Customer Experience Manager

• Oversee daily operations at the team entrance and Duke Street entrance, ensuring a smooth and efficient flow of traffic
• Implement and monitor procedures to maintain high standards of customer service
• Address and resolve any operational issues promptly and effectively
• Develop and implement strategies to enhance the customer experience at the entrances
• Gather and analyse feedback from customers and employees to identify areas for improvement
• Ensure the entrances are welcoming, clean, and well-maintained at all times
• Build and maintain strong relationships with internal and external stakeholders
• Influence and collaborate with departments such as security, facilities management, and reception to ensure coordinated efforts
• Communicate effectively with stakeholders to align on objectives and expectations
• Lead and motivate the reception team to deliver exceptional service
• Provide training and development opportunities to team members
• Lead projects aimed at improving entrance operations and customer experience
• Ensure projects are delivered on time, within scope, and within budget
• Monitor progress and report on project outcomes to senior management
• Ensure compliance with all health and safety regulations at the entrances
• Train team members on health and safety protocols
• Foster a positive and inclusive work environment that encourages teamwork and collaboration
• Identify skill gaps and provide necessary training to enhance team performance and career development by clear goal setting
• Set clear performance expectations and regularly review individual and team performance
• Address performance issues promptly and constructively
• Recognize and reward high performance to maintain team motivation and morale
• Provide ongoing support and guidance to new hires during their initial period

• Previous experience working in a faced paced environment overseeing the operational needs of a department/business
• Proven track record in delivering projects to highest standard
• Strong People Leader, confident leading diverse teams through change
• Experienced in Performance management
• Capable of making independent decisions
• Ability to advise and inspire and influence at all levels
• Role model the company values
• Influence and inspire creativity to drive team & customer goals
• Root cause analysis
• Strong presentation skills
• Strong organisational and coordination skills
• Collaborative across disciplines, Team player
• Build professional and lasting relationships cross functionally at all levels

plus benefits