Drake Circus - Customer Service Advisor (Finance)


Drake Circus, Management Suite, Plymouth, PL1 1EA


Contract Manager. Rikki McMachan




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

£9.65 per hour


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. 



  • 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.
  • Provide efficient administrative support to enable the smooth running of the office function.
  • Raising Purchase Orders and dealing with the subsequent paperwork associated with finance.
  • Dealing with Invoices and ordering large amounts of consumables for the estate.
  • 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.


  • 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
  • Strong understanding and knowledge of finance.
  • Knowledge of Purchase Orders and admin that is entailed.
  • Raising of Invoices and ordering of goods.
  • 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 workflows
  • Able to demonstrate an understanding of high-quality service delivery and their impact on this


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

Vacancy closes

Monday, November 1st, 2021