Customer Experience Manager

4 weeks ago

London, Greater London, United Kingdom london-business-school Full time

The Role

London Business School is seeking a Duty Manager – Customer Experience to join its Estates and Campus Services department on a permanent basis. This role is responsible for ensuring the consistent delivery of a world-class experience to various stakeholders at the School.

Main Responsibilities

  • Prioritize events and activities on campus using the Operations Diary and be aware of future activity that needs to be considered.
  • Deliver information sessions/presentations to the School Community on Customer Experience activities when required.
  • Meet and greet the School Community upon arrival at LBS at designated times/occasions.
  • Be highly visible on campus, actively seek feedback, and verify with programme managers/events managers that they are satisfied with the quality of space and service.
  • Provide information to customers and be knowledgeable about the campus and its facilities.
  • Liaise with all relevant service departments.
  • Ability to respond to customer questions, maintaining clear and concise communications at all times.

Requirements

  • Positive experience of working within a customer-services orientated environment.
  • Understanding of the levels of quality, service, and experience required at a leading Global Business School.
  • Ability to identify and implement interventions to ensure standards are maintained to the highest level and seek continuous improvement.
  • Experience in a high-profile customer-facing role.
  • Strong customer service experience.
  • Previous experience of checking service standards to a high level.
  • Excellent communication skills, both written and oral.
  • Ability to engage with a diverse set of customers, contractors, and stakeholders.
  • Acute attention to detail.
  • Ability to think strategically and make decisions quickly.
  • Ability to use initiative and work independently as part of the wider Estates and Campus Services team.

What We Offer

  • Generous annual leave of 27 days plus extra between Christmas and New Year (pro-rata -19 days).
  • Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution).
  • Free onsite gym and swimming pool.
  • Amazing range of professional development to support your career path.
  • Enhanced cycle to work scheme.
  • Wellbeing offering to support your physical, mental, and financial health.

Our Commitment to Driving Inclusion and Belonging

We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education, and society at large. We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key School priority, and we want everyone who joins LBS to feel respected, welcomed, and heard.

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