Purpose of the Role

To lead the Guest Services Team and undertake day to day leadership and delivery of Guest services supporting operational delivery at The Trafford Centre.

The role would be ideal if you are driven, enjoy motivating others and have a keen eye for detail. Your ethos will be continuous improvement, supporting the Centre teams in all areas of the customer journey.

Our inspirational Team Leaders are role models for our employees, Our Leaders lead by example, recognising teams and individuals for their achievements and for living the values and behaviours. They own the coaching and development of their team members motivating them to deliver exceptional customer service. This is a fast-paced environment with different tasks and objectives to achieve every day, delivering customer service to Savills highest standards whilst continually improving the efficiency and effectiveness of the team.

Key Responsibilities

• To lead, motivate and monitor with a presence on the malls and CS desks.

• Identify, develop and maintain employee knowledge through effective training and coaching.

• Ensure your team is delivering all KPIs.

• Ensure your team is surpassing quality targets and your team is compliant, delivering exceptional customer experience.

• Identify team’s development needs and work with the coaching and training department to improve these areas.

• Complete regular 1 to 1’s and team meetings with members of your team to create development plans and ensure all performance feedback is given to staff.

• Supporting with the recruitment process alongside the Duty manager.

• Escalate and logging of customer feedback to higher management to ensure there is a positive resolution.

• Responding to social media and webmail enquires on a digital platform.

• Ensure that all Health and Safety requirements are followed as per company policies and procedures which will include accident reporting / investigation, delivery of toolbox talks, maintenance of statutory and non-statutory records etc.

• Support and work closely with all teams across all disciplines.

• Management of staff rotas ensuring efficient use of team at all times.

• Operational and frontline focussed supervision of teams

• Where possible adhere to the 80/ 20 strategy (80% operational, 20% admin)

• Offer a proactive friendly service to all customers, visitors and colleagues.

• Undertake any other reasonable duties as required to meet the needs of the business

Key Accountabilities

• To continuously review and introduce best practice across the Customer Services team.

• To own and deliver the range of Customer Services, following the Operations Manual and SOP’s, required to meet / exceed the customer requirements and add valued support to the management and delivery of the operational services.

• To enhance the relationship with the customer and ensure the appropriate and timely response to all customer service issues and events. 

• To ensure that all relevant records are held and updated as required.

• Liaise with retailers and Retail Liaison Manager as part of the centre’s retailer liaison programme.

• Have a thorough understanding of current Health and Safety requirements and ensure compliance. Maintain a safe working environment. 

Skills, Knowledge and Experience

Person Specification:

·        Must have highly developed influencing skills and a successful track record of supervising a team.

·        Ability to focus on best practice, the Team Leader will use his/her creative approach and personality to influence at all levels, leading his/her team to meet demanding targets and deadlines.

·        Substantial experience in the supervision of people, including selection and training,

·        Experience within teams where motivation and development have been key drivers.

·        Experience of working with multi-disciplinary teams and a proven ability to lead teams effectively.

·        Knowledge, understanding and experience of the principles, processes and outcomes of working with Quality Assurance systems

·        Able to use own initiative and manage own workload.

·        People management skills

·        Flexibility to work in other departments if required.

Essential:

• Demonstrate the ability to add value - identify and implement ideas, measures and increase team performance.

• Previous experience in managing, monitoring and allocating workflow.

• Give guidance, direction and encouragement.

• Excellent communication skills both written and verbal.

• Natural problem solver with initiative and drive

Desirable:

• Excellent administration skills with the ability to use Microsoft Office programmes

• Professional or further qualification in Supervision.

• IOSH qualified.

• Dynamic, outgoing and enthusiastic

• Experience in entertainment, arts or leisure industries

Working Hours - 40 hours per week (5 days out of 7, earliest start 09:00 latest finish 22:15. 8 hours daily)

Salary - £32,167

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Please see our Benefits Booklet for more information.