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- Tasks: Lead and motivate the Guest Services Team to deliver exceptional customer service.
- Company: Join a dynamic team at The Trafford Centre, a vibrant retail destination.
- Benefits: Competitive salary, flexible hours, and opportunities for personal development.
- Why this job: Be a role model and make a real impact on customer experiences.
- Qualifications: Experience in team supervision and excellent communication skills required.
- Other info: Fast-paced environment with diverse tasks and growth opportunities.
The predicted salary is between 32167 - 32167 £ per year.
Purpose of the Role
To lead the Guest Services Team and undertake day to day leadership and delivery of Guest services supporting operational delivery at The Trafford Centre. The role would be ideal if you are driven, enjoy motivating others and have a keen eye for detail. Your ethos will be continuous improvement, supporting the Centre teams in all areas of the customer journey. Our inspirational Team Leaders are role models for our employees. Our Leaders lead by example, recognising teams and individuals for their achievements and for living the values and behaviours. They own the coaching and development of their team members motivating them to deliver exceptional customer service. This is a fast-paced environment with different tasks and objectives to achieve every day, delivering customer service to Savills highest standards whilst continually improving the efficiency and effectiveness of the team.
Key Responsibilities
- To lead, motivate and monitor with a presence on the malls and CS desks.
- Identify, develop and maintain employee knowledge through effective training and coaching.
- Ensure your team is delivering all KPIs.
- Ensure your team is surpassing quality targets and your team is compliant, delivering exceptional customer experience.
- Identify team’s development needs and work with the coaching and training department to improve these areas.
- Complete regular 1 to 1’s and team meetings with members of your team to create development plans and ensure all performance feedback is given to staff.
- Supporting with the recruitment process alongside the Duty manager.
- Escalate and log customer feedback to higher management to ensure there is a positive resolution.
- Responding to social media and webmail enquiries on a digital platform.
- Ensure that all Health and Safety requirements are followed as per company policies and procedures which will include accident reporting / investigation, delivery of toolbox talks, maintenance of statutory and non-statutory records etc.
- Support and work closely with all teams across all disciplines.
- Management of staff rotas ensuring efficient use of team at all times.
- Operational and frontline focused supervision of teams.
- Where possible adhere to the 80/20 strategy (80% operational, 20% admin).
- Offer a proactive friendly service to all customers, visitors and colleagues.
- Undertake any other reasonable duties as required to meet the needs of the business.
Key Accountabilities
- To continuously review and introduce best practice across the Customer Services team.
- To own and deliver the range of Customer Services, following the Operations Manual and SOPs, required to meet/exceed the customer requirements and add valued support to the management and delivery of the operational services.
- To enhance the relationship with the customer and ensure the appropriate and timely response to all customer service issues and events.
- To ensure that all relevant records are held and updated as required.
- Liaise with retailers and Retail Liaison Manager as part of the centre’s retailer liaison programme.
- Have a thorough understanding of current Health and Safety requirements and ensure compliance. Maintain a safe working environment.
Skills, Knowledge and Experience
Person Specification:
- Must have highly developed influencing skills and a successful track record of supervising a team.
- Ability to focus on best practice, the Team Leader will use his/her creative approach and personality to influence at all levels, leading his/her team to meet demanding targets and deadlines.
- Substantial experience in the supervision of people, including selection and training.
- Experience within teams where motivation and development have been key drivers.
- Experience of working with multi-disciplinary teams and a proven ability to lead teams effectively.
- Knowledge, understanding and experience of the principles, processes and outcomes of working with Quality Assurance systems.
- Able to use own initiative and manage own workload.
- People management skills.
- Flexibility to work in other departments if required.
Essential:
- Demonstrate the ability to add value - identify and implement ideas, measures and increase team performance.
- Previous experience in managing, monitoring and allocating workflow.
- Give guidance, direction and encouragement.
- Excellent communication skills both written and verbal.
- Natural problem solver with initiative and drive.
Desirable:
- Excellent administration skills with the ability to use Microsoft Office programmes.
- Professional or further qualification in Supervision.
- IOSH qualified.
- Dynamic, outgoing and enthusiastic.
- Experience in entertainment, arts or leisure industries.
Working Hours - 40 hours per week (5 days out of 7, earliest start 09:00 latest finish 22:15. 8 hours daily)
Salary - £32,167
Please see our Benefits Booklet for more information.
Guest Service Team Leader - Trafford Centre Business Operations · Trafford Centre in Sale employer: Savills Company
Contact Detail:
Savills Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Service Team Leader - Trafford Centre Business Operations · Trafford Centre in Sale
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've motivated a team or improved customer service. Being able to share these experiences will demonstrate your ability to lead and inspire others, which is key for the Guest Service Team Leader role.
✨Tip Number 3
Don’t forget to ask questions during your interview! Show your interest in the role by asking about team dynamics, training opportunities, and how success is measured. This not only gives you valuable insights but also shows that you’re proactive and engaged.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and makes it easier for us to keep track of your application.
We think you need these skills to ace Guest Service Team Leader - Trafford Centre Business Operations · Trafford Centre in Sale
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your experience in leading and motivating teams. We want to see how you've inspired others and driven them to achieve their best, so share specific examples!
Be Detail-Oriented: Since the role requires a keen eye for detail, ensure your application is free from typos and errors. We appreciate clarity and precision, so take the time to proofread your application before hitting send.
Demonstrate Customer Service Excellence: This position is all about delivering exceptional customer service. Use your application to showcase any relevant experiences where you’ve gone above and beyond for customers. We love hearing about your success stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Savills Company
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with the key responsibilities and accountabilities mentioned in the job description. This will help you demonstrate how your experience aligns with their needs, especially around leading teams and delivering exceptional customer service.
✨Showcase Your Leadership Skills
Be ready to share specific examples of how you've motivated and developed a team in the past. Think about times when you’ve recognised achievements or implemented training that improved performance. This will show them you’re not just a manager, but a true leader who inspires others.
✨Emphasise Continuous Improvement
Since the role focuses on continuous improvement, come prepared with ideas on how you would enhance customer service delivery. Discuss any previous experiences where you’ve successfully introduced best practices or improved processes, as this will resonate well with their ethos.
✨Engage with Questions
Prepare thoughtful questions to ask during the interview. This could be about their current challenges in guest services or how they measure success in the role. Engaging in a two-way conversation shows your interest and helps you assess if the company culture is the right fit for you.
