Customer Experience & Events Lead

What We are Looking For:

• Vibrant & Outgoing Personality
• Self-Motivated and Can-Do Attitude
• Flexible
• Interactive
• Technologically Savvy
• Dynamic
• Organised
• Management Experience
• Embraces Community Wellbeing
• Customer Service Driven
• Positive work ethic and ethos
• Attention to detail.
• Team player, supportive, honest, consistent, reliable and a great leader who wants to lead the team by example.

Your Role:

We are looking for an energetic Customer Experience & Events Lead to join our growing team. The ideal candidate will be responsible for maintaining exceptional levels of Customer Experience while training and mentoring the entire team across our prestigious portfolios, focusing on customer journey enhancement, pop ups, image and uniform, coordinating customer experience events, CSR, marketing, staff events and bespoke site audits, elevating the service levels to best in class.

The buildings will provide a range of personal welfare and amenity services and it will be your role to ensure that each person visiting the buildings have a fun, fresh and memorable experience.

This is a perfect opportunity for someone who already works within the serviced office industry or hospitality to expand upon their passion and experience and develop their career further.

Your hours of work will be from 9am to 5pm Monday to Friday, however we require a degree of flexibility dependent upon operational requests, events or training.

Salary we are offering will be £42K.

You are entitled to 28 days holiday per year inclusive of bank holidays.

Key Duties:

• Onboarding experience and ordering uniform for the new joiners
• Organising Events across the Portfolios
• Delivering Customer Service Training
• Organising Personalised Gifts
• Mentoring the team
• Site visits
• Work within a fast-paced environment
• Ensure you and your teams deliver an exceptional hotel-like customer service experience
• Create training based on the team needs
• Effectively manage customer requests
• Able to prioritise work, meet deadlines, make decisions, and communicate effectively under pressure
• Understand customer needs and delivering solutions
• Organise and oversee mystery shopping for sites
• Dealing with confidential information, using discretion and all times
• Planning and managing events/booking meetings
• Lead on community culture and networking events
• React quickly to new requirements/processes
• Able to creatively solve problems
• Implement initiatives and incentives for guests and occupiers, i.e., Gems at work, on site pop ups or CSR
• Social media engagement
• Build a 'One team' ethos with other service partners
• Develop and deliver initiatives and strategies to enhance occupier experience
• Build community relationships, be self-directed and able to use your own initiative to progress tasks/activities
• Budget and allocate resources efficiently to maximise outcomes
• Confident in approach to using technology and apps
• Must have a clear understanding and be able to demonstrate outstanding customer service skills whilst maintaining a high degree of confidentiality at all times

Essential Candidate Requirements:

• Demonstrate ability to set goals and achieve them
• Immaculate personal presentation and delivery
• Excellent communication skills with attention to detail
• Excellent Time Management
• Minimum 2-3 years' experience in a lifestyle management/hospitality position
• Professional, highly driven, flexible, enthusiastic, proactive, excellent motivational skills
• Excellent written communication and interpersonal skills
• Computer literate with knowledge of Word, Excel and Power Point
• Ability to work independently with confidence, using own initiative as required
• Establish and manage a smart team: empower, inform and engage the team, remaining focused and clear about their roles and objectives
• Take full responsibility for effective & meaningful assessments in respect of team members.
• Ensure all employees are motivated and trained to the required standard and subject to regular effective performance monitoring reinforcing their accountability for their roles
• Ensure that all employee grievances are dealt with according to company procedures
• Maintain fair and consistent disciplinary procedures, where necessary
• Play a proactive part in the management of staff turnover
• Effectively manage and reduce absence
• Team player with strong leadership skills and being a role model for your fellow colleagues
• Must be patient, tolerant, reliable and trustworthy whilst being persuasive and assertive
• Acute security awareness (SIA can be provided)
• Health & Safety awareness

What We Offer:

• 28 days annual leave inclusive of bank holidays
• HSF automatic enrolment covering dental, eye tests, private health care (optional)
• Perkbox offering employee discounts at various gyms, restaurants, cinemas.
• BUPA gold standard healthcare and mental health support 24/7 access
• Refer a friend scheme of £100 reward
• Personalised gifted experiences & Incentives
• Bespoke 5 star training and career development including SIA
• Staff Socials
• Commsave credit union for financial support and saving