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Randstad Construction and Property
Not Specified
Gloucestershire
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Customer Experience Manager - 23643_223520922
Gloucestershire
Customer Experience Manager
Location: Gloucestershire
Working Pattern: Permanent, 36-40 hrs a week, Mon-Fri
Salary: 30-32k
We're looking for a dynamic Customer Experience (CX) Manager to help us build an exceptional destination where memorable moments happen every day. This pivotal role involves collaborating with our property management transformation team to ensure our properties thrive through outstanding customer experience, a strong sense of community, appealing amenities, and integrated technology. You'll drive onsite marketing initiatives, taking charge of our social media, designing engaging digital screen content, and crafting comprehensive engagement plans to achieve top-tier occupier satisfaction.
CORE RESPONSIBILITIES
- Create bespoke CX enhancement plans to drive positive outcomes and customer retention
Create, plan, and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
Launch & maintain property social media handles, create and maintain a social media content planner
Manage and administer the customer services portal and app to drive engagement and adoption by the estate community
Maintain and produce CX specified reports (pre and post-execution data), illustrating operational statistics/data, etc.
Obtain and evaluate CX feedback from customers, guests, and stakeholders, draft improvement action plans
Identify opportunities to enhance the customer experiences by being innovative and creative
Increase client, customer, guest, and service partner loyalty and achieve the highest satisfaction ratings
Map property customer journeys in order to identify CX enhancement opportunities
Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property
Establish team spirit and collaboration
Lead by example and inspire wider onsite teams
Basics done better - Ensure the fundamentals of customer service are followed and delivered to the highest standards
Track, oversee, and optimize all customer interactions to build strong relationships with all stakeholders
Follow Beyond: Front of House standard operating procedures and guidelines
Respond to telephone or email inquiries from internal or external clients in a professional manner, ensuring appropriate follow-up on any actions as required
Ensure property guest management processes are strictly followed
Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery
Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records
Firmly abide by Beyond: Front of House dress code and personal presentation policy
Log any property faults/issues with the Facilities Management team
Carry out daily/weekly walkarounds to personally engage with the occupiers
Practice quality assurance inspections (internal & external)
Ensure you perform your duties to the highest degree of dedication and commitment
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Salary: £30,000 to £32,000 Annual +
Hours Per Week: Full Time
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