Drake Circus - Customer Service Advisor (Compliance)

OFFICE LOCATION

Drake Circus, Management Suite, Plymouth, PL1 1EA

REPORTS TO

Contract Manager. Rikki McMachan

DIRECT REPORTS

None

EMPLOYMENT STATUS / WORKING HOURS/ SALARY

24 hours per week but flexible to meet the needs of the role & business.

£9.65 per hour

DATE

July 2021

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. 

Responsibilities

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 always.
  • 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 helping with any general enquiries. Liaising with the Retail Services Manager to advise retailers on marketing opportunities / occupier support.
  • 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.
  • Assist with the health and safety of staff and estate, including all legal compliance.
  • Provide admin support for the waste management portfolio, as well as ensuring all spreadsheets are updated.
  • 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. 
  • Manage the lost property liaising with the staff team/local charities to ensure proper paperwork is in place.
  • Assist in hosting of refreshments to client representatives, tenants, and visitors to the estate.
  • Support the wider team as appropriate with any reasonable request.

Other

  • 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.

Knowledge/Skills/Experience

Essential

  • High levels of Customer Care
  • Health and Safety Compliance
  • Waste management compliance
  • Experienced Administration skills
  • Microsoft including Excel
  • Articulate and can communicate effectively with the public, clients and the IFM teams
  • Organised individual who can demonstrate a record of planning and managing workflows
  • Able to demonstrate an understanding of high-quality service delivery and their impact on this

Benefits

  • Discounted parking across the estate
  • Retailer discounts at many outlets
  • 20 days holiday and many more

Vacancy closes

Monday, November 1st, 2021