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, working alongside the TIC team, 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 tenants, partners, TIC 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, tenant liaison, and guest feedback. The role will also be responsible for administering first aid.
2. Work collaboratively with TIC team to 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 Customer & Tenant Relations Team Manager and Guest Services Team Leader and the wider team on day-to-day tenant liaison and face to face communication, ensuring standards are in line with Tenant 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 tenant 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 Management Company Limited 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
• Tenants
• TIC
• Shopmobility
• Retail & Leisure
• Customer Services Executive
• Estate Manager
• Security team
• Environmental Services

What we are looking for

Qualifications: NVQ Customer Services; Second language - Desirable

Essential: 

• Calm under pressure

Able to demonstrate drive, resilience, innovation

Knowledge: 

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

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