Guest Experience Specialist

2 months ago

London, United Kingdom Land Securities Full time

Purpose of job

The primary duties of this role include:

- Providing welcome and support to Landsec staff and visitors
- Providing knowledge and guidance on how to best use the space, services and amenities available

Providing a great customer experience

Principal accountabilities
- Assists in the provision of a welcoming and well maintained guest lounge.
- Takes and deals effectively with calls through the appropriate switchboard software.
- Uses call management software and tools to collect agreed performance statistics. Carries out agreed tasks and processes.
- Investigates problems. Assists with the implementation of agreed remedies and preventative measures.
- Following agreed procedures, identifies, registers and categorises incidents and requests
- Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
- Maintains records and advises relevant persons of actions taken.
- Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
- Assists in the investigation and resolution of issues relating to workplace space, services, facilities and amenities, security, health and safety
- Assists with specified maintenance procedures.

Decision making authority

Work with mínimal guidance, exercising independent judgement on tasks and priorities, but making appropriate decisions on when to refer for further advice and working in line with the Key Competency levels

Key competencies
- Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Receives specific direction, accepts guidance and has work reviewed at agreed milestones. Determines when issues should be escalated to a higher level.
- Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise others or make decisions which impact the work assigned to individuals or phases of projects. Understands and collaborates on the analysis of user/customer needs and represents this in their work.
- Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution.
- Demonstrates effective communication skills.
- Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures.
- Contributes fully to the work of other relevant teams. Appreciates how own role relates to other roles and to the business of the employer or client.
- Demonstrates an analytical and systematic approach to issue resolution.
- Takes the initiative in identifying and negotiating appropriate personal development opportunities.
- Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.

Knowledge, experience and qualifications

Essential
- Customer service skills
- Problem resolution skills
- Experience delivering a switchboard service
- Ability to work flexibily through 3 rotas (weekly change)

08:00-16:00

09:00-17:00

09.30-17.30

Desirable
- Knowledge of Condeco
- Knowledge of Switchboard system
- Knowledge of Bluepoint

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