At a Glance
- Tasks: Provide top-notch customer service and assist visitors at our vibrant shopping centre.
- Company: Join ABM, a leading provider of integrated facility solutions with a commitment to diversity.
- Benefits: Enjoy 24/7 GP access, mental health support, discounts, and a cycle-to-work scheme.
- Other info: Flexible shifts available, including weekends and evenings, with great career growth opportunities.
- Why this job: Be the friendly face that enhances customer experiences in a dynamic environment.
- Qualifications: Previous customer service experience and excellent communication skills are essential.
The predicted salary is between 13.09 - 13.09 £ per hour.
- SHIFT PATTERN: 5 days over 7, 40 hours per week
- PAY RATE: £13.09 per hour
ROLE OVERVIEW AND PURPOSE Job Purpose
The Customer Service Officeris responsible forproviding a welcoming, professionaland high-quality customer service experience to all visitors, retailersand stakeholders within the shopping centre.
The role acts as a key point of contact for customers, assistingwith 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 andassistcustomers in a friendly, professionaland approachable manner.
- Respond to customer enquiries in person, by telephone and through other communication channels.
- Provideaccurateinformationregardingstores, facilities, centre services, opening hours, promotionsand events.
- Assistcustomers with directions and general information about the shopping centre.
- Handle customer complaints and concerns professionally, escalating issues to theappropriate managerwhere necessary.
- Provide support to customers who may requireadditionalassistance, including elderly customers, familiesand 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, servicesand current promotions.
- Report maintenance, cleaning, security or health and safety issues to the relevant department.
- Assistwith lost property procedures andmaintainappropriate 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, facilitiesand centre management teams to resolve customer-related issues.
- Events and Promotions
- Support the delivery of centre events, campaignsand promotional activities.
- Provide customers with information about current offers, activitiesand events.
- Assistwith event set-up, customer engagement and other promotional activities asrequired.
- Encourage positive customer engagement with centre initiatives.
- Administration
- Maintainaccuraterecords of customer enquiries, complaints, lostpropertyand other relevant information.
- Assistwith customer feedback surveys and reporting.
- Monitor and respond to customer feedback in line with centre procedures.
- Complete daily tasks, checklistsand reports asrequired.
- Ensure the customer service desk and surrounding areas are clean, tidyand professionally presented.
Person Specification Essential Skills and Experience
- Previousexperience in customer service, retail, hospitality, leisureor a similar customer-facing environment.
- Excellent communication and interpersonal skills.
- A friendly, approachableand 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 whererequired.
Desirable
- Experience working within a shopping centre, retailenvironmentor visitor attraction.
- Experience dealing with customer complaints anddifficult 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, safeand positive shopping environment
- Reliability, teamworkand overall performance
We're proud to offer a great range of benefits including
- 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
- For more information about ABM's benefits, visit our
About ABM
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.
Customer Service Officer employer: Abm-Industries-Inc.-2
ABM at Gyle Shopping Centre in Edinburgh is an excellent employer, offering a supportive work culture that prioritises employee well-being and development. With a focus on maintaining high standards of cleanliness, employees benefit from a structured work schedule, competitive pay, and opportunities for growth within the company, all while contributing to a welcoming environment for visitors and tenants.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abm-Industries-Inc.-2. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abm-Industries-Inc.-2 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abm-Industries-Inc.-2:Your cover letter is your chance to shine! Tell us why you want to work at Abm-Industries-Inc.-2 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abm-Industries-Inc.-2!
How to prepare for a job interview at Abm-Industries-Inc.-2
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
