Joe Robinson Email and Phone Number

As part of the Customer Service Team, I am responsible for a number of services provided by Brent Cross Shopping Centre. These include, but are not limited to two key areas in the shopping centre; Customer Service Desk and Shop Mobility services.Customer Service Desk duties:- General enquiries; via telephone, email, Google Reviews, and in-person. - Customer feedback, such as complaints and compliments. Ensuring they are dealt with in a timely and appropriate manner and escalated when necessary.- Providing Yodel/Collect+ parcel collection and drop-off services. Assisting customers with parcel queries and chasing/signposting any issues that may arise during these processes.- Assisting with shopping centre gift card queries and resolving issues relating to them.Shop Mobility Services:- Hiring mobility aides for use at the shopping centre.- Awareness of physical impairments/disabilities and recognising suitable needs clients.- Providing reports/data on Shop Mobility usage to identify key trends and possible avenues of improvement.- Maintaining the fleet of mobility equipment and ensuring that each piece is safe to use and reporting any faults that may arise.

At the start of this year, I was given the opportunity to cover temporarily an office administration role within the Management Team at Brent Cross Shopping Centre. The key aspects of this role included:- Building relationships with our retailers.- Recording sales data.- Uploading reports from incidents at the shopping to our RiskWise database that is used by our insurers for any possible claims made against the shopping centre.- Contributing information towards achieving BREEAM Sustainable Building Certification. - Producing and updating key documents used by the wider team and members of the public, such as; CCTV Request Forms and local information guides.- Any ad-hoc tasks required by the Management Team.

As Digital Archivist, I was tasked with undertaking a project known as DOME. This project's sole purpose was to record the tens of thousands of architectural drawings and documents relating to the building and maintenance of Brent Cross Shopping Centre. This historical project spans the last seven decades, dating all the way back to the shopping centre's conception in the 1960s and subsequent additions in more recent memory. I was the sole person undertaking this task. The project involved finding the most efficient way of working, making the most of my time in scanning and uploading, as well the creation of file trees and metadata to help organise the massive amounts of documents that I was processing. I also had to source specialist equipment and report regularly on my progress.

Following restructuring during the 2020 pandemic, I am presently the most senior member of the Customer Service Team at Brent Cross Shopping Centre. Throughout this period, I am guiding and training my new team on all aspects of the role to achieve positive customer experiences and ensure smooth running of the services that we offer.- Team training in communications, business hierarchy/structure, programs, and processes. - Trialing new systems relating to lost property, Shop Mobility equipment hire, and Collect+ services.- Creating ways of working to improve team contribution to the business. - Problem solving staff/rota issues in keeping within budgetary constraints. - Producing documents/templates to be utilised by the Customer Service Team and general public.- Stock management for the shopping centre's gift cards and problem solving customer issues. - Maintaining Brent Cross Shop Mobility CRM and monitoring mobility equipment for hire.

Receptionist Administrator to the management team at Brent Cross Shopping Centre. First point of contact for members of the public, retail staff, and external businesses. I worked with many different departments, which depended on me for my technical expertise and knowledge to deliver our services and assist not just customers, but also the wider shopping centre teams, including Marketing, Security, and our retailers.- Establishing a new building access system and achieving 1400 staff enrolments within the month leading up to system initialisation.- Gathering/maintaining correct information on personnel enrolled on to the building access system in accordance with GDPR guidelines.- Creating and proofreading important documents, templates and spreadsheets for the wider shopping centre team.- Assisting in the in-house marketing team; uploading, updating information on the Brent Cross website for retailer details, news, offers, events and vacancies.

- Achieving and maintaining a high standard of cleanliness within NHS environments such as hospital wards, surgeries, and local offices.- Holding keys and alarm codes to various NHS buildings. - The collection and sorting and delivery of NHS internal mail for the Gloucester Centre. - Organising and training team members. - Fully COSHH trained. - Working to a strict hygiene schedule. - Taking/ordering stock. - Working around adults with learning difficulties. - Reliable for short notice cover and solutions. - Employee of the Month April 2011.