40 hours / week - 5 out of 7 days (weekends included)

Key Responsibilities
• Ensure the overall effectiveness and efficiency of the Customer Services team and customer care
provision.
• Act as an ambassador and frontline service, ensuring yourself and the team demonstrate excellent
customer services to all customers and retailers. Be the voice of the customer.
• Act upon customer comments, complaints and queries, in line with company procedure.
• Manage the response of the Customer Services team and deal appropriately with unacceptable
customer behaviour, in line with the Centre procedures and training. Provide training to the whole Derbion
team on Customer Services.
• Manage the general day to day operation, working closely with other teams within the Centre, to ensure
high standards of cleanliness and Centre appearance in order to exceed customer expectations.
• Ensure health and safety compliance and that the Customer Services team are working safely,
highlighting issues that require further action.
• Develop a best-in-class Customer Service offer with new products and services taking
learnings from the retail sector and other industries
• Manage the Centre’s click & collect proposition, driving footfall and generating income from
this increasingly important stream
• Provide monthly management reports on set KPIs.

Team Leader Responsibilities
• Lead the Customer Services team and Reception teams.
• Ensure the effective communication and management of the team, working in partnership with
the Soft services manager & head of Marketing and Communications to ensure consistency
and high standards of delivery at all times.
• Effective Communication with the Customer Services team and cascade information, where
appropriate. And effective communication with all stakeholders.
• Champion the business objectives and new initiatives within the Centre.
• Manage bookings of our community hub and ensure the wider team are aware of all bookings.
• Manage the gift card sales and processes and provide training to the customer services team
this is part of our commercialisation and reports will need to be conducted on a monthly basis.
• Undertake Line Management responsibilities for a team of Customer Services Assistants and
Reception, including holidays, sickness and rotas.
• Mentor Customer Services Assistants on their completed appraisals and advise them on how
to improve their performance, where required.
• Manage the performance of individuals within the Customer Services team, in line with
company policies and procedures.
• Understand and undertake the responsibility for administering the Company’s disciplinary
procedures, working closely with the Savills Management Resources HR Department.
• Ensure our kindness cupboard is updated weekly.
• Ensure reception is covered and all staff who cover are trained to the standard required,
coordinating uniform orders, meeting room bookings, stationary orders, train bookings.

Essential:
• Computer literate in Microsoft Office applications, skills in Excel, Word and PowerPoint are of
particular importance.
• Experience of managing a team and customer services.
• Experience gained at supervisory/management level for 2+ years.
• Experience in a similar fast-paced customer facing environment.
• Committed, motivated and passionate about our people and our company.
Desirable:
• Previous experience working for a company in the facilities, retail, and hospitality sector recognized as
an employer of choice or striving to obtain employer of choice status.
• NVQ III Customer Service, Welcome Host, Health and Safety or equivalent qualifications

Please send a copy of your CV and cover letter to [email protected] using ‘Derbion – Customer Services Team Leader‘ in the subject line

November 1, 2024