Highcross Shopping Centre - Customer Service Ambassador

About the Job

Purpose of the Role

Savills has a great opportunity at the Highcross Shopping Centre. We are looking for an experienced Customer Service Ambassador to join the team on site. Your shift pattern will include, 08:30-16:00, 10:00-17:30 and 12:30-20:00 shifts.

The Customer Service Ambassador’s role is to enthusiastically and consistently deliver an exceptional shopping experience through providing exceptional customer service throughout the centre and at the Management suite reception, in a professional, courteous and efficient manner.

Key Responsibilities

  • To provide a presence on either the Centre’s Customer Service Desk / Reception
  • Meet and greet visitors in a friendly and professional manner delivering world class service
  • Engage with visitors to the centre, build rapport and deliver exceptional customer service every time.
  • Work on the management suite reception desk.
  • Be able to accurately maintain a register of visitors.
  • Use effective questioning techniques to identify specific customer needs.
  • Build and maintain positive working relationships with customers.
  • Resolve customer queries and complaints with professionalism and enthusiasm.
  • Proactively seek opportunities to create memorable customer interactions, assist customers and provide excellent customer services by providing directions, information answering questions.
  • Have and maintain a detailed knowledge of the centre and surrounding areas and be able to pass this onto our customers.
  • Ensuring that all literature, promotions and displays are projecting the correct image of the centre.
  • Be a focal point for the centre and provide champion customer service to customers, retailers, stakeholders, visitors staff and contractors.
  • Ensure all activities work towards building a retail brand, which is unique, vibrant and reflects the corporate values.
  • Satisfy customers expectations of value by understanding the relative importance they place on quality of services and facilities.
  • Provide support and information to the Security Team
  • Being observant at all times, and reporting any suspicious packages or persons immediately
  • Attend any training and development courses as necessary.
  • Support all marketing initiatives on site as required
  • Adhere to all company policies and procedures.
  • Undertake any other reasonable duties as required to meet the needs of the business.
  • Work on a shift basis including evenings, weekends and bank holidays.
  • Familiarise yourself with and comply with the company’s ‘Health & Safety’ and ‘Fire and Bomb’ procedures.
  • Participate in emergency situations, including fire and bomb incidents.

Skills, Knowledge and Experience

  • Customer focussed approach.
  • An ability to engage customers through outstanding communication, questioning and listening skills.
  • Excellent customer service and people skills coupled with an ability to engage with colleagues and customers at all levels.
  • Previous experience of working as part of a team and the ability to work co-operatively with others.
  • Confident and professional in dealing with a wide variety of different customer situations.
  • A desire for continuous personal and professional development
  • Good verbal and written skills
  • Ability to remain calm under pressure.
  • Ability to make decisions.
  • Ability to work in a team.
  • Excellent IT skills
  • Good interpersonal skills, to liaise with team members, managers, contractors and members of the public.
  • Friendly and outgoing personality
  • A positive attitude and a strong desire to provide excellent customer service.
  • Good local knowledge


  • Previous industry experience
  • Experience of working in retail

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