Guest Services Assistant

Mitie Group plc.; Liverpool; On-site; GBP 12,000 - 18,000; Part time

Job summary

Mitie Group plc. is seeking a Guest Services Assistant to deliver an exceptional guest experience at Liverpool ONE.

You will be the main point of contact for face-to-face and switchboard inquiries, delivering proactive solutions and personalised service. You will support the Information Centre operations, welcome visitors, assist with wayfinding and accessibility, and liaise with brand partners and tenants to maintain high standards.

Qualifications

• NVQ Customer Services - Desirable.
• Second language - Desirable.
• Availability across weekends, mornings, evenings and busy seasons (Easter Holidays, Summer Holidays, Christmas).
• Flexible contract, minimum 8 hours, maximum 16 hours.

Responsibilities

• Deliver Liverpool ONE guest services, including guest enquiries, gift card sales, lost and found, wayfinding, mobility and accessibility support, information and feedback.
• Ensure seamless information centre service delivery.
• Welcome guests proactively and act as liaison to resolve concerns.
• Support senior guest services leaders and tenants with day-to-day liaison and communication.
• Develop knowledge of brand partner offers and Liverpool city region destinations.
• Support marketing efforts to drive occupier participation in events and loyalty programmes.
• Be the eyes and ears to report standards not met.
• Manage telephone switchboard and direct inquiries promptly.
• Contribute to Liverpool ONE aims and values and adopt best practices.
• Undertake other duties as requested by the Guest Services team leader.
• Adhere to H&S regulations and ensure a ready welcome for all guests.

Skills

Calm under pressure

Drive

Resilience

Innovation

Education

NVQ Customer Services

Tools

Liverpool ONE app

Job description

Job Overview

• Responsible for providing an exceptional guest/customer experience at Liverpool ONE. As the main point of contact for face to face and switchboard guest enquiries, the Guest Services Assistant will work as part of a small team to provide proactive solutions, recommendations and personalised services to exceed guest expectations.
• They will deliver daily operations and services out of the Information Centre, smoothly and at a consistent high level of presentation in line with Liverpool ONE brand values.
• Whilst the Information Centre acts as the hub for Liverpool ONE services, the role is flexible and will involve providing visitors with a proactive customer service across the Liverpool ONE estate, anticipating customer needs and ensuring the best Liverpool ONE welcome.
• Additionally, they will work as a team to build positive relations with brand partners, colleagues, service providers and Shopmobility ensuring high levels of engagement and brand presentation are maintained at all times.
  

Principal Accountabilities:

1. Deliver Liverpool ONE guest services, such as (but not limited to) Liverpool ONE guest enquiries, Gift card sales and enquiries, lost and found, wayfinding, guest mobility, accessibility, tourist information, public transport enquiries, washroom facilities, brand partner liaison, and guest feedback. The role will also be responsible for administering first aid.
2. Deliver a seamless approach to service delivery in the Information Centre.
3. Proactively welcome all guests, anticipating their needs and concerns and acting as a liaison between all departments whilst owning the situation to resolution.
4. Support the Senior Guest Services Team Leader, Guest Services Team Leaders and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with brand partner handbook, escalating issues where needed. In addition ensure regular visits to stores to encourage use of the Liverpool ONE app.
5. Develop and maintain knowledge of the Liverpool ONE brand partner offer with insider information on services, products, offers, events as well as the wider Liverpool city region destination offer.
6. Support the marketing efforts to drive occupier sales, specifically the loyalty programme through encouraging occupier participation in Liverpool ONE events and programmes, as well as ensuring store teams are regular users of the Liverpool ONE occupier app.
7. Be the eyes and the ears of Liverpool ONE, ensuring the prompt reporting of any standards that are not in line with expectations
8. Manage the Liverpool ONE telephone switchboard system, ensuring all enquiries are answered promptly and directed accurately.
9. Contribute generally to Liverpool ONE supporting its vision, values, aims and objectives, ensuring that consistent best practice is adopted
10. To undertake and execute any other reasonable duties as requested by the Guest Services team leader.
11. Adhere to, and consistently demonstrate the Liverpool ONE Values, complying with H&S regulations.
12. Ensuring Liverpool ONE is ready to welcome any guests and support their needs, whether that is accessibility support, signage, tensa barriers for occupier or Liverpool ONE events, dog bowls

Key interfaces:

• Visitors
• Brand Partners
• Shopmobility
• Retail & Leisure
• Customer Services Executive
• Estate Manager
• Security team
• Environmental Services

What we are looking for

Qualifications: NVQ Customer Services - Desirable

Second language - Desirable

Availability across weekends, mornings, evenings and busy seasons (Easter Holidays, Summer Holidays, Christmas)

Flexible contract, minimum 8 hours, maximum 16 hours

Essential:

• Calm under pressure
• Able to demonstrate drive, resilience, innovation

Knowledge:

Recognise what outstanding customer service looks like & how to influence it

Liverpool City Region

Previous experience:

Guest facing roles in Retail/leisure, Hotel or Tourism and Travel environments

Special attributes:

• Friendly/approachable
• High energy
• Flexible approach
• Passion for delivery of brilliant customer service
• Able to work weekends and late nights in line with core trading hours
• Thirst for knowledge
• Knowledge of Liverpool City Region & City region visitor offer is desirable.
• Behavioural Competencies
  Personal integrity
  Responsibility
  Pride
  Respect