Guest Service Lead
| Posting date: | 23 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 April 2026 |
| Location: | DA9 9ST |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 92813 |
Summary
Delivering the exceptional, every day
-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 company. We treat others as we would like to be treated. We are proud to work for Mitie.
-We go the extra mile: whether it's 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.
Key Purpose:
Lead our Guest Service team in delivering a world-class experience at one of the UKs leading Retail destinations.
Join Bluewater as our Guest Services Lead, where you'll drive a best-in-class guest-first culture, motivate a dynamic team, and partner with senior leadership to elevate every aspect of the guest experience journey. Play a key role in shaping the operational excellence and premium reputation of our centre.
Main duties of the role
-Responsible for line managing the Guest Services and Reception team which provides the first point of contact for a variety of stakeholders visiting the shopping centre.
-Lead by example, modelling exceptional guest service and always putting the guest at the heart of everything you do.
-Ensure highest guest services levels across all centre touch points from the guest toilets to our online guest enquiries and Bluewater services whilst looking for opportunities to continuously improve these offerings.
-Support with the Guest Service budget, manage rotas and staffing levels.
-Drive performance of Gift Card sales, meet and exceed all targets.
-Maintain up to date knowledge of events and promotions within the centre, local area and competitor destinations, to ensure regular and accurate communication of information and driving of opportunities.
-Lead by example by seeking feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative and encouraging your mall team to do the same.
-Drive a positive relationship with the Landsec Retail team and Brand Partners to ensure commercial opportunities are supported.
-Drive exceptional guest interactions, measured via quarterly Mystery Shop visits and monthly NPS+, analyse results to drive continuous improvements.
-Deliver training to all team members to improve the skills and knowledge of our guest facing mall teams to improve the overall experience in our centre.
-Challenge poor performance issues within the team as required and follow HR procedures when needed and monitoring the team's timekeeping and absences.
-Build relationships with and work closely with our Brand Partners and Elevate service partners to deliver centre initiatives.
-Handle escalated guest issues and complaints and ensuring guest satisfaction.
-Play a significant role in delivering the guest service strategy by working closely with the Landsec Guest Experience Manager and the Deputy Centre Director.
What you need to be a successful Guest Services Lead
-Smart and well presented, with a keen eye for detail.
-A genuine people person with a flair for hosting.
-A ‘can do' attitude.
-Forward-thinking, progressive attitude.
-Experience of leading teams in a guest-focused, fast-paced environment.
-Experience in managing and supporting events.
-Go the extra mile to support the team to deliver excellent guest experience to all customers visiting the centre.
-Keen to drive success-driven results.
Key Strengths - Essential
-Excellent inter-personal skills and an ability to lead by example.
-Ability to supervise and delegate responsibilities.
-High level of enthusiasm for the role.
-Customer focused- takes a positive approach in dealing with guest issues to return a positive outcome.
-Effective time management.
-Excellent organisational skills.
-Encourages team members to set their own priorities. Anticipates who needs support and provide help.
-Spread enthusiasm amongst the team and acts as a role model, adopting a can-do approach.
-Clearly and confidently communicates at all levels.
-A flexible approach and a sense of teamwork.
Knowledge, Experience and qualifications (Minimum requirements for the job)
-At least 3 years' experience in a similar management or supervisory role, working for a guest focused/experience organisation.
-Experience in dealing with customer complaint.
-Fluent in written and spoken English.
-Knowledge of Microsoft Office and Excel.
What We Offer:
-Competitive salary
-Annual leave entitlement and benefits package
-Training and career development opportunities
-A dynamic and supportive team culture
-Opportunity to work in a high-profile retail environment
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. 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. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right
-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 company. We treat others as we would like to be treated. We are proud to work for Mitie.
-We go the extra mile: whether it's 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.
Key Purpose:
Lead our Guest Service team in delivering a world-class experience at one of the UKs leading Retail destinations.
Join Bluewater as our Guest Services Lead, where you'll drive a best-in-class guest-first culture, motivate a dynamic team, and partner with senior leadership to elevate every aspect of the guest experience journey. Play a key role in shaping the operational excellence and premium reputation of our centre.
Main duties of the role
-Responsible for line managing the Guest Services and Reception team which provides the first point of contact for a variety of stakeholders visiting the shopping centre.
-Lead by example, modelling exceptional guest service and always putting the guest at the heart of everything you do.
-Ensure highest guest services levels across all centre touch points from the guest toilets to our online guest enquiries and Bluewater services whilst looking for opportunities to continuously improve these offerings.
-Support with the Guest Service budget, manage rotas and staffing levels.
-Drive performance of Gift Card sales, meet and exceed all targets.
-Maintain up to date knowledge of events and promotions within the centre, local area and competitor destinations, to ensure regular and accurate communication of information and driving of opportunities.
-Lead by example by seeking feedback from guests at all opportunities, driving the Share Your Thoughts guest feedback initiative and encouraging your mall team to do the same.
-Drive a positive relationship with the Landsec Retail team and Brand Partners to ensure commercial opportunities are supported.
-Drive exceptional guest interactions, measured via quarterly Mystery Shop visits and monthly NPS+, analyse results to drive continuous improvements.
-Deliver training to all team members to improve the skills and knowledge of our guest facing mall teams to improve the overall experience in our centre.
-Challenge poor performance issues within the team as required and follow HR procedures when needed and monitoring the team's timekeeping and absences.
-Build relationships with and work closely with our Brand Partners and Elevate service partners to deliver centre initiatives.
-Handle escalated guest issues and complaints and ensuring guest satisfaction.
-Play a significant role in delivering the guest service strategy by working closely with the Landsec Guest Experience Manager and the Deputy Centre Director.
What you need to be a successful Guest Services Lead
-Smart and well presented, with a keen eye for detail.
-A genuine people person with a flair for hosting.
-A ‘can do' attitude.
-Forward-thinking, progressive attitude.
-Experience of leading teams in a guest-focused, fast-paced environment.
-Experience in managing and supporting events.
-Go the extra mile to support the team to deliver excellent guest experience to all customers visiting the centre.
-Keen to drive success-driven results.
Key Strengths - Essential
-Excellent inter-personal skills and an ability to lead by example.
-Ability to supervise and delegate responsibilities.
-High level of enthusiasm for the role.
-Customer focused- takes a positive approach in dealing with guest issues to return a positive outcome.
-Effective time management.
-Excellent organisational skills.
-Encourages team members to set their own priorities. Anticipates who needs support and provide help.
-Spread enthusiasm amongst the team and acts as a role model, adopting a can-do approach.
-Clearly and confidently communicates at all levels.
-A flexible approach and a sense of teamwork.
Knowledge, Experience and qualifications (Minimum requirements for the job)
-At least 3 years' experience in a similar management or supervisory role, working for a guest focused/experience organisation.
-Experience in dealing with customer complaint.
-Fluent in written and spoken English.
-Knowledge of Microsoft Office and Excel.
What We Offer:
-Competitive salary
-Annual leave entitlement and benefits package
-Training and career development opportunities
-A dynamic and supportive team culture
-Opportunity to work in a high-profile retail environment
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. 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. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right