Customer Experience Manager Ware, England
Job description
Job Overview
In the role of Customer Experience you will be part of and manage a team of 2 customer experience team members responsible for supporting the needs of staff across GSK Ware and maintaining the standards of the office space to the highest level. The Customer Experience team work in collaboration with all Mitie service lines to achieve the highest quality of building standards. The scope of activities is extensive and varied, focussed to support floor users, enhancing the working environment and provide feedback to service lines for continuous improvement.
The role holder will also have responsibility for managing the front of house reception nd meeting room team. To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate a high quality service at all times.
Main Duties
Business Support / Customer Experience
- Perform daily building checks of designated areas to proactively identify and address issues across the building, ideally ahead of the customer.
- Throughout the day, monitor and respond to general upkeep and tidiness of the floors to the highest standard, escalating issues to relevant service lines for resolution where unable to resolve directly.
- Manage and maintain the upkeep of office areas, ensuring any broken furniture or equipment is attended to / disposed of correctly.
- Carry out meeting room checks and resets throughout the day, including wiping whiteboards, cleaning flipboards, cleaning partition glazing to non managed meeting rooms
- In collaboration with the GSK manage posters and marketing displayed in vend areas and across floor locations, ensuring out of date posters are removed and only authorised documents displayed.
- Enthusiastically support all Mitie service lines and team members across site.
- Be able to support adhoc 1st response AV support on request / where possible.
- Report meeting room no shows back to reception team.
- Support the roll out of new cleaning technology and where required get involved in adhoc cleaning requests.
- Act as the interface between clients and facilities, providing a first point of contact for staff requesting information and reporting any issues.
Front of house / reception services
- Recruit, train and manage a small team to deliver a professional visitor experience, including meeting room management and AV support, including .
- Meet and greet all customers professionally and consistently
- Notifying hosts in a timely manager and chasing them if they have not collected their guests within 15 minutes
- Ensuring accuracy of the checking in process through regular gemba's and spot checks, checking accuracy of name badges et…
- To respond to meeting room reservations requests ensuring that the team are processing all enquiries accurately.
- Carry out meeting room checks and resets throughout the day, including wiping whiteboards, cleaning flipboards, cleaning partition glazing to managed meeting rooms
Customer Engagement
- Establish a network of key stakeholders and customers and meet regularly with them to ensure we're meeting the expectations of the building users.
- Provide regular communications and updates on issues which may be impacting building users
Governance
- Carry out audits for cleaning standards and general Gemba's for all other issues, and report any issues via the helpdesk process.
- Champion safe working; Identify and escalate Health & Safety issues across the building.
Continuous Improvement
- Embed what good looks like within the team
- Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of Customer Experience and Front of House Services
- Work with the other Mitie managers to discuss areas for continuous improvement based on gemba and audit outputs
- Be responsible for monitoring the implementation of new innovations and technology and reporting the effectiveness and impact on standards.
Health and Safety
- Build a strong working relationship with the Mitie on site H&S team and actively engage with them improving the safety culture within the team and with our customers
- Regular Gemba's of the site with both the client and the Mitie SLT to ensure we are delivering the expected outputs whilst maintaining a safe environment.
What we are looking for
Professional qualifications and experience:
- Experience of leading, monitoring, motivating and inspiring a similar team; providing guidance and support.
- Evidence of working in a customer centric environment
- Experience of completing appraisals and performance management of staff, including monthly meetings.
Personality:
- Experience of managing team rota's
- Self-motivated, positive, reliable, tolerant, inquisitive, resilient and determined.
- Credible, and comfortable in dealing with conflict.
- Keen to develop personal competency, responsibility and accountability.
- Able to get on with others and be a team-player.
- Good influencing skills.
- Empathic communicator, able to see things from the other person's point of view
