Job Title: Guest Services LeadRole Level: SupervisoryTeam: Guest ServicesLocation: Clarks Village, StreetReports to: Regional Guest Experience LeadHours: 40 hours per week, 5 days out of 7 (including evenings & weekends)Pay: Competitive Join Us as Our Next Guest Services Lead Are you passionate about delivering unforgettable customer experiences? Do you thrive in a fast-paced, people-focused environment? Clarks Village - one of the UK's leading outlet destinations - is searching for a Guest Services Lead who will elevate our guest-first culture, inspire a dynamic team, and help shape the premium reputation of our centre. This is your chance to take ownership of the guest journey - from first impressions to memorable interactions and make a meaningful impact every day. Key Purpose of the Role As our Guest Services Lead, you will lead and empower a high-performing Guest Services team while setting standards for exceptional guest experience. You will support in operational excellence across all guest touchpoints and collaborate with senior leaders, brand partners, and service providers to drive best-in-class service delivery. Main Responsibilities -Team Leadership: Line-manage the Guest Services team, ensuring they represent the centre with professionalism and warmth. -Lead by Example: Demonstrate outstanding guest service in every interaction. -Experience Excellence: Maintain high standards across all guest touchpoints, from facilities to digital enquiries. -Resource Management: Support budgeting, manage staff rotas, and ensure optimal team coverage. -Centre Knowledge: Keep up to date on promotions and events to provide accurate information to guests. -Drive Guest Feedback: Champion the Made You Smile initiative to capture insights and continually improve. -Performance Monitoring: Boost service results through Mystery Shop scores and monthly NPS. -Training & Development: Deliver effective training sessions to enhance team knowledge and guest engagement. -Performance Management: Address conduct or absence issues in line with HR procedures. -Collaborative Working: Build strong relationships with Brand Partners and service teams to execute centre-wide initiatives. -Complaint Resolution: Handle escalated concerns with confidence and empathy, ensuring guest satisfaction. What You'll Bring to the Role Attributes & Personality -Smart, professional, and detail oriented. -A natural host, being engaging, confident, and guest focused. -A positive “can-do” attitude. -A proactive, forward-thinking mindset. -Passion for going above and beyond. Experience -Minimum 3 years' experience in a supervisory or management role in a guest focused environment. -Experience managing events and leading teams in a fast-paced setting. -Skilled in resolving customer complaints with a calm, solution-driven approach. Skills & Strengths -Excellent interpersonal and communication skills. -Strong organisational and time-management abilities. -Confident at delegating and supporting team development. -Ability to motivate, inspire, and role model excellence. -Strong sense of teamwork, flexibility, and responsibility. -Competent in Microsoft Office, including Excel. Qualifications -5 GCSEs or equivalent (including Maths & English). -Fluent in written and spoken English. Why Join Clarks Village? -Be part of a leading outlet destination with a premium brand reputation. -Play a key role in shaping a guest-first culture. -Enjoy working in a collaborative, supportive environment where initiative is encouraged. At Mitie 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 £10,000 - 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 £10,000! 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. Since 1987, Mitie's 68,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools. Join our Mitie Team. Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. Does this look like the role for you? Apply now. Together our diversity makes us stronger.