Guest Services Lead

Better places, thriving communities.

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

Are you passionate about delivering unforgettable customer experiences? Do you thrive in a fast-paced, people-focused environment? Clarks Village – one of the UK's leading outlet destinations – is searching for a Guest Services Lead who will elevate our guest-first culture, inspire a dynamic team, and help shape the premium reputation of our centre.

This is your chance to take ownership of the guest journey – from first impressions to memorable interactions and make a meaningful impact every day.

As our Guest Services Lead, you will lead and empower a high-performing Guest Services team while setting standards for exceptional guest experience. You will support operational excellence across all guest touchpoints and collaborate with senior leaders, brand partners, and service providers to drive best-in-class service delivery.

• 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.

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

• 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.
• Confident at delegating and supporting team development.
• Ability to motivate, inspire, and role model excellence.
• Strong sense of teamwork, flexibility, and responsibility.
• Competent in Microsoft Office, including Excel.

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

• 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.

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle. We offer a virtual GP, financial wellbeing assistance, a Salary Finance scheme, a flexible benefits platform (Choices), high street discounts via MiDeals, a cycle-to-work scheme, life cover, a save-as-you-earn scheme, a Mitie Matching Share Plan, recognition through Mitie Stars, and opportunities for career development.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make reasonable adjustments during the recruitment process, please let us know by emailing at (email omitted).

• Apply now.

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