Performance Lead

5 months ago

London Heathrow Airport, United Kingdom Ethos Farm LTD Full time

**Ethos Farm**

Founded in 2016, with a desire to help organisations cultivate and grow the right company ethos through their people, Ethos Farm is an award-winning customer and employee experience consultancy with offices based in London, New York and Singapore.   Now at year 6 of trading and over 600 people working across 9 countries, Ethos Farm has been recognised as one of the Top 100 large employers at The Great Place to Work UK Awards and has broken into the Top 50 of the Sunday Times Fastest Growing UK Businesses. Offering expertise in customer experience (CX) design, immersive CX learning innovations such as virtual reality training, CX staffing solutions and end-to-end customer & employee solutions, the ethos of Ethos Farm is that ‘truly elevated Customer Experience (CX) is only achievable through a well-designed and crafted Employee Experience (EX)’. At Ethos Farm we recognise that the people who represent our company and clients are our most important brand ambassadors. We will always focus on providing them with the right skills, training, support and technology to help to unleash their power and potential to grow with us in a workplace where people thrive, excel, and contribute to our ongoing growth and prosperity

**Performance Lead**

As Performance Lead, you will be positioned at the forefront of transforming our front-line service team dynamics in their roles of helping our customers travelling through Heathrow Airport. You will be a dynamic, inspiring and people passionate person with an amazing ability to have a positive impact on those around you, instilling excitement and enthusiasm within others. Your role will be integral to shaping a customer-centric and employee-friendly environment raising the bar of Customer Experience (CX) and Employee Experience (EX) taking our internal and external service provision to the next level. By meticulously mentoring and guiding team members, you will work to instil the art of effective communication, proactive engagement, and the cultivation of a positive workplace culture. Your efforts will be centred on both elevating the quality of service and customer experience for the travelling passengers but will also extend to creating an internal work environment that is supportive and enjoyable. We expect you to embody inspiration effortlessly, possessing the rare gift to excite and influence those around you, truly making a significant impact. Your ability to inspire will play a pivotal role in reshaping our approach to the customer experience. We are not merely seeking to meet expectations but to redefine them. Your challenge will be to develop our teams to stand out, creating an unparalleled Purpose Job Title Purpose: Performance Lead Reports to : HR Director Department/Area: Human Resources Ethos Farm experience that far exceeds the norm. We are on a quest to set a new standard in service excellence and your inspirational contribution will help us to achieve the extraordinary by developing a culture where each interaction is not just transactional but is understood to be an opportunity to make a positive impact. With a primary goal of enhancing the abilities of our front-line teams, you will be central to supporting our vision to providing elevated positive interactions both externally and internally. Your commitment to excellence, professionalism, and the highest standards of CX will be key to supporting the achievement of our business objectives. This role is purely to elevate customer and co-worker interactions and focuses on mentoring, guiding and improving team dynamics. It does not include direct performance management of team members.

**Principle Accountabilities**
- Work closely with front-line teams to enhance communication skills, including proactive engagement with the public.
- Guide on the art of making eye contact, approaching individuals to offer assistance and engaging in friendly conversation.
- Instil a sense of kindness and warmth in interactions to create a positive and memorable customer experience.
- Guide team members on the importance of smiling, friendliness, and making a positive impact on both external clients and internal colleagues.
- Promote a supportive team dynamic through mentoring, encouraging camaraderie, and promoting a positive workplace culture.
- Provide guidance on making the responsibilities more interesting through positive interactions and approaching tasks with an enthusiastic and constructive outlook.
- Encourage a collaborative atmosphere by setting team targets focused on making a positive difference to the people they interact with daily.
- Develop strategies to improve the customer experience by delivering exceptional service.
- Encourage a caring and empathetic approach when dealing with individuals who may have had challenging experiences, especially when travelling.
- Effectively manage and navigate the challenges of mentoring and developing individuals with different backgrounds, levels of e

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