Customer Experience Coordinator

2 months ago

London, Greater London, United Kingdom PROception Full time
About the Role

We are seeking a highly skilled and experienced Community Experience Manager to join our team at PROception. As a key member of our Customer Experience Services Team, you will play a vital role in delivering a market-leading fully managed workplace experience that exceeds our customers' expectations.

Key Responsibilities
  • Customer Focus: Establish and maintain effective customer relationships, dedicated to understanding customer requirements and meeting customer expectations.
  • Decision Making: Make good and accurate decisions that are valued when judged over time.
  • Courage and Resilience: Remain calm and positive under pressure, positively influencing situations and recovering well from setbacks.
  • Relationship Building: Promote a culture of collaboration and teamwork, building constructive and effective relationships with stakeholders both internally and externally.
  • Curiosity and Innovation: Encourage new ideas and approaches, taking calculated risks to drive innovation and improvement.
  • Accountability and Ownership: Take personal responsibility for issues or opportunities, ensuring they are resolved and capitalized upon.
  • Tenacity: Drive results and see things through, consistently pushing self and others to achieve goals.
  • Priority Setting: Focus on key objectives, eliminating roadblocks and spending time on what is important.
Key Objectives
  • Responsible for the customer and workplace experience.
  • Responsible for day-to-day management of your fully managed GPE workplace.
Customer and Workplace Experience
  • Support the Customer Experience Manager with the day-to-day running of the site.
  • Responsible for delivering a premium, proactive, and enjoyable workplace experience to customers.
  • Lead by example, delivering a professional, fun, and focused service that aims to achieve customer retention, advocacy, and acquisition.
  • Position GPE as a partner of choice for our customers.
  • Ensure our amenity spaces remain fit for purpose and deliver an exceptional user experience.
  • Strengthen relationships with customers by proactively engaging with them, understanding their needs, and using anecdotal feedback to shape their experience with GPE.
  • Support customer onboarding and offboarding, ensuring a smooth transition throughout.
  • Lead on customer events, aligning with GPE's values and strategic objectives.
  • Proactively utilize our helpdesk systems to log and monitor ongoing issues and jobs.
Financial Management
  • Responsibility for the management of our events and amenity space spend, ensuring we work within budget.
  • Regular reporting to the Customer Experience Manager on budget performance against forecast.
Commercial Planning, Sustainability, and Wellness
  • Work in partnership with the GPE Customer Experience Manager, contributing to the strategy for your workplace, ensuring alignment against our customer and commercial objectives.
  • Proactively identify opportunities for innovation to elevate our current offering.
  • Understand and promote additional services and opportunities that GPE could potentially offer customers.
  • Work with local communities and partners to identify opportunities to provide a platform for enterprises that align with our business objectives.
Workplace Management
  • Ensure our amenity spaces, meeting rooms, and phone booths are clean, healthy, safe, and secure.
  • Carry out regular on-floor checks, ensuring all areas are in order and up to standards.
  • Support with mobilization on new floors and buildings.
  • Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experiences for our customers.
  • Responsible for ensuring that the spaces we deliver allow our customers to feel more effective and successful in achieving their own business objectives with us.
  • Ensure any customer feedback received is captured and fed back into the wider business.
Service Partner Management
  • Responsible for managing the day-to-day delivery of all services (i.e., housekeeping, maintenance, catering, and security), liaising with the relevant team members to ensure standards are continuously set, discussed, and maintained.
  • Indirect management of any site-based service partners.
  • Supporting the Customer Experience Manager to ensure all service partners are regularly reviewed and that SLAs are being proactively managed and reported on.

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