Customer Experience Host

JLL; Birmingham; On-site; GBP 18,000 - 24,000; Full time

Job summary

JLL is seeking a Customer Experience Host in the United Kingdom to act as the face of the destination, delivering exceptional service to customers and occupiers. You will build strong relationships, promote social value, and support events and marketing activities across the centre.

In this role, you will liaise with multiple teams, onboard new occupiers, and ensure accurate information on facilities and wayfinding. A strong communicator with retail or hospitality background is essential.

Qualifications

• Retail or hospitality experience is essential.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to engage customers.

Responsibilities

• Greet guests warmly and ensure a welcoming environment.
• Deliver high-quality customer service to customers and retailers.
• Handle customer and occupier queries efficiently.
• Collaborate with security, cleaning and maintenance teams.
• Onboard new occupiers and support destination events and marketing.

Skills

Strong communicator

Interpersonal skills

Retail experience

Hospitality experience

Verbal communication

Job description

JLL empowers you to shape a brighter way .

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Job Title: Customer Experience Host

Location: (Insert destination)

Reporting to: Occupier and Customer Manager

Role Description

The Customer Experience Host is the face of the destination for customers and occupiers. Responsible for delivering high quality customer service, building meaningful relationships and creating memorable experiences. The Customer Experience Host will work as part of the Occupier and Customer team to establish the (Insert destination) community and promote social value. Develop a deep understanding of (Insert destination) customer feedback and experience, occupier performance and drive operational excellence.

Key Stakeholders

• Customers & Occupiers
• JLL service partners
• Destination Teams
• Hammerson (Client)
• Local community - charities, schools, organisations, and non-retail competitive businesses etc.

Key Responsibilities

• Personalised proactive customer engagement ensuring a warm welcome to guests at (insert destination)
• Delivery of high-quality customer service to customers and retailers
• Dealing efficiently with any customer and occupier issues/queries
• Proactively communicate with colleagues to ensure that all duties and tasks are fulfilled to the highest standards
• Provide accurate information regarding centre retailers, facilities and directions to customers and retailers upon request. Knowledge of the wider city we are operating in.
• Communicating with the Occupier and Customer Manager and Marketing team to ensure effective communication for destination events and marketing activity. Onboard new occupiers to the Centre.
• Liaising and working with the security, cleaning, and maintenance teams to ensure any issues are flagged, and follow through to resolution
• Build relationships with local charity and community groups. Oversee community events and support the destination in driving Social Value.
• Collect data and intel from our customers and occupiers. Ensure accuracy and able to work to deadlines.
• Develop a detailed knowledge and become an expert in the software platforms. Able to provide analysis and competently use site systems.
• Manage the occupier communication platform. Ensure content is updated regularly and promote sign up
• Ensure customer website and wayfinding is accurate and up to date with any destination changes.
• Oversee occupier customer feedback programmes as appropriate and use the feedback to inform strategy
• Handle all queries efficiently but effectively and supply relevant information as required and appropriate
• Proactively identify and troubleshoot issues
• Complete a handover with colleagues and other stakeholders as required when taking time out of the business and between shifts
• Be aware of relevant legislation to include health & safety and be always security conscious
• Own occupier communications, working with all departments and clients to ensure effective communication
• Meeting with a range of representatives from each retailer within the scheme from decision-makers to store managers, to gain a confident understanding of their business performance objectives, aspirations and needs and identify opportunities to help retailers achieve these
• Aid Occupier and Customer manager in building proactive and effective two-way relationships with stakeholders within the destination. These stakeholders will include local retailers, leisure operators, public services (such as police), local authorities, schools/ colleges/ universities, charities and such like.

Values & behaviours

• Driving forward actions with pace and encouragement of creative solutions - you have a hunger for delivering results.
• An open and transparent communication style with the ability to listen, influence and challenge appropriately.
• The cultivation of close working relationships with peers and teams to drive win-win outcomes.
• A fresh & unrestrictive view on current ways of doing things to stimulate innovation and new approaches.
• Embracing change by fostering state-of-the-art knowledge and technology trends to sustain Westfield's competitive edge.
• Being dedicated, motivated and passionate about our people and our company.

Required skills

• A strong communicator and interpersonal skills
• Retail or hospitality experience essential.
• Strong verbal and written communication skills
• Exception