Guest Services Lead

Job Overview

Job Title:

Guest Services Lead

Role Level: Supervisory

Team:
Guest Services

Location:

Clarks Village, Street

Reports to:

Regional Guest Experience Lead

Hours:

40 hours per week, 5 days out of 7 (including evenings & weekends)

Pay:
Competitive

• Lead and empower a high-performing Guest Services team while setting standards for exceptional guest experience.
• Support operational excellence across all guest touchpoints and collaborate with senior leaders, brand partners, and service providers.
• Line‑manage the Guest Services team, ensuring they represent the centre with professionalism and warmth.
• Demonstrate outstanding guest service in every interaction.
• Maintain high standards across all guest touchpoints, from facilities to digital enquiries.
• Support budgeting, manage staff rotas, and ensure optimal team coverage.
• Keep up to date on promotions and events to provide accurate information to guests.
• Champion the Made You Smile initiative to capture insights and continually improve.
• Boost service results through Mystery Shop scores and monthly NPS.
• Deliver effective training sessions to enhance team knowledge and guest engagement.
• Address conduct or absence issues in line with HR procedures.
• Build strong relationships with Brand Partners and service teams to execute centre‑wide initiatives.
• Handle escalated concerns with confidence and empathy, ensuring guest satisfaction.

• Minimum 3 years' experience in a supervisory or management role in a guest‑focused environment.
• Experience managing events and leading teams in a fast‑paced setting.
• Skilled in resolving customer complaints with a calm, solution‑driven approach.

• Excellent interpersonal and communication skills.
• Strong organisational and time‑management abilities.
• Confidence at delegating and supporting team development.
• Ability to motivate, inspire, and role‑model excellence.
• Strong sense of teamwork, flexibility, and responsibility.
• Competency in Microsoft Office, including Excel.

• 5 GCSEs or equivalent (including Maths & English).
• Fluent in written and spoken English.

• Smart, professional, and detail‑oriented.
• A natural host, engaging, confident, and guest focused.
• A positive “can‑do” attitude.
• A proactive, forward‑thinking mindset.
• Passion for going above and beyond.

• Be part of a leading outlet destination with a premium brand reputation.
• Play a key role in shaping a guest‑first culture.
• Enjoy working in a collaborative, supportive environment where initiative is encouraged.

• Virtual GP on hand for you and members of your household, available by video or phone.
• Financial wellbeing assistance through our Salary Finance scheme – access up to 50% of earned pay before payday for a small fee and competitive loans.
• Choices – our flexible benefits platform for customised benefits such as dental insurance, dining cards, coffee clubs, and technology products.
• MiDeals platform – access to high‑street discounts from thousands of well‑known retailers, gyms and more.
• Cycle‑to‑work scheme.
• Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants.
• Save‑as‑you‑earn scheme and Mitie Matching Share Plan (which may award free shares).
• Mitie Stars recognition, monthly cash prizes and a chance to win a £10,000 top prize.

Together our diversity makes us stronger.

Does this look like the role for you?

Apply now.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).