Customer Service Officer

LOCATION: The Forge

SHIFT PATTERN: 5 days over 7, 40 hours per week

PAY RATE: £13.09 per hour

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!

ROLE OVERVIEW AND PURPOSE

If you require any additional support or adjustments during the recruitment process, please don't hesitate to contact our Recruitment Department at [email protected]. We're here to help!

Job Purpose: 

The Customer Service Officer is responsible for providing a welcoming, professional and high-quality customer service experience to all visitors, retailers and stakeholders within the shopping centre. 

The role acts as a key point of contact for customers, assisting with enquiries, providing information about the centre and its facilities, supporting centre promotions and events, and helping to ensure that visitors have a positive and enjoyable experience. 

Key Responsibilities 

Customer Service 

• Welcome and assist customers in a friendly, professional and approachable manner. 

• Respond to customer enquiries in person, by telephone and through other communication channels. 

• Provide accurate information regarding stores, facilities, centre services, opening hours, promotions and events. 

• Assist customers with directions and general information about the shopping centre. 

• Handle customer complaints and concerns professionally, escalating issues to the appropriate manager where necessary. 

• Provide support to customers who may require additional assistance, including elderly customers, families and visitors with accessibility needs. 

• Maintain a high standard of customer service at all times. 

Centre Operations 

• Maintain a strong knowledge of the shopping centre, its retailers, facilities, services and current promotions. 

• Report maintenance, cleaning, security or health and safety issues to the relevant department. 

• Assist with lost property procedures and maintain appropriate records. 

• Support emergency procedures and follow the centre's health and safety policies. 

• Monitor customer areas and report any issues that could affect the customer experience. 

• Work closely with security, cleaning, facilities and centre management teams to resolve customer-related issues. 

Events and Promotions 

• Support the delivery of centre events, campaigns and promotional activities. 

• Provide customers with information about current offers, activities and events. 

• Assist with event set-up, customer engagement and other promotional activities as required. 

• Encourage positive customer engagement with centre initiatives. 

Administration 

• Maintain accurate records of customer enquiries, complaints, lost property and other relevant information. 

• Assist with customer feedback surveys and reporting. 

• Monitor and respond to customer feedback in line with centre procedures. 

• Complete daily tasks, checklists and reports as required. 

• Ensure the customer service desk and surrounding areas are clean, tidy and professionally presented. 

Person Specification 

Essential Skills and Experience 

• Previous experience in customer service, retail, hospitality, leisure or a similar customer-facing environment. 

• Excellent communication and interpersonal skills. 

• A friendly, approachable and professional manner. 

• Ability to remain calm and professional when dealing with challenging situations. 

• Strong problem-solving and organisational skills. 

• Ability to work effectively as part of a team. 

• Good attention to detail. 

• Basic computer and administrative skills. 

• Ability to work flexibly, including weekends, evenings and public holidays where required. 

Desirable 

• Experience working within a shopping centre, retail environment or visitor attraction. 

• Experience dealing with customer complaints and difficult situations. 

• Knowledge of local services and the surrounding area. 

• First aid or emergency response training. 

Key Competencies 

• Customer focused 

• Excellent verbal and written communication 

• Professional and positive attitude 

• Problem solving 

• Teamwork and collaboration 

• Reliability and punctuality 

• Flexibility 

• Attention to detail 

• Ability to work under pressure 

• Strong interpersonal skills 

Working Relationships 

The Customer Service Officer will work closely with: 

• Centre Management 

• Retailers and store teams 

• Security personnel 

• Cleaning and facilities teams 

• Marketing and events teams 

• Contractors and external service providers 

• Members of the public and visitors 

Performance Measures 

Success in the role will be measured through: 

• Customer satisfaction and feedback 

• Professional handling of enquiries and complaints 

• Quality and accuracy of customer information provided 

• Effective communication with retailers and centre teams 

• Compliance with centre policies and procedures 

• Contribution to a welcoming, safe and positive shopping environment 

• Reliability, teamwork and overall performance 

 

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme
• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

For more information about ABM’s benefits, visit our 

About ABM:

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.

For more information, visit .

ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.