Customer Service Officer in Brighton

• SHIFT PATTERN: 4 ON 4 OFF, 30 hours per week
• PAY RATE: competitive
• Overview of Job Description

Churchill Square Shopping Centre is Brighton’s main shopping complex located in the heart of Brighton.

It offers convenient commuting from the city centre and surrounding areas, discounted retail benefits, a full uniform with annual refresh, access to the Perkbox employee benefit scheme with discounts on e‑vouchers, gyms, holidays and car rentals, as well as a 24/7 employee assistance program.

This role is a part‑time Customer Service Advisor working an average of 25.5 hours per week on a four‑on‑four‑off rolling rota at £13.88 per hour with annual leave calculated pro‑rata including public holidays.

Online e‑learning and a comprehensive Learning & Development programme are provided, along with full training and induction.

Churchill Square Shopping Centre Advisors are responsible for the safety and welfare of members of the public who visit the Centre, ensuring a pleasant shopping experience without incidents.

They also provide assistance to all customers who visit.

Main Duties & Responsibilities

• Customer Service
• Deliver high‑quality service to customers in person, by telephone, and by e‑mail, aligned with the Shopping Centre mission: "Working together to provide the best possible Customer Experience."

• Provide information about

• Shopping centre facilities and retailers
• Job vacancies in the Shopping Centre
• Centre car parking information and tariffs
• Managing the Collect Plus service desk offers
• Promote and sell Gift Cards, process card payments, and keep precise records of sales and transactions
• Upcoming events within the centre and local area
• Additional services offered by the Shopping Centre (e. g., Shopmobility)
• Brighton City Centre facilities
• Community services in the locale
• Local transport information and schedules
• Directions to/information about local tourist attractions
• Deal with customers in a professional manner, offering immediate solutions and passing relevant comments to Centre Management.
• Handle customer complaints using the same approach.
• Answer phones.
• Assist with various admin tasks (e. g., lost/found property, reporting defects and spillages).
• Pass on information to Security regarding incidents within the Centre.

Administrative Tasks – Under direction from the Centre Manager.

• Communicate and liaise effectively with tenants, Centre managers and Security.
• Work as part of a team providing customer service support where required.
• Keep information displayed up to date and reorder stocks and supplies as appropriate.
• Update the Job Vacancies list daily.
• Typing, filing, and general administration to support the operation of CSD and the Centre Management Team.
• Collect and provide feedback to Centre Management on visitor comments, including written reports.
• Maintain accurate and computerised databases on all necessary information regarding the centre.
• Use and maintain spreadsheets to update statistical data and performance monitoring information for Centre Management.
• Understand building unlocking and locking up procedures and assist if necessary.
• Assist in emergency situations.
• Manage the photocopying for tenants.
• Undertake learning and development activities, such as attending training events.
• Work with the Centre Management Team to conduct surveys for the CSD service and similar customer service activities.
• Support retailers by developing and building relationships.
• Log and update Centre Faults.
• Work alongside colleagues, contractors, and customers in a pleasant and co‑operative manner.
• Ensure the CSD desk is well‑presented, tidy, professional and welcoming to all customers.
• Complete additional tasks reasonably requested by Centre Management from time to time.

Person Specification

• Promote a clean and safe working environment by ensuring all tasks are conducted in line with company policies and procedures.
• Have strong customer service skills.
• Apply health and safety procedures in compliance with legislation and company policy.
• Maintain high standards of professionalism, service speed, and quality assurance.
• Adhere to new policies and procedures to ensure a respectful workplace.
• Key Requirements

Essential

• Sound communication skills.

Desirable

• Good customer service attitude.
• Ability to respond effectively to urgent customer requests.
• Attention to detail.
• Flexibility and adaptability to change.

Benefits

• 24/7 GP: You and your immediate family can speak to a UK‑based GP from the comfort of home.
• Mental health support and life‑event counselling.
• Get Fit Programme.
• Financial and legal support.
• Cycle‑to‑work scheme.

• Access Perks at Work: an innovative employee app that offers

• Perks: discounts, gift cards, cashback, and exclusive offers.
• Life: resources and tools on family and life, health, money and work.
• Support: online chat or telephone service for urgent support in a crisis.
• Equal Employment Opportunity Statement

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.

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