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Customer Service Officer

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Mitie

20d ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    Facilities Management
  • Glasgow

AI generated summary

  • You must hold a valid SIA Security Licence, possess excellent customer service and communication skills, work well under pressure, and have knowledge of local amenities for tourism and retail.
  • You will ensure high security and customer service standards, assist in emergencies, patrol the site, handle inquiries, log incidents, manage contractors, and promote a welcoming environment.

Requirements

  • In order to comply with the Security Industry Act 2001, officers must hold a valid SIA Security Licence and where necessary a Public Space Surveillance Licence
  • Reliable, helpful and well-presented and with excellent people skills.
  • Ability to work in a team, or alone under the direction of Management.
  • Team player with strong customer service skills, able to provide a helpful and polite service, by telephone, email and in person.
  • Pleasant manner and efficiency in relaying messages and taking instructions.
  • Excellent communication skills.
  • Ability to deal with confidential information.
  • A calm disposition
  • Able to work under pressure to deadlines.
  • Confident enthusiastic personality – the role involves retailer liaison to improve and maintain communications between management and tenants.
  • To have a good understanding of local city centre amenities to help with tourism, retail, accommodation and transport enquiries, and/or the skills to source relevant information quickly and efficiently.

Responsibilities

  • As a Customer Service Officer you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all time to visitors, colleagues, retailers and visiting contractors.
  • You will assist in any emergency situation which may occur, providing visible security cover, handling enquiries and customer concerns, monitoring CCTV (where appropriate by suitably trained and licensed staff) and controlling contractors and deliveries to the site.
  • To work the hours and shifts in accordance with conditions of employment
  • To undertake regular patrols of the site as instructed by Management
  • To carry out duties in accordance with Assignment Instructions issued by Management
  • To comply fully with the Health and Safety Policy of the site
  • To ensure that the requirements of the Fire Regulations are strictly complied with at all times
  • To ensure that the Rules and Regulations of the site are complied with at all times
  • Ensure that all incidents are reported and logged in the incident log
  • Ensure that contractors on site adhere fully to the site procedures for contractor management
  • Ensure that the site is a safe place for visitors
  • To assist with enquiries from the public and retailers
  • To attend and undertake all training as specified by management
  • To be aware of hostile reconnaissance and report any unusual activity immediately
  • To be aware of and abide by all rules, terms and conditions of the company
  • To have the customer's welfare and visiting experience at the forefront of your mind, ensuring that you provide the best customer service at all times
  • To ensure that you provide a friendly welcome to every customer when covering ‘door' duties
  • To ensure that retailers are treated with respect and courtesy and that a professional working relationship is maintained
  • Undertake any training in Customer Service Best Practice, as and when required
  • Act as a Brand Ambassador at all times

FAQs

What is the pay rate for the Customer Service Officer position?

The pay rate for the Customer Service Officer position is £13.07 per hour.

What is the nature of the contract for this position?

The contract for this position is permanent.

How many hours per week will I be expected to work?

You will be expected to work 40 hours per week.

Where is the job location?

The job location is Buchanan Galleries, 220 Buchanan Street, Glasgow, Scotland, G1 2FF.

What are the main duties involved in this role?

The main duties include ensuring high standards of security and customer service, assisting in emergencies, monitoring CCTV, and handling enquiries from the public and retailers.

What qualifications are required for this position?

You must hold a valid SIA Security Licence and, where necessary, a Public Space Surveillance Licence in order to comply with the Security Industry Act 2001.

What essential skills are needed for this role?

Essential skills include excellent communication, teamwork, customer service, the ability to work under pressure, and a calm disposition.

Are there any desirable skills for this position?

Yes, a good understanding of local city centre amenities to assist with tourism, retail, accommodation, and transport enquiries is desirable.

What kind of benefits does the company offer?

The company offers a flexible benefits scheme, access to high street discounts, a cycle-to-work scheme, life cover, and a save-as-you-earn scheme, among other benefits.

How does the company recognize employee performance?

Employees are recognized through the Mitie Stars program, which offers cash prizes for hard work and the opportunity to win a top prize of £10,000 at the end of the year.

Is there a training and development program available for employees?

Yes, the company offers a diverse variety of training and development avenues and a wide selection of learning resources to support career progression.

What is the company’s approach to diversity?

The company values diversity and believes it makes their team stronger, promoting an inclusive workplace.

The exceptional, every day

Technology
Industry
10,001+
Employees
1987
Founded Year

Mission & Purpose

Mitie is a company that specialises in facilities management, offering a range of services including cleaning, security, property management, and technical support for various industries. Their ultimate goal is to provide integrated and efficient solutions that help businesses manage their facilities effectively. Mitie's purpose revolves around delivering services that enhance workplace experiences, improve operational efficiency, and contribute to the well-being of occupants and users of the spaces they manage. By leveraging their expertise and innovation, they aim to create environments that are safe, productive, and conducive to the success of their clients and their workforce.