Customer Experience Ambassador

This is a role that embodies exceptional service delivery, ensuring a welcoming and positive experience for all customers at the centre. The Customer Experience Ambassador will be the first point of contact, embodying professionalism, helpfulness, and care, acting as an ambassador of our values and bringing the brand to life.

This role accurately responds to customer requests, offers personalised recommendations, collaborates to maintain high standards, builds professional relationships, and positively contributes to the team culture.

• Customer Service Excellence
  • Maintain a safe and efficient environment where the health, welfare, and safety of staff and customers are a priority.
  • Deliver upon the brand promise by providing great experiences to customers, retailers, contractors, and colleagues every day.
  • Communicate with customers across all channels of communication (in-person, phone, and email), consistently demonstrating our service standards and representing company values.
  • Be aware of customer needs, care about those needs, and go above and beyond to meet and exceed them.
• Retailer Relationships
  • Support the centre's strategic goals - growth in executional capability, growth in productivity, growth in consumer experience, and growth in retailer sales.
  • Support and maintain a strong working relationship with retailers and tenancies.
  • Respond to retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team for resolution.
• Centre Operations
  • Follow all risk and safety controls, including compliance and emergency management training as required.
  • Work closely with the Operations team to ensure efficiency and safety is maintained for staff and customers.
  • Support the centre's annual strategic goals, contributing as required.
  • Assist with day-to-day contractor management including sign-ins, permits, general enquiries, keys, issues, and assistance, as applicable.
  • Act as the first point of contact to escalate operational issues and complaints when required.
  • Provide ad-hoc assistance on administration tasks as required from the centre team.
• Reporting
  • Manage customer data including the volume of enquiries, departmental customer complaint reporting, and resolution, and retailer requests.
  • Complete reporting on gathered information (e.g., most requested store list) to assist in enhancing future customer experiences.
  • Engage with retailers on centre operational issues impacting their performance and ensure these issues are raised with the asset team to resolve efficiently.
• Key Role Relationships
  • Guest Experience Manager & Team
  • Centre Management Team
  • Operations Team
  • Retailers
  • Customers
• Required Skills and Qualifications
  • An experienced professional in a customer-facing role, proficient in delivering elevated customer experiences, confidently handling enquiries with excellent communication skills, multitasking, and problem-solving abilities.
  • Natural and outgoing people person, happy to approach customers both internal and external.
  • Proficient and confident in using technology including Microsoft Office, computer, iPhone, etc., with attention to detail.
• Benefits
  • We live and work by our values of respect, integrity, customer focus, collaboration, and excellence. They are the foundation to everything we do and provide us a north star with which we can shape meaningful places where communities connect.
  • We embrace and celebrate diversity and are committed to creating an inclusive work environment where we attract, retain, and develop our people regardless of gender identity, ethnicity, sexual orientation, disability, and age.
  • We are proud to offer a benefits program that focuses on creating an awesome place to work in which our people are rewarded and recognised.
• Additional Information
  • Seniority level: Entry level
  • Employment type: Part-time
  • Job function: Customer Service