Customer Service Assistants

Recognising the value of “hospitality on the streets” CV One made a significant investment in 2000 in a series of development programmes to convert its 18 car park attendants into Customer Service Assistants. This role has now broadened to encompass tourist information, proactive customer service and interaction with retailers and the public. All of the 19 Customer Service Assistants and 4 Customer Service Supervisors wear a common uniform thereby increasing the number of “Yellowjackets” on the streets and creating a clean, safe and welcoming environment for visitors throughout the day.

Aims

To assist and advise the general public, undertaking high profile uniformed patrols of the areas under the control of CV One, taking any action, making oral and written reports as appropriate, and allaying any perceptions of fear the public may have.

Ensure that all areas are checked at the start of each shift.

Identify and report any inadequate cleansing, defects, repairs and vandalism of the Patrol Area.

Ensure that vehicles enter and exit at the correct time and place and that the passage of any vehicles at busy trading times are escorted and monitored.

Ensure that traders erect their trading sites at the proper place and ensure that any licence conditions are adhered to in respect of displays, presence of vehicles, etc.

Patrol, inspect and identify within specific areas with regard to trip and fall hazards and repairs needs in general, report and arrange repair.

Manage the security and safety of the city centre Precinct and squares via the locking and unlocking of the secure bollard system.

Patrol car parks and ensure that they are clean of any dangerous objects likely to create a hazard to the users of the car park:

Check that car park units are accepting all coins and that ticket issue is in order.

Assist with the inspection of the car parks.

Ensure that the car parks are clear of any dangerous objects.

Respond to requests for help and assistance regarding safety and security issues generally.

Attend to requests for help and guidance from members of the City Centre Company membership scheme.

Assist in the monitoring of cleansing and grounds maintenance issues.

Assist in the delivery of promotional information to City Centre Stakeholders.

Monitor CCTV and radio links.

A day in the life of a CV One Customer Service Assistant

Customer service with a difference

6.45 AM

• CSA’s open up the city to the public
• Opening Car Parks
• Ensuring Ticket machines have enough tickets and are in order for public use
• Checking the city streets ensuring that they are clean from the night before
• Assisting with any homeless people – redirecting them to refuges in the city

7.30 AM

• Traders enter the city centre and the CSA’s ensure that their sites are erected at the proper place.
• Continue to patrol the city car parks to ensure that they are clean of any dangerous objects likely to create a hazard to users of the car park.

9.00 AM

• An event is held in the city centre and a display needs erecting – A CSA is on hand.

12.00 PM

• A mother separated from her lost child is frantically upset. The CSA offers reassuring comfort as he/she radios through to the control room and the CCTV Cameras spot the child in the city. Mother and child are reunited.

2.00 PM

• A car has broken down in one of the city centre car parks- A CSA is on hand to assist the driver
• Back in the city centre and a group of tourists are lost. The CSA directs them to their destination

5.00 PM

• As the evening darkness sets in a CSA escorts a female shop worker to her car t ensure her safety

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