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Customer Experience Specialist
3 months ago
Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements. We are recruiting for;
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Part time
Customer Experience Specialist:
Monday to Friday
- 30 hours per week:
Salary £20,279 Per Annum:
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Location
Thales, Turnchapel Wharf, Barton Road, Plymouth, Devon, PL9 9RQ
Job Overview:
- To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.
Main Duties
- To act as the first point of contact for Thales in all buildings at Turnchapel, ensuring a professional, efficient and customer focussed environment is maintained at all times
- Support all areas of Front of House as and when required; to include, Reception, Meeting Room & Floor Management, Administration, Hosting visitors, Escorting duties and hospitality / refreshment requests
- Liaise with the Mitie FM and Thales Key Stakeholders on a daily basis to ensure visit requirements are communicated and premeeting information is able to be issued in advance of visitors attending site
- Ensure meeting room set up, presentation equipment and presentation content is available for meetings as required using the Mitie FM and Thales I.T teams to support
- Organise, prepare, and communicate details regarding key meetings & special events to Mitie FM & Key Stakeholders.
- Engage with the team to identify specific meeting requirements including refreshments and engage with local Thales catering businesses as required
- Ensure signin and out processes are followed, and the correct visitor passes have been issued and returned
- Deliver a 5* Customer Experience for all visitors to site
- Provide exceptional customer service, assistance, and guidance to all visitors to ensure each guest has a great experience during their visit
- Ensure feedback from visits is collated and acted upon as necessary
- To support the TCW Site & Logistics Manager in all site related facilities management issues and feeding into the FM team
- To build professional relationships with key stakeholders to develop knowledge of personal requirements and to be recognised as their first line "go to" person
- Attend training as appropriate/online/out of house/selfdevelopment
- To handle any guest complaints and provide a swift solution or escalate as appropriate
- To ensure you are immaculately dressed and recognised as the 'go to' customer experience contact
- Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
- Work to and periodically review and update a standard set of operating procedures
- Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed
- Work closely with the Mitie FM, engineering, and cleaning team to identify any issues or faults that need raising via the Mitie Helpdesk and fixing
- Working closely with the catering company, to ensure all hospitality orders are quoted, approved, and delivered correctly and on time, and that all completed hospitality is collected efficiently
- To provide a first fix response for the onsite AV equipment notifying TCW Site & Logistics manager
- Notifying Turnchapel Site Lead and Mitie FM of any accidents and incidents, hazards and near misses
- Provide operational support to any internal events
- Review procedures and processes, make recommendations/suggestions/initiatives to support contract innovation
- To ensure compliance with any COVID19 process and measures on site, challenging behaviour and reporting all incident / risks to the Mitie FM and Turnchapel Logistics Manager
What we are looking for:
- Customer focused with the ability to build positive relationships
- Experience of working in corporate customer service environment
- Excellent communication skills and exceptional attention to detail
- Immaculate personal presentation endorsing the Signature five star image
- Proven experience and understanding of an exceptional Customer Service delivery
- Previous experience with visitor management and booking systems preferable
- Excellent time management and organisational skills
- Pro active, flexible and cando attitude
- The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
- Ability to deal with multiple requests simultaneously
- Team player
