Delivering the exceptional, every day

Our values and behaviours

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – our core values and how we behave:

• We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
• We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
• We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
• Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
• Our customers’ business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Main duties:

• Respond promptly to guest inquiries within 24 hours maximum.
• Provide local information to support Tourism.
• Driving Guest feedback through the Share your thoughts platform.
• Manage the daily duties including lost & found property and Shop Mobility. Be vigilant in all handover communications.
• To ensure work is carried out in a safe and proper manner. Considering all Health and Safety legislation. Mitie policies and procedures, risk assessments and method statements.
• Be accountable and follow up on any communication forwarded to colleagues or management.
• Communicate and coordinate with colleagues as necessary and use the handover diary.
• Maintain confidentiality in all aspects of client and staff information.
• Communicate with guests through various channels including telephone, email and social media.
• Acknowledge and resolve guest feedback and complaints and be accountable for following up.

 
Job objectives and responsibilities: 

• Maintain a positive, empathetic and professional attitude towards our guests, brand partners and colleagues.
• Be confident in using radios to reach colleagues or centre personnel.
• Be proficient using Outlook, Excel and Office.
• Know our centre so you can answer questions from all those working, visiting or living around Clarks Village.
• Demonstrate cooperation, professionalism and team spirit within our Guest Services team.
• Work with a positive demeanour and support others in the team when required.
• Be open to change and be flexible within your team where requirements are necessary.
• The role of Guest Services includes being inside and outside all times of the year, all weathers and rotate in/out with colleagues.
• Report anything in need of repair or replacement to the appropriate person.
• Always keep the cleaning area and space clean and tidy. Keeping cleaning materials safely stored.
• Maintain polite and good communication with your colleagues, brand partners and guests.
• Be prepared to undertake further training.

 

Health and Safety responsibilities: 

• Always follow Group and company policies and procedures.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

Information Security:

• Ensure compliance with Mitie's information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

How to apply

Email your application to Wayne Tucker: Wayne.Tucker@mitie.com