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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: Make a real impact by enhancing customer experiences in a fast-paced environment.
- Qualifications: Strong leadership skills and experience in team supervision are essential.
- Other info: Enjoy a fun workplace with diverse tasks and a focus on continuous improvement.
The predicted salary is between 32167 - 32167 £ per year.
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.
- 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.
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.
- 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.
- 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 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
✨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 times when you've motivated a team or resolved a conflict. Be ready to share these examples during your interview to demonstrate your skills and experience in leading a team effectively.
✨Tip Number 3
Don’t forget to ask questions during your interview! Show your interest by asking about the team dynamics, training opportunities, and how they measure success. This not only gives you valuable insights but also shows that you’re genuinely interested in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. So, don’t hesitate – get your application in today!
We think you need these skills to ace Guest Service Team Leader - Trafford Centre Business Operations · Trafford Centre
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 that showcase your leadership style.
Focus on Customer Service: Since this role is all about delivering exceptional customer service, don’t forget to mention your experience in this area. Talk about how you've gone above and beyond for customers and how you’ve handled feedback or complaints effectively.
Be Detail-Oriented: We love candidates who pay attention to detail! Make sure your application is free from typos and errors. Also, include any relevant experiences where your keen eye for detail made a difference in your previous roles.
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 gives you a chance to explore more about what we do at StudySmarter!
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.
✨Showcase Your Leadership Skills
As a Guest Service Team Leader, you'll need to motivate and develop your team. Prepare examples of how you've successfully led teams in the past, focusing on your coaching and training experiences. Highlight any specific achievements that showcase your ability to inspire others.
✨Be Customer-Centric
This role is all about delivering exceptional customer service. Think of instances where you've gone above and beyond for customers. Be ready to discuss how you handle feedback and resolve issues, as well as how you ensure compliance with quality standards.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team's current challenges or how they measure success in guest services. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
