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JOB TITLE: Senior Site Supervisor

LOCATION: Victoria Square Belfast, Northern Ireland BT1 4QG

SHIFT PATTERN: 5 over 7, 40 hours per week

SALARY: Competitive

OVERVIEW OF THE ROLE

The position will hold responsibility for front line management of Customer Services, Cleaning& Security in Victoria Square and the supervision and performance of all staff members.

The position will involve:

• Establishing a World Class Customer Environment to all our Customers.
• Responsibility for providing correct levels of cover at all times/Rota Management
• Planning and measuring performance of all teams
• Providing coaching to staff at all levels
• Working closely with Centre Management and ABM Management
• Providing administration assistance to Centre Management and ABM Management.

Person Specification

• Demonstrate ability to prioritise a busy workload through delegation and team work.
• Demonstrate absolute attention to detail
• Be highly motivated to exceed expectations
• Demonstrate excellent customer services skills and the ability to lead by example.
• Be respectful to the needs of each individual within the team, and that of the client.
• Have the ability to communicate effectively at all levels, receiving and giving instruction.
• Have experience in the recruitment and development of team members.
• Have the ability to performance manage individuals through coaching, motivation and team training
• Demonstrate a proactive approach to problem solving.
• Be flexible to working hours and take ownership of same.
• Have detailed knowledge of the Centre and its activities including shoppers and visitors.
• Ability to take direction from both Centre Management & ABM Management, communicating effectively both via informal and formal means.
• Demonstrate loyalty and appetite to deliver more to ABM and Victoria Square
• IOSH Trained

Main Duties & Responsibilities:

• Visitor, customer and tenant enquiries
• Admin support to contract manager, HR, Wages, Stock Orders, Starter Packs, Training Requirements& Employee Development
• Gift card sales and queries (customers & tenants) System management and training
• Online Gift Card issues (Clevercardz)
• Gift Card Redemptions
• Complaints: resolving, responding and tracking all customer complaints
• Personal Stylist enquires, bookings & payments
• Student card promotion, information, sign-up and data input
• Rota management
• Website: Content management of jobs, events, news, offers, student, indulge and store directory.
• Find & Schedule Social Media each day (Including organisation of Competitions etc.)
• Tracker: Regular updating and management of our internal event/activity schedule allowing all Centre staff to review what activity is taking place within the scheme day by day, detailing any requirements from Centre management, cleaning, security and customer services staff.
• Event Support: Managing, training and monitoring event staff, assisting with preparations and administrative duties etc. (Fashion shows etc.).
• Competitor Analysis – Review and reporting on local and well renowned shopping centres throughout the UK & Ireland flagging anything we may me missing from a customer’s perspective.
• Keeping marketing store clean & tidy, checking (stock levels)
• Replenishing of First Aid boxes
• Banking on Thursday each week
• Lost Property
• Dome and Lift Cover
• Monitoring of Customer Services, Security, Cleaning & Environmental staff
• Completion of site walks and highlight all non-conformances
• Admin support to contract manager, HR, Wages, Stock Orders, Starter Packs, Training Requirements& Employee Development