Seasonal Customer Experience Host FTC Part-Time in South Ockendon

Purpose of the Role

To provide outstanding customer service and operational support across Lakeside Shopping Centre over the busy Christmas period.

The role is responsible for creating a welcoming environment for visitors, assisting with customer enquiries and wayfinding, supporting the Customer Services team, and helping to maintain a clean, safe and enjoyable shopping experience for all.

You will need to be available during the duration of the fixed term contract.

Key Responsibilities

• Act as a welcoming ambassador for Lakeside Shopping Centre, delivering exceptional customer service at all times.
• Proactively engage with customers throughout the centre, providing wayfinding assistance, centre information and recommendations.
• Staff the Customer Services Information Point, responding to customer enquiries professionally and efficiently.
• Support customers with a range of services, including lost property, Click & Collect and ShopMobility enquiries.
• Work collaboratively with the Customer Services Team and other centre departments to ensure a positive visitor experience.
• Maintain regular radio communication with colleagues and the Security Control Room, responding to requests and reporting incidents as required.
• Assist with centre safety by identifying and reporting hazards, spillages, maintenance issues and other health and safety concerns.
• Carry out light housekeeping tasks, including the collection of litter and removal of minor hazards to help maintain a clean, safe and welcoming environment.
• Support the wider centre teams during busy periods, seasonal events and promotional activities.
• Assist with customer welfare situations, including lost children, vulnerable persons and other customer support incidents, following established procedures.
• Follow instructions issued by managers and supervisors, carrying out duties in line with centre policies and procedures.
• Demonstrate flexibility and teamwork, providing support across different customer service functions as required.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

• Proven ability to deliver excellent customer service in a fast-paced environment.
• Ability to communicate confidently, professionally and courteously with a wide range of customers.
• Commitment to maintaining confidentiality and handling sensitive information appropriately.
• Ability to work on own initiative and respond effectively to changing priorities and customer needs.
• Honest, reliable and dependable with a strong work ethic.
• A positive team player who can build effective working relationships and inspire confidence in colleagues and customers.
• Demonstrates a "one team" approach, working collaboratively with colleagues across all departments within Lakeside Shopping Centre.
• Strong organisational, interpersonal and communication skills.
• Ability to remain calm and professional when dealing with challenging situations or customer concerns.
• Comfortable spending extended periods walking the mall and working in a customer-facing environment.
• Awareness of the importance of health and safety, with the confidence to identify and report hazards and take appropriate action where required.
• Willingness to undertake a variety of duties, including wayfinding, customer enquiries, litter picking, event support and maintaining a safe and welcoming environment.
• Flexible approach to working hours, including weekends, evenings, bank holidays and peak trading periods.
• Well presented, professional and approachable at all times.

Desirable

• Previous experience in a customer service, retail, hospitality or visitor-facing role.
• Experience using radio communications or working within a large public venue.
• Knowledge of shopping centre operations, customer information services or visitor attractions.

Working Hours – Part-time, various Hours. Fixed Term Contract – 26/11/2026 - 04/01/2027

Salary - £12.71 per hour

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