Head of Studio Operations

3 weeks ago


Shepperton, Surrey, United Kingdom Pinewood Studios Group Full time
Job Title: Head of Client Services

The Head of Client Services is a key role within Pinewood Studios Group, responsible for delivering exceptional customer experiences across our studios. This position requires a strong leader who can inspire and motivate their team to deliver friendly and efficient service to a consistently high standard.

Key Responsibilities:
  • Oversee the front of house services and day-to-day communication for studio customers, users, and visitors.
  • Manage the customer services helpdesk, providing a warm and responsive service via telephone and email.
  • Coordinate car parking provision, projecting future parking needs and planning for closures and dedicated usage.
  • Manage the mailroom service, determining what services are provided and ensuring accurate records and recharging against customer accounts.
  • Oversee the contract, service, and performance management of the Catering Master Service Agreements.
  • Coordinate with security for day-to-day matters and ensure a joined-up customer experience in reception.
  • Manage the Studio key suite, including completing regular audits and procuring new lock and keys.
  • Develop and implement process improvements to drive positive change and structural improvements in customer experience.
Requirements:
  • Previous operational experience in Facilities Management or equivalent customer-facing operation.
  • Experience working in a management or supervisor position within the FM sector.
  • Knowledge of commercial and performance contract management.
  • Strong leadership skills, with the ability to motivate and drive performance through their teams.
  • Desire and ability to engage in continued professional development.
Benefits:
  • Discretionary annual bonus of up to 15% of salary based on Company and individual performance.
  • 25 days' holiday as standard, with the option to buy 3 additional days.
  • Pension scheme with 5% employer contribution and 3% minimum employee contribution.
  • Comprehensive private medical healthcare, including cover for pre-existing conditions, dental, and optical cover.
  • Life assurance of 4 x annual salary.
  • Two volunteering days allowance per year for our local communities.


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