Job Description

Guest Service supervisor

OFFICE LOCATION Braintree Village

REPORTS TO Integrated Services Manager

EMPLOYMENT STATUS / WORKING HOURS

Full Time

DATE October 2019

Summary & Purpose of the RoleTo be a front line customer service desk representative, dealing directly with members of the public, tenants and client requests. To support and assist Integrated Service manager along with the Centre Management team in supporting marketing, promotional and commercialisation activities. To assure that the company standards and policies are followed and maintained

Responsibilities• Provide overall management supervision and leadership • Adhere to and manage all health, safety and environmental policies and procedures• Provide guidance and direction to the Team• Frequent surveillance of teams to review standards and performance• Monitor the progress and quality of activities • Manage resources (including staffing, equipment and materials) to ensure delivery against contract within the delivery team• Manage service delivery to meet contractual and client demands • Pro-actively identify hotspots and implement a rectification plan• Provide reports and summary of department • Maintain confidentiality in all aspects of client and staff information. Interact with clients, suppliers and visitors. Management of all cash handling, gift card reporting and associated tasks Manage the lost and found procedure Build and maintain relationships with local stakeholders. Answer telephones and transfer to appropriate staff member. Prepare responses to correspondence containing routine inquiries. Perform general clerical duties to include, but not limited to, copying, mailing and filing. Interact with the general public in a professional manner Assist with the administration of marketing materials as and when appropriate. Assist with event and promotional activity management as required. Assist the Retail Liaison Manager with the preparation and distribution of brand partner

communications. Assist with the collection and input of weekly retailer sales data

Company Vision…..“to have clients who love working with us and staff who love working for us” 1

To ensure all work is carried out in a safe, proper and thorough manner taking into account Health and safety legislation, Incentive FM policies and procedures, risk assessments and method statements

Skills and Experience Experience of working with the public Experience of working and building partnerships with clients IT literacy skills in Microsoft Outlook, Word, Excel and PowerPoint Articulate and has the ability to communicate effectively with the clients and the IFM teams Organised individual who can demonstrate a record of planning and managing work flows Able to demonstrate an understanding of high quality service delivery and their impact on

this The ability to be agile and flexible to meet the needs and demands of the role Excellent time management organisation and focus on ability to prioritise and multi task

with clear ability to focus on detail

Declaration: I agree that I have been fully informed on my position and that my job description has been thoroughly explained to me.

Employee’s signature:

Employees name: Date:(please print)

Manager’s signature:

Managers name: Date:(please print)

This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals. The post holder will be required at all times to perform any other reasonable task, as requested by the Regional Director/Managing Director, in order to meet the operational needs of the business.

Company Vision…..“to have clients who love working with us and staff who love working for us” 2