About The Company
OCS UK & Ireland is a leading facilities management company with over 50,000 colleagues and a turnover exceeding £2bn. We deliver innovative services within facilities management, hard services, cleaning, security and catering.
About The Role
As a Customer Service Advisor at Manchester Arndale, you will be the first point of contact for visitors, creating positive, memorable experiences by delivering excellent service, resolving queries and promoting our services including the Manchester Arndale Gift Card. You will also maintain a safe and welcoming environment.
Working Pattern
Flexible working required, including early mornings, late evenings, weekends, and public holidays (rostered).
Key Responsibilities
- Deliver an exceptional customer experience for all visitors.
- Engage confidently and positively with customers, retailers and occupiers.
- Provide accurate information on promotions, services and local knowledge.
- Handle customer queries via face‑to‑face, phone and e‑mail efficiently and discreetly.
- Maintain a clean, organised and welcoming customer service desk.
- Proactively promote and sell Manchester Arndale Gift Cards, achieving and exceeding sales targets.
- Maximise sales opportunities by engaging customers and raising awareness throughout the mall.
- Manage till operations, ensuring cash handling procedures are followed and daily balances are accurate.
- Collect and record weekly KPI data with confidentiality.
- Support day‑to‑day departmental tasks, ensuring a high standard of completion.
- Take personal responsibility for safety of yourself, colleagues and customers.
- Identify and report risks such as slips, trips and falls.
- Support the Front of House Manager in ensuring equipment and facilities are safe and fit for purpose.
- Promote a positive safety culture and ensure team members understand their responsibilities.
Person Specification
Experience
- Proven experience in retail, hospitality or other customer‑focused environments.
- Track record of delivering excellent service in fast‑paced settings.
- Experience working towards sales or performance targets.
Skills & Attributes
- Passionate about outstanding customer service.
- Confident communicator, both in person and in writing.
- Organised, resilient and able to prioritise in a busy environment.
- Strong relationship‑building and teamwork skills.
- Comfortable promoting and upselling products or services.
Health & Safety Competencies
- Ability to motivate and support colleagues in maintaining safe working practices.
- Robust, resilient and able to remain calm under pressure.
Equal Opportunities
We are an equal opportunities employer and encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability or age.
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