Customer Service Advisor - Incentive FM


Drake Circus, Management Suite, Plymouth, PL1 1EA


Deputy Facilities Manager




Part Time/Flexible to meet the needs of the role & business


February 2020


Role Purpose:  Deliver a warm and welcoming first impression to the Centre for anyone visiting, calling or contacting via email/social media. Provide administrative support to facilitate the efficient running of the Centre Management Office and Reception. 




  • Responsible for greeting visitors and dealing with enquiries; providing a professional first point of contact for visitors and telephone enquiries to the Centre Management Suite/Customer Service Desk. Acting in a polite, positive and professional manner at all times.

  • Provide a first point of contact for members of the public ensuring a warm welcome, dealing with enquiries and problems efficiently and quickly.

  • Ensure that all customer complaints / comments are responded to and escalated and recorded in a timely manner.

  • First call pickup ensuring telephone messages are passed in a timely manner with the correct information to the appropriate team member.

  • Take responsibility for the Reception areas including all equipment and ensuring everything is in good working order. 

  • Assist retailers with the occupier services including photocopying, faxing and helping with any general enquiries. Liaising with the Retail Services Manager to advise retailers on marketing opportunities / occupier support.

  • Administer the Drake Circus Gift Card.

  • Support Retailers / Retail Staff in accessing the Estate Communication App (BL:Comm)

  • Administer staff discount parking process (B2B)


Office Support

  • Provide a high standard of administrative support for the Estate Management Team as required including compilation of monthly and quarterly reports, website & charity event reports, letters and photocopying and weekly news cutting reports. Provide Retailer engagement support to the Retail Services Manager.

  • Provide efficient administrative support to enable the smooth running of the office function.

  • Managing, logging and administering of communication spreadsheets for info@, social media and e-mail/mail. Update retail key holder details, Photo-Me float and reimbursement of funds. 

  • Follow up in a timely manner any fault reporting for Information pods, drink machines, photo booths, children’s rides, photocopy equipment and the ATM machines.

  • Establish strong links with all occupiers, primarily via telephone / e-mail contact, and utilise contacts effectively (in conjunction with the RSM) to obtain monthly figures and feedback required in advance of monthly management meetings.

  • Manage the lost property liaising with the staff team/local charities to ensure proper paperwork is in place.

  • Assist in the booking of travel and hotels for the management team and visitors.

  • Supply first line information and contact details to contractors wishing to gain access to the estate to carry out maintenance work.

  • Assist in hosting of refreshments to client representatives, tenants and visitors to the estate.

  • Support the wider team as appropriate with any reasonable request.



  • Have a good understanding of the estate’s Health and Safety policy and the resultant requirements on-site, including evacuation procedures in the event of an incident, (including major incident) to ensure the safety of on-site personnel / visitors.

  • Act as the duty incident loggist as required on a rota basis.





  • High levels of Customer Care

  • Experienced Administration skills

  • Microsoft including Excel

  • Articulate and has the ability to communicate effectively with the public, clients and the IFM teams

  • Organised individual who can demonstrate a record of planning and managing work flows

  • Able to demonstrate an understanding of high-quality service delivery and their impact on this



  • Helpdesk experience

  • Social media

  • Complaint Handling


Vacancy closes
Thursday, April 30, 2020

How to apply

Send CV and cover letter to