Customer Experience Assistant Manager

3 weeks ago

Greater London, United Kingdom GPE Full time

Reporting to the Customer Experience Senior Manager, the Customer Experience Assistant Manager is responsible for day-to-day operational management located at Hanover. Hanover is a mixed-use 1.5 acre estate located on Hanover Square, home to some of GPE’s highest profile customers. The role also includes the Management of smaller properties as required.


At GPE we are committed to being customer-first, the support this role will offer will enable the team to focus on delivering on this. This role will help to ensure our workplaces are clean, healthy, safe and secure as standard and continually evolve in-line with customer demand.


As our brand ambassador and “go-to” person onsite, you will be passionate about customer experience and will work with our Service Partners to achieve our goals - providing them with the direction and motivation to help us achieve more together.

Key responsibilities:


Customer Experience

  • Building strong, positive, professional relationships with customers. Understanding their business needs and drivers, providing effective communication and ultimately delivering exceptional customer experience that regularly exceeds expectations.
  • Acting as a point of contact for customer queries.
  • Demonstrating attention to detail, ensuring properties are always immaculately presented.
  • Reacting to all minor and emergency repairs in a safe and timely manner
  • Creating a high quality, professional work environment.
  • Building strong, positive relationships across all GPE departments by proactively engaging with our colleagues.


Service Partner Management

  • Responsible for managing the day-to-day delivery of all services, liaising with the relevant team members to ensure standards are continuously set, discussed and maintained.
  • Working closely with service partner management teams to drive performance and innovation, unlocking barriers to success through collaborative working, helping GPE to become a client of choice.
  • Together with the Customer Experience Manager and Customer Experience Senior Manager, regularly reviewing performance of service partners, providing timely feedback in addition to completing monthly KPIs with objective commentary.
  • Managing and engaging with our service partner teams to help them deliver a consistently high-quality service.


Compliance

  • for the Health & Safety aspects of all activities that occur in your assets including:
  • of permit to work processes and the issuance of contractor ‘permission to work’ forms and annual passports.
  • the safe working of contractors, irrespective of whether they are working for us or for customers.
  • the electronic Health & Safety management system, ensuring all statutory documents are uploaded and in date with risk assessment actions completed within specified time frames.
  • completion of regular health and safety checks,
  • with the Evacuation Management plan for all fire drills and associated emergency situations.
  • of vacant units
  • auditors during regular Health & Safety audits.


Financial Management

  • Assisting with the production and issuance of the annual Service Charge budget and reconciliation
  • Obtaining quotations for any minor/major works that are required, Issuing work orders in accordance with our procurement policy.
  • Assisting with approving invoices, ensuring the amount is consistent with the associated work order, within the agreed timescales.
  • Assisting with approving customers electricity recharges for invoicing once schedules are issued by our utility management partner.


Sustainability and Wellness

  • Engaging with engineering and sustainability teams to ensure assets are operating at optimal efficiency.
  • Identifying opportunities to reduce energy consumption and improve sustainability performance wherever possible.
  • Ensuring any wellness criteria and objectives are understood, managed and reported on throughout the year.
  • Working with local communities and our partners to identify opportunities to provide a platform to enterprises that align with our business objectives.
  • Ensuring the management of assets is aligned with GPE’s broader goals (social impact / sustainability / disability awareness etc.).


Key competencies

  • Decision Making– Makes good and accurate decisions that are valued when judged over time.
  • Pro-active Approach – Forward thinking, always looking to develop and improve upon on processes and drive positive change.
  • Courage and Resilience - Able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers quickly from setbacks.
  • Relationship building – Promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kinds of stakeholders, internally and externally.
  • Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward new ideas.
  • Acting as a Role Model - Acts as a role model by being honest, open and fair. Takes responsibility and inspires others by setting high standards and by showing passion and commitment.
  • Teamwork – believes in collaboration, co-operation, and trust within and across teams – balances own and team interests well.
  • Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon
  • Tenacity – Constantly and consistently pushing self and others for results – can be counted on to see things through.
  • Priority setting – Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.

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