occupier and Customer manager in building proactive and effective two‑way relationships with stakeholders within the destination, including local retailers, leisure operators, public services (such as police), local authorities, schools, colleges, universities, charities, and similar.
Values & Behaviours
* Driving forward actions with pace and encouraging creative solutions – an eagerness to deliver results.
* An open and transparent communication style with the ability to listen, influence and challenge appropriately.
* The cultivation of close working relationships with peers and teams to drive win‑win outcomes.
* A fresh & unrestrictive view on current ways of doing things to stimulate innovation and new approaches.
* Embracing change by fostering state‑of‑the‑art knowledge and technology trends to sustain competitiveness.
* Being dedicated, motivated and passionate about our people and our company.
Required Skills
* A strong communicator with interpersonal skills.
* Retail or hospitality experience essential.
* Strong verbal and written communication skills.
* Exceptional organisation, time management and prioritisation skills.
* Demonstrate integrity, dependability, responsibility, accountability, self‑awareness, work ethic and empathy.
* A passion for customer experience.
* Innovative thinking and initiative to find new ways of working.
* Work efficiently and ability to learn new systems and software.
* Be ambitious and commercially minded.
* Self‑motivated.
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