Customer Service Officer

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!

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!

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

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.