Customer Service Team Leader

We are looking for a Customer Service Team Leader to interact with customers on a daily basis, promptly responding to all inquiries in a courteous and efficient manner. Encourage the sale of the company gift card and applies exemplary customer relationship skills that promote a superior company image and provide information to customers on promotions, product features, prices, services & substitutes when asked.

Main Duties:

• To be present at all times and the customers and visitors the best experience possible.
• To talk positively and confidently to all customers, retailers, and visitors
• To liaise with retailers and tower occupiers and build good working relationships
• To be responsible for logging Lost Property through the site process
• To promote the Manchester Arndale gift card at every opportunity and to be able to sell the gift cards at the information desks and encourage sales throughout the mall
• To support and gather weekly KPI information with discretion when required.
• To be responsible for the administration of customer queries and records via telephone or email.
• To be responsible for the safety of customers in the centre, being aware of slips, trips and falls and reporting through the correct channels.
• To operate and be responsible for the tills and ensuring that they balance at the end of each shift and money taken to control for banking and ensure the auditing of the system is completed monthly.
• To have a good city centre knowledge
• Be responsible for the tidiness & cleanliness of the customer experience desk and reception and ensure that all stock is well managed
• To diffuse complaints and gather positive comments.
• To ensure marketing collateral, centre map guides are available and touch screens are in working order.
• To ensure all policies and procedures are followed and monitoring the team accordingly.

What you will need to be successful:

• Demonstrable experience within the retail industry, with a track record for innovation and success
• Experienced in a fast paced work environment
• Experienced in customer focussed environment

At OCS, we’re a proud bunch of around 20,000 colleagues who put customer service at the heart of everything we do.  We are not just a cleaning company; we hire security officers, caterers, landscapers, and engineers to name just a few. Our job and career opportunities are endless for full-time, part-time, and casual positions, in addition to countless internal opportunities for existing colleagues.  We are big believers in supporting and investing in our colleagues from their very first day because we know that our people are critical to our business and making sure we deliver for our customers.  This is what makes OCS a great place to work.