We are seeking a Customer Service Officer to join our team at The Forge in Glasgow, Scotland.
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.
Key Responsibilities:
- 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:
- 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
Benefits:
- 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
