Customer Experience Assistant Manager

3 weeks ago

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.

  • Customer Care

    7 days ago

    United Kingdom Stadium Experience Full time €26,000 - €28,000

    We are looking to appoint a highly motivated Supporter Services Executive to our current team. In this role you will provide all-round administration and customer service to assist with the smooth running of the Supporter Services department, which covers men and women’s rugby, netball, sports camps and other activities and events. Working as part of the...

  • Customer Experience Manager

    3 days ago

    United Kingdom C4S Search Ltd Full time

    JOB TITLE: Customer Experience Manager LOCATION: Stroud SALARY: Up to £40,000 DOE, plus 30% OTE Healthcare plan | Company Discounts | 25 Days Holiday + Bank Holidays | WAY OF WORKING: Full time | Permanent | Hybrid Working THE BUSINESS: C4S are proud to represent Britain’s greenest energy company! They are a British Renewable Energy Company,...

  • Customer Experience Manager

    6 days ago

    United Kingdom C4S Search Ltd Full time

    JOB TITLE: Customer Experience Manager LOCATION: Stroud SALARY: Up to £40,000 DOE, plus 30% OTE Healthcare plan | Company Discounts | 25 Days Holiday + Bank Holidays | WAY OF WORKING: Full time | Permanent | Hybrid Working THE BUSINESS: C4S are proud to represent Britain’s greenest energy company! They are a British Renewable Energy Company,...

  • Customer Experience Manager

    3 weeks ago

    United Kingdom Zappie Communications Ltd Full time

    At Zappie, we're not just a telecoms company; we're a rapidly growing startup revolutionising the communication landscape in the UK. Join us on this exciting journey where innovation, growth, and a vibrant work culture are at the heart of what we do. We are looking for motivated, like-minded people who excel in a target driven environment to join...

  • Customer Experience Manager

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    " Company Description I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. The team here are...

  • Customer Experience Manager

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    " Company Description I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. The team here are...

  • Customer Experience Manager

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    " Company Description I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. The team here are...

  • Customer Experience Manager

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    " Company Description I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. The team here are...

  • Customer Experience Manager

    1 week ago

    United Kingdom Iron Mountain Full time

    At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable...

  • Customer Experience Manager

    3 days ago

    United Kingdom DiverseJobsMatter Full time

    About The Role To identify, define, and integrate new CX capabilities (including tools/technology, people, and processes) into our organization, in line with the Customer & CX strategy, working from idea to BAU adoption. You will work with multi-functional teams within our organization and outside to ensure timely and effective capability delivery. You...

  • Customer Experience Manager

    5 days ago

    United Kingdom DiverseJobsMatter Full time

    About The Role To identify, define, and integrate new CX capabilities (including tools/technology, people, and processes) into our organization, in line with the Customer & CX strategy, working from idea to BAU adoption. You will work with multi-functional teams within our organization and outside to ensure timely and effective capability delivery. You...

  • Customer Experience Manager

    3 weeks ago

    United Kingdom Vanilla Recruitment (UK) Ltd Full time

    As the Customer Experience Manager, you’ll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and driving...

  • Customer Experience Executive

    6 days ago

    United Kingdom Equiniti Full time

    This policy covers all of Equiniti.com including Selector, Pensions Client Portal and the Equiniti Privacy Centre Customer Experience Executive page is loaded Customer Experience Executive Apply locations Bengaluru - Unit 3 time type Full time posted on Posted 2 Days Ago job requisition id R12539 Management Level I Customer Experience Executive Team :...

  • Customer Experience Manager- Customer Care

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. This is a great opportunity to grow with...

  • Customer Experience Manager- Customer Care

    2 weeks ago

    United Kingdom I-CAPITALISE LIMITED Full time

    I-Capitalise Ltd is a specialist insurance broker, with unique products for pets. Our core brand is which entered the UK pet insurance market in 2021. K9 Cover addressed the gap in the market for dogs with pre-existing medical conditions and is now using the knowledge gained to create exciting new opportunities. This is a great opportunity to grow with...

  • Assistant Director of Customer Experience

    3 days ago

    United Kingdom Lgcplus Full time €87,561

    This role has a starting salary of £87,561 per annum, based on a 36 hour working week. Rewards and Benefits 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service Option to buy up to 10 days of additional annual leave An extensive Employee Assistance Programme (EAP) to...

  • Assistant Director of Customer Experience

    6 days ago

    United Kingdom Lgcplus Full time €87,561

    This role has a starting salary of £87,561 per annum, based on a 36 hour working week. Rewards and Benefits 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service Option to buy up to 10 days of additional annual leave An extensive Employee Assistance Programme (EAP) to...

  • Customer Experience Expert

    6 days ago

    United Kingdom Inchcape plc Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: Mercedes Benz of North Wales – Customer Experience Expert £13,689 (OTE £15,684) + Employee Benefits 22 hours What we can offer you 33 days’ annual leave , including bank holidays (pro rata) Retail...

  • Senior Customer Experience Manager

    4 days ago

    United Kingdom First Central Services Full time €70,000 - €75,000

    Haywards Heath, Home Office (Remote) or Manchester Salary: Between £70,000 to £75,000 - Depending on experience Department: Customer & Operations We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and...

  • Senior Customer Experience Manager

    3 days ago

    United Kingdom First Central Services Full time €70,000 - €75,000

    Haywards Heath, Home Office (Remote) or Manchester Salary: Between £70,000 to £75,000 - Depending on experience Department: Customer & Operations We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and...