Front of House/Customer Experience Manager

The Role

The role of the Customer Experience Manager for the portfolio is a dynamic and visionary role leading a front of house team. The Manager will work closely with the FOH team, to create a vibrant, dynamic, and innovative and thriving community experience. The FOH Manager will be responsible for shaping and delivering an exceptional end-to-end customer journey, embedding a five-star hospitality ethos that consistently exceeds expectations and creates a lasting 'wow' experience. This role is integral to be on our journey seeking to identify and bring about continuous change & improvement.

Key Responsibilities:

Customer Experience

• Overall responsibility for the delivery of Customer Experience and Community services, ensuring a hospitality inspired approach that delivers exceptional customer satisfaction and engagement.
• Lead by example to foster a positive and collaborative work environment to ensure a unified team approach.
• Conduct a detailed process analysis with a view to enhance customer service.
• Work closely with the Senior Management team and implement agreed customer experience strategies and community initiatives.
• Directly manage the FOH team, including responsibility for attendance management, absence monitoring, and ensuring timely and effective return-to-work processes are conducted in line with company policies.
• Ensure all sites have a fully operational team on a daily basis.
• Basics done better - ensure the fundamentals of customer services, as outlined are followed closely and delivered to the highest standards and leading by example. Deliver a warm hospitality-style welcome and a fond farewell to clients, occupiers, visitors (internal & external), ensuring they receive a unique experience throughout their time at the buildings.
• Offer a personalised service to all stakeholders.
• Engage in a meaningful way and build strong, long-lasting relationships.
• Gather, analyse, and evaluate feedback from occupiers, visitors, and stakeholders, developing and implementing improvement action plans in partnership with the relevant Building/Facilities Manager to enhance service quality, customer satisfaction, and the overall community experience.
• Ensure buildings are always immaculately presented, and the ambience is maintained as specified.
• Map customer journeys in order to identify enhancement opportunities - implement lobby hosting as required.
• Conduct training sessions to enhance team member's hospitality and customer interaction skills, liaising with Talent and Development where appropriate.
• Conduct documented monthly 121s with the FOH team.

Community

• Support the Front of House team in creating an exceptional occupier and community experience, ensuring that service partners contribute positively to the overall customer journey.
• Work closely with the Front of House team and service partners to ensure a consistent, collaborative and customer focused approach across all buildings.
• Develop strong working relationships with service partners, helping them understand the importance of customer experience and their role within the wider Property Team.

Skills

• You demonstrate and role model the key behaviours of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders.
• You pre-empt the work required ensuring you are always delivering high levels of service.
• You continuously look to improve the quality of your work and ensure quality control.
• You demonstrate excellent organizational and time management skills. Productivity & Efficiency.
• Possess excellent oral and written communication skills.
• You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
• You will create a positive and collaborative working environment