guest services London, England
Job description
Head of Operations – Guest Services
£60,000 to £70,000 per annum plus 15% annual performance bonus.
London
Making the workplace a destination
We Put People First so you can Deliver Outstanding Service
We are looking for a dynamic, ambitious, and empathetic Head of Operations. The Head of Operations will work at a high pace across multiple geographic locations within the UK and multiple site teams of DayMakers (Hosts, Receptionists, Workplace Assistants, Porters, Site Leads, and managers). The Head of Operations will be responsible for overseeing and delivering day-to-day operations for On Verve while supporting the growth and direction of the business.
We want someone who has sharp customer service skills, commercial acumen, and proven experience across both customer service and team leadership. They will need to demonstrate the ability to deliver highly creative innovative solutions for clients to deliver seamless guest and employee experiences.
As Head of Operations you’ll be:
- Supporting the Director of On Verve in the development of business strategy in line with current and emerging client needs
- Maximising the profitability of all contracts of responsibility and deliver the required results
- Ensuring service standards across sites are in line with SLAs or above client expectations and reviewed on an ongoing basis
- Leading multiple teams of DayMakers and contracts and take responsibility when needed, act with initiative, demonstrate energy and enthusiasm
- Developing effective working relationships with all account clients and show that On Verve is a ‘trusted partner’ for all areas of client interaction
- Ensuring innovative ideas are being implemented to improve service delivery, retain clients and win new services on-site and win additional new business in the area
- Managing negotiations and change, with a focus to achieve ‘win-win’ outcomes, and build positive working relationships
As Head of Operations you’ll have:
- Extensive experience in the corporate industry focusing on Guest Services / Workplace Experiences
- Strong track record of effectively managed large teams with a focus of a People First and service delivery culture
- Strong stakeholder management skills and ability to build solid relationships and collaborate across the business and partners
- Good negotiation skills at a senior level
- Strong commercial acumen
- Confident decision maker who is able to own projects and work independently to make things happen
- Experience in implementing processes and service standards
Who is On Verve?
We bring a fresh approach to the guest services sector by providing service with enthusiasm through our dedicated team of DayMakers. Our solutions have been designed for both Guests and Employees and incorporate the latest workplace trends. Our core ethos is to be the ‘makers of someone’s day’.
Our Benefits:
- Birthdays off work
- A workplace pension scheme
- Two paid volunteering days annually – from beach cleans to supporting your local community. You choose…..
- More than 250 perks – and hundreds of exclusive deals and discounts
- A wide range of training programs to help your career development
- Project Mosaic our Wellbeing, Diversity & Inclusion Committee who are leading the charge on all things WDI
- Recognition and reward program to thank our shinning stars
- A Wellbeing hub to support a healthy mind and body
Our commitment to Equality, Diversity, and Inclusion: Churchill is an inclusive, equal opportunity employer and seeks to attract, develop and retain the best people from the widest possible talent pool. We’re committed to ensuring that all candidates are treated fairly, and with respect and dignity throughout the recruitment process.
Job Types: Full-time, Permanent
Salary: £60,000.00-£70,000.00 per year
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Performance bonus
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have a Guest Services corporate background?
- Do you have an understanding of commercial, dealing with escalations and creating correction plans and reporting on it?
- Do you have client management experience?
- Do you have knowledge of HR?
- Do you have people management experience?
Work Location: Hybrid remote in London
