Key Purpose

Support the delivery of an exceptional, guest-first experience by supervising the Guest Services team at one of the UK's leading retail destinations. As Guest Services Supervisor, you will play a key role in maintaining high service standards, motivating the team, and ensuring smooth day-to-day operations across all guest touchpoints.

Main Duties and Responsibilities

• Supervise the Guest Services and Reception team, ensuring a professional and welcoming first point of contact for all visitors and stakeholders.
• Lead by example in delivering outstanding guest service, consistently promoting a guest-first culture.
• Monitor service standards across all touchpoints, including guest facilities, enquiries, and centre services, identifying opportunities for continuous improvement.
• Daily operational requirements to ensure effective team coverage by supporting the Guest Lead and Head Receptionist.
• Assist in driving Gift Card sales performance, contributing to achieving and exceeding targets.
• Maintain up-to-date knowledge of centre events, promotions, and local competitor activity to support accurate communication and maximise opportunities.
• Lead on Events with the guest experience manager.
• Encourage and Lead by example for initiatives such as “Made you smile” to enhance the overall experience.
• Build positive working relationships with internal teams and brand partners.
• Monitor guest service performance through Mystery Shops and NPS+ results.
• Deliver on-the-job coaching and training to enhance team capability and service delivery.
• Address performance concerns in line with company procedures, supporting team development and maintaining standards.
• Support the handling of escalated guest queries and complaints, ensuring timely and satisfactory resolution.
• Work collaboratively with the Guest Lead and Guest Experience Manager to support the delivery of the overall guest experience strategy.

What You'll Need to Succeed

• Professional presentation with strong attention to detail.
• A genuine passion for delivering excellent customer service.
• A proactive, positive, and “can-do” attitude.
• Experience supervising or supporting teams in a fast-paced, customer-focused environment.
• Ability to support events and promotional activities.
• A results-driven mindset with a commitment to high standards.

Knowledge, Experience & Qualifications

• Minimum 2–3 years' experience in a supervisory or similar role within a customer-focused environment.
• Experience handling customer complaints and resolving issues effectively.
• Strong written and spoken English skills.
• Proficient in Microsoft Office, including Excel.

What We Offer

• Competitive salary
• Annual leave and benefits package
• Ongoing training and development opportunities
• Supportive and dynamic team environment
• Opportunity to work in a high-profile retail setting

About [Employer hidden — sign up to reveal]

Since 1987, [Employer hidden — sign up to reveal]’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

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