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Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.
Customer Experience Manager
| Dyddiad hysbysebu: | 03 Hydref 2024 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 02 Tachwedd 2024 |
| Lleoliad: | SE1 9HS |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 62226 |
Crynodeb
Job objectives and responsibilities
-To take overall accountability for the quality and operational day to day delivery of the Workplace services on site that include, Reception, FOH, Floor/Concierge managers, Host/Concierge/Facilities Assistant teams.
-Lead by example, providing exemplary leadership to their teams, empowering and motivating staff to deliver the exceptional
-Drive operational excellence in workplace services - delivering an excellent 5* customer experience
-Key point of contact for the Campus managers and op-co's
-Cross-collaborate and work cohesively with the wider operation teams to deliver to the client
-Identification, minimising and management of operational risk
-Able to react in an ever-changing business environment
-Liaising with the team and other key stakeholders, this individual shall be confident and articulate and can interface at all levels, both internally and externally of the business.
Main duties
-Own the operational delivery, and within the scope of the contract specification manage the customer journey and day to day delivery of FOH/Concierge services
-Local performance management of services, driving excellence through regular auditing
-Manage, monitor and report on the operational performance
-Have an awareness of any projects being undertaken which may have an impact on operational delivery
-Assist in project delivery from a facilities perspective, ensuring projects and events run smoothly
-Support building user Customer Experience NPS survey, looking for opportunities to drive improved experience and overall scores
-Playing a pivotal role in the disaster recovery and business continuity management, following the agreed processes and procedures.
-Build an effective and cohesive team, driving a customer excellence culture. Co-ordination of relevant and constructive team meetings and huddles
-Collaborate across the rest of portfolio to ensure consistency
-Ensure compliance with H&S processes and procedures, including internal and external audits
-Follow up on reactive and planned works with service partners and customer
-Be up to date with industry standards and implement these across your sites
-Any other duties required as part of the role as and when requested
Person Specification
-Have a passion for leading and creating an environment for everyone to thrive
-Can work across and take the lead within a large driven team
-Excellent Analytical skills
-Proven knowledge/experience of FM practice
-Commercial Awareness
-Good report writing skills
-Flexible attitude
-Experience of working in a challenging fast paced environment
-H&S safety trained to IOSH or Nebosh level
-To take overall accountability for the quality and operational day to day delivery of the Workplace services on site that include, Reception, FOH, Floor/Concierge managers, Host/Concierge/Facilities Assistant teams.
-Lead by example, providing exemplary leadership to their teams, empowering and motivating staff to deliver the exceptional
-Drive operational excellence in workplace services - delivering an excellent 5* customer experience
-Key point of contact for the Campus managers and op-co's
-Cross-collaborate and work cohesively with the wider operation teams to deliver to the client
-Identification, minimising and management of operational risk
-Able to react in an ever-changing business environment
-Liaising with the team and other key stakeholders, this individual shall be confident and articulate and can interface at all levels, both internally and externally of the business.
Main duties
-Own the operational delivery, and within the scope of the contract specification manage the customer journey and day to day delivery of FOH/Concierge services
-Local performance management of services, driving excellence through regular auditing
-Manage, monitor and report on the operational performance
-Have an awareness of any projects being undertaken which may have an impact on operational delivery
-Assist in project delivery from a facilities perspective, ensuring projects and events run smoothly
-Support building user Customer Experience NPS survey, looking for opportunities to drive improved experience and overall scores
-Playing a pivotal role in the disaster recovery and business continuity management, following the agreed processes and procedures.
-Build an effective and cohesive team, driving a customer excellence culture. Co-ordination of relevant and constructive team meetings and huddles
-Collaborate across the rest of portfolio to ensure consistency
-Ensure compliance with H&S processes and procedures, including internal and external audits
-Follow up on reactive and planned works with service partners and customer
-Be up to date with industry standards and implement these across your sites
-Any other duties required as part of the role as and when requested
Person Specification
-Have a passion for leading and creating an environment for everyone to thrive
-Can work across and take the lead within a large driven team
-Excellent Analytical skills
-Proven knowledge/experience of FM practice
-Commercial Awareness
-Good report writing skills
-Flexible attitude
-Experience of working in a challenging fast paced environment
-H&S safety trained to IOSH or Nebosh level