Front Of House Manager, Customer Experience

1 week ago

London, Greater London, United Kingdom myGwork - LGBTQ+ Business Community Full time

This job is with London Business School, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Why London Business School

London Business School: a global and vibrant business community based in two of the world's most dynamic cities, London and Dubai. It's where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location.

The Role

London Business School are looking for a permanent Front of House Manager, Customer Experience to join Campus Services and Estates which has responsibility for the logistical operations management and service delivery to the School of: space planning and management, catering, hotel contracts, cleaning, porterage, post, Reception, fitness centre and security.

You will report to the Head of Customer Experience and be responsible for ensuring consistent delivery of a World Class experience to a myriad of stakeholders across multiple sites. This is a highly visible and front facing position managing and coordinating the Customer Service Managers to achieve a high level of engagement and interaction with the School community.

Please note this role will be fully based on campus. The office hours are 9-5, but you will be required to provide cover when needed as the operation works 7am-7pm.

Main Responsibilities

  • Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with the relevant stakeholders, and ensure they deliver a five-star customer experience across the School.
  • Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
  • Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
  • Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforcing good practice throughout the team.
  • Provide duty cover to support with annual leave, sickness and major events as needed.

Ideal Candidate

  • Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
  • Excellent communication skills with the ability to engage a variety of audiences.
  • Significant experience of Microsoft and other office technology platforms.
  • Sound working knowledge of policies, regulations and legislation in area of specialism.
  • Excellent analytical and problem solving skills.
  • Ability to manage multiple internal and external stakeholders.
  • Ability to prioritise and focus on material issues.
  • In depth knowledge of customer service.
  • Experience in effectively managing external suppliers/contractors.
  • Financial management awareness and commercial acumen.

Salary
: Competitive

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