Today we are open 09:30 – 23:00


WA1 1UZ

Customer Relationship Representative

Customer Relationship Representative

Job Purpose

Be the front of house and first point of contact for all customer service related enquiries. Provide KPI reports directly to the client and complete daily administration tasks effectively and in a timely manner. Responsible for ensuring a high level of customer service and be a point of contact for all retail staff and guests ensuring an exceptional level of customer care is maintained throughout the centre. Anticipating customers’ requirements, thoughts and needs and communicate these effectively to the Customer Relationship Manager. Ensure adherence to the centres policies and procedures to resolve all customer enquiries for a resolution prioritising the customer’s experience. Administer changes utilising relevant and new methods be forward thinking and support change. Adhere to GS centre standard, inspire and support all GS staff to embrace innovation.

Administration Duties and Daily Tasks

• Handle enquiries efficiently, go above and beyond for customers and staff demonstrating a can do attitude.
• Mall inspections throughout the day which will include customer touch points such as the car park, toilets, entrances, exits and lifts.
• Daily, weekly and monthly reporting
• Follow customer care policies and procedures.
• Achieve and maintain customer service levels and standards.
• Attend all relevant training courses as required.
• Maintain morale and pride in all GS staff.
• Adhere to recognition program for staff on receiving customer compliments.
• Maintain the complaint and compliment system.
• Attend regular meetings with all managers to discuss and brainstorm improvements in upcoming events from the view point of the customer.
• Adhere to procedures for cash handling for all customer service transition points.

Essential Criteria:

• Previous administration experience
• Proficiency in excel and word is a must
• Initiative/forward thinking
• Be accommodating and problem solving
• Have a positive go-to attitude
• Knowledgeable of the environment
• Smart demeanour
• Organisational skills
• Self-motivation
• Excellent communicator at all levels
• Follow processes and procedures

Desirable Criteria:

• Customer Services Qualification
• Administration qualification
• Working with the public

Additional Information

• Permanent
• Hours of work – TBC
• Full Time

Please email sophie.bridge@gswarrington.com with a CV.

Additional information for internal applicants
Please ensure that you discuss your application with your current line manager before formally applying.

Please note that internal job moves are subject to the standard terms for the post being advertised. Enhanced terms cannot be honoured.