Job Description

In this role, you will bring your people focused skills including strong stakeholder management and relationships building, continuous engagement and communications as well as your ability to proactively support the needs of our staff, clients and business partners. You will be instrumental in ensuring the workspace delivers a great experience for staff, your ownership of the workspace by making sure you have happy customers in your community and your ability to proactively resolve queries and issues will be the cornerstone to your success in this role.

• Lead and manage the Customer Experience services within Reception and Facility coordination and its impact to all employees and visitors
• Proactive communicator with all key influencers
• Own the space within your portfolio of buildings ensuring a fantastic customer experience is delivered all the time.
• Support the strategic contract journey
• Liaising with the team and other key stakeholders.
• Total responsibility for the service delivery and the customer experience
• Ensure your team is fully informed about operational updates, processes and account wide objective so that they feel informed, involved and supported.
• Provide written reports and quality data as required
• Own the operational space to ensure a fantastic Service Journey for customers within your location
• Support the look and feel of all the portfolio building from a housekeeping, cleaning perspective both internally and externally
• Be aware of all and any projects which are being undertaken within the portfolio which may have an impact on operational delivery, contract or risk.
• Assist in the management, monitoring and reporting on the operational performance of the contract, including operational delivery of planned and reactive works and financial management,
• Ensuring full statutory and operational compliance is achieved in line with contract KPI’s.
• Work with the agreed financial parameters agreed within the contract, ensuring that all security, health and safety items are completed within the agreed SLA’s.
• Actively participate and contribute to all team and management meetings.
• To ensure that customers are given a prompt and efficient service and expectations are consistently exceeded.
• To regularly monitor customer feedback and produce an appropriate action plan based on the results.
• To maintain an effective business relationship with the client by understanding their needs and transferring these into the location.
• To ensure that you deliver what you promise to the customer, client and team.
• To ensure that all agreed service objectives are met in line with client expectations.
• To establish and maintain controls in order to ensure the security of premises, materials, money and resources.
• To be aware of changing needs of customers and to develop new products and systems accordingly.
• To ensure that all agreed service objectives are met in line with client expectations.
• To provide an excellent standard of client service.
• Any other duties required as part of the role as and when requested

Required Knowledge, Skills, and Abilities

• You are passionate about people, providing them with great experiences. A natural "people person" with exceptional Customer Service skills
• Has strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customers
• Proven ability to motivate, lead and develop a team of people
• Ability to interface across all levels of the organisation
• Ability to negotiate and influence across Client and Supplier organisations
• An ability to understand problems, its impact and provide resolutions in a timely manner
• Feel empowered to take action and resolve issues quickly and thoughtfully
• Computer literate
• Good written and verbal communication
• Ability to build and maintain relationships
• Ability to lead motivate and develop a team
• Excellent time management and organisational skills
• Ability to react quickly and decisively when faced with a problem or issue
• Ability to work under pressure and to tight deadlines
• Commercial and financial awareness in a client environment
• College degree preferable. Additional relevant experience acceptable
• 2-4 years of experience in a customer service and/or retail/sales role, ideally in multinational organisation will be looked upon favourably.