Overview
Better places, thriving communities. Guest Services Assistant at Liverpool ONE.
Responsibilities
* Provide an exceptional guest/customer experience at Liverpool ONE. Act as the main point of contact for face-to-face and switchboard guest enquiries. Work as part of a small team to provide proactive solutions, recommendations and personalised services to exceed guest expectations.
* Deliver daily operations and services from the Information Centre, working with the TIC team to maintain high presentation standards in line with Liverpool ONE brand values.
* Support visitors across the Liverpool ONE estate, anticipating needs and ensuring the best Liverpool ONE welcome.
* Build positive relations with tenants, partners, TIC colleagues, service providers and Shopmobility to maintain high engagement and brand presentation.
Key Interfaces
* Visitors
* Tenants
* TIC
* Shopmobility
* Retail & Leisure
* Customer Services Executive
* Estate Manager
* Security team
* Environmental Services
Responsibilities (Principal Accountabilities)
* Deliver Liverpool ONE guest services, such as guest enquiries, gift card sales and enquiries, lost and found, wayfinding, guest mobility, accessibility, tourist information, public transport enquiries, washroom facilities, tenant liaison, and guest feedback. Administer first aid as required.
* Collaborate with the TIC team to deliver a seamless information centre service.
* Proactively welcome all guests, anticipate needs and act as a liaison between departments, owning situations to resolution.
* Support the Customer & Tenant Relations Team Manager and Guest Services Team Leader with day-to-day tenant liaison and face-to-face communication; ensure standards align with the Tenant handbook and escalate issues as needed. Regularly visit stores to encourage use of the Liverpool ONE app.
* Develop and maintain knowledge of the Liverpool ONE tenant offer, services, products, offers, events and the wider Liverpool city region destination.
* Support marketing efforts to drive occupier participation in Liverpool ONE events and programmes; ensure store teams regularly use the Liverpool ONE occupier app.
* Be the eyes and ears of Liverpool ONE, reporting any standards not in line with expectations promptly.
* Manage the Liverpool ONE telephone switchboard, ensuring enquiries are answered promptly and directed accurately.
* Contribute to the Management Company Limited’s vision, values, aims and objectives, promoting best practice.
* Undertake any other reasonable duties as requested by the Guest Services team leader.
* Adhere to Liverpool ONE Values and comply with H&S regulations.
* Ensure Liverpool ONE is prepared to welcome guests and support their needs (accessibility support, signage, event infrastructure, etc.).
Qualifications
* Qualifications: NVQ Customer Services; Second language – Desirable.
* Essential: Calm under pressure; ability to work under pressure and maintain high service standards.
* Knowledge: Recognise what outstanding customer service looks like and how to influence it.
* Experience: Guest-facing roles in Retail/Leisure, Hotel or Tourism and Travel environments.
* Special Attributes: Friendly/approachable, high energy, flexible, passion for delivering brilliant customer service, able to work weekends and late nights, thirst for knowledge. Knowledge of Liverpool City Region and visitor offer is desirable.
Benefits
Our market-leading flexible benefits scheme provides options to suit your lifestyle, including a virtual GP service, Salary Finance, a flexible benefits platform Choices (dental insurance, dining cards, coffee clubs, technology purchases, etc.), MiDeals for discounts, cycle-to-work scheme, life cover, save-as-you-earn, Mitie Matching Share Plan, and the Mitie Stars recognition program with monthly and annual prizes. We offer diverse training and development opportunities and are committed to inclusive recruitment. If you need reasonable adjustments during the recruitment process, please contact us via the provided channel. Since 1987, Mitie has grown to 76,000 employees and provides facilities management and professional services globally.
Join us
Together our diversity makes us stronger.
Apply now. If you are looking to move roles within the Mitie family, share your experience about life at Mitie.
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