At a Glance
- Tasks: Provide exceptional guest experiences and proactive solutions at Liverpool ONE.
- Company: Join a vibrant team at Liverpool ONE, a leading shopping and leisure destination.
- Benefits: Flexible hours, competitive pay, and the chance to develop customer service skills.
- Other info: Dynamic role with opportunities to learn about Liverpool's exciting offerings.
- Why this job: Be the face of Liverpool ONE and make every guest feel welcome and valued.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 31500 - 38500 £ per year.
Responsible for providing an exceptional guest/customer experience at Liverpool ONE. As the main point of contact for face to face and switchboard guest enquiries, the Guest Services Assistant will work as part of a small team to provide proactive solutions, recommendations and personalised services to exceed guest expectations. They will deliver daily operations and services out of the Information Centre, smoothly and at a consistent high level of presentation in line with Liverpool ONE brand values. The role is flexible and will involve providing visitors with proactive customer service across the Liverpool ONE estate, anticipating customer needs and ensuring the best Liverpool ONE welcome. Additionally, they will work as a team to build positive relations with brand partners, colleagues, service providers and Shopmobility ensuring high levels of engagement and brand presentation are maintained at all times.
Principal Accountabilities:
- Deliver Liverpool ONE guest services, such as (but not limited to) Liverpool ONE guest enquiries, Gift card sales and enquiries, lost and found, wayfinding, guest mobility, accessibility, tourist information, public transport enquiries, washroom facilities, brand partner liaison, and guest feedback. The role will also be responsible for administering first aid.
- Deliver a seamless approach to service delivery in the Information Centre.
- Proactively welcome all guests, anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution.
- Support the Senior Guest Services Team Leader, Guest Services Team Leaders and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with brand partner handbook, escalating issues where needed. In addition ensure regular visits to stores to encourage use of the Liverpool ONE app.
- Develop and maintain knowledge of the Liverpool ONE brand partner offer with insider information on services, products, offers, events as well as the wider Liverpool city region destination offer.
- Support the marketing efforts to drive occupier sales, specifically the loyalty programme through encouraging occupier participation in Liverpool ONE events and programmes, as well as ensuring store teams are regular users of the Liverpool ONE occupier app.
- Be the eyes and the ears of Liverpool ONE, ensuring the prompt reporting of any standards that are not in line with expectations.
- Manage the Liverpool ONE telephone switchboard system, ensuring all enquiries are answered promptly and directed accurately.
- Contribute generally to Liverpool ONE supporting its vision, values, aims and objectives, ensuring that consistent best practice is adopted.
- To undertake and execute any other reasonable duties as requested by the Guest Services team leader.
- Adhere to, and consistently demonstrate the Liverpool ONE Values, complying with H&S regulations.
- Ensuring Liverpool ONE is ready to welcome any guests and support their needs, whether that is accessibility support, signage, tensa barriers for occupier or Liverpool ONE events, dog bowls.
Key interfaces:
- Visitors
- Brand Partners
- Shopmobility
- Retail & Leisure
- Customer Services Executive
- Estate Manager
- Security team
- Environmental Services
What we are looking for:
Qualifications:
- NVQ Customer Services - Desirable
- Second language - Desirable
- Availability across weekends, mornings, evenings and busy seasons (Easter Holidays, Summer Holidays, Christmas)
- Flexible contract, minimum 8 hours, maximum 16 hours
Essential:
- Calm under pressure
- Able to demonstrate drive, resilience, innovation
Knowledge:
- Recognise what outstanding customer service looks like & how to influence it
- Liverpool City Region
Previous experience:
- Guest facing roles in Retail/leisure, Hotel or Tourism and Travel environments
Special attributes:
- Friendly/approachable
- High energy
- Flexible approach
- Passion for delivery of brilliant customer service
- Able to work weekends and late nights in line with core trading hours
- Thirst for knowledge
- Knowledge of Liverpool City Region & City region visitor offer is desirable.
Behavioural Competencies:
- Personal integrity
- Responsibility
- Pride
- Respect
Guest Services Assistant in Liverpool employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that values its team members by providing a supportive work environment in Tutnalls, where collaboration and reliability are key. With flexible part-time hours, employees can enjoy a healthy work-life balance while benefiting from opportunities for personal growth and development within the company. Join us to be part of a dedicated team that prioritises safety, cleanliness, and exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Assistant in Liverpool
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Mitie Group plc. and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Mitie Group plc. and let us see your personality shine through!
We think you need these skills to ace Guest Services Assistant in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Mitie Group plc..
Get Familiar with Our Brand:Before applying, take some time to learn about Mitie Group plc. and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Mitie Group plc..
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Mitie Group plc. will surely appreciate.
