Guest Experience Advisor

McArthurGlen Group, Europe’s leading owner, developer and manager of designer outlets, was founded in Europe in 1993 and currently manages 20+ designer outlets in 8 countries.

The Role

At West Midlands Designer Outlet, we are looking for a welcoming and proactive Guest Experience Advisor for 15 hours to help every guest enjoy a seamless and memorable visit.

As a key member of the Guest Experience team, you will be a friendly first point of contact for guests and brand partners. You will answer queries, resolve concerns and provide helpful advice while promoting the centre’s services, activities and offers.

Working both independently and with colleagues across the centre, you will always put the guest first and bring our “Everyone Leaves Happy” approach to life.

What You’ll Be Doing

• Welcome guests and brand partners, answering questions and resolving concerns quickly and professionally.
• Promote the centre’s services, activities and events, including gift cards, McArthurGlen Club and guest feedback initiatives.
• Work towards relevant targets while always keeping the guest experience as the priority.
• Record and monitor guest feedback, helping ensure complaints are addressed promptly and recurring concerns are highlighted.
• Represent McArthurGlen in person and through digital channels, including social media where required.
• Complete day-to-day administration and help maintain a welcoming, organised and fully stocked Guest Services area.
• Work collaboratively and flexibly with teams across the centre, including at weekends.

To Be Successful You’ll Bring

• Previous experience in a customer-facing role, ideally within retail, hospitality, tourism or a similar service environment.
• A warm, confident and professional approach, with a genuine passion for excellent guest service.
• Strong communication and relationship-building skills, with confidence handling queries, feedback and complaints.
• Good organisational, administrative and digital skills, with a proactive, solutions-focused mindset.
• Fluent Dutch and English, with a collaborative approach and flexibility to work in line with centre opening hours, including weekends.

• You'll receive a competitive base salary of £13 per hour, along with a performance bonus scheme and outstanding benefits, including a wellbeing allowance, private medical insurance, a pension plan, shopping discounts, and more.
• Be part of an international team of over 200 dedicated guest focused colleagues throughout the organisation.
• Guest experience is ingrained in your professional background, as you have worked in hospitality and customer-facing roles for most of your career.
• Over 85% of our employees would recommend us as an excellent place to work.
• Join a team focused on the centre and guest experience, with opportunities to work across various departments and projects at local, national, and international levels.

At McArthurGlen, we value diversity and believe that everyone is extraordinary in their own way. We are an inclusive employer and support flexible working wherever possible.

Even if you are not sure you fit all the requirements for a particular role, we’d still love to hear from you. There may be another opportunity within McArthurGlen that is more suitable for you now or in the future.

The compensation offered will depend on demonstrated skills, experience, and location. We believe in transparency. Our pay ranges are based on market benchmarks and internal equity, ensuring equitable compensation for equivalent skill levels across roles.

We're committed to creating an inclusive recruitment experience for everyone. If you need any adjustments or support during the application or interview process, please let us know. We're happy to work with you to ensure you can participate fully and showcase your skills and experience. Contact: [email protected]