Customer Experience Manager

The overall purpose of this role is to enhance the brand reputation of our Client by ensuring that visitors and clients are received in an excellent and professional manner. You will also support the Global Real Estate team and the Acuity Account Manager to develop the visitor’s journey in the building.

As a Customer Experience Manager within Acuity, you will be expected to be immaculately presented, intuitive in your service approach, and able to communicate effectively with internal and external clients, adding value to the role and the business. A crucial aspect of your role is supporting management of the community piece and collaboration space for the occupiers.

Key Responsibilities:

• Formulate and maintain a close working relationship with the Client and stakeholders.
• Utilise the Acuity Concierge to continuously add value to the Client.
• Generate monthly management reports for the GRE team and complete monthly reports for the Client.
• Continuously suggest service improvement initiatives.
• Adhere to agreed timescales with respect to implementing any action plans agreed.
• Ensure that the Customer Experience Hosts and Post Room Operatives work in compliance with the Acuity Brand and Paramount Standards and ISO 9001.
• Ensure a satisfactory and consistent level of service is reflected in all audits.
• Promote and where possible implement the Acuity added value offerings.
• Devise, implement and review in a timely manner, all SOPs pertaining to the site.
• Ensure all employee training records are up to date.
• Ensure all site documentation is in place and up to date.
• Ensure that the International Facilities Helpdesk, Reception and Post Room portals are monitored, and that all correspondence is responded to in a timely manner.

Team Engagement:

• Ensure that the Customer Experience Hosts and Post Room Operatives demonstrate the highest standards of service.
• Responsibility for training and development of the team.
• Conduct regular catch-ups, performance reviews for each team member and ensure personal development plans are in place.
• Train all new starters and Acuity Select Team according to the Standard Operating Procedures.
• Recognise and reward employee achievements.
• Be an approachable, visible role model for both existing personnel and new hires of Acuity.

Visitor and Client Experience:

• Ensure that visitors and clients are received in an excellent and professional manner and that Reception, Concierge Desk and Post Room areas always operate a five-star service.
• Lead by example, be immaculately presented and able to communicate effectively with both internal and external clients.
• Act as an ambassador for both the client company and Acuity Services in all interactions.
• Build strong relationships with clients and employees, taking the initiative to continuously improve the service delivery.
• Actively participate in your own training to ensure that a high level of customer service is achieved and maintained by your team.
• Be fully conversant with all the tasks related to the daily Front of House and Post Room operations.
• Ensure that your team implements current best practices to ensure a seamless delivery of Front of House and Post Services.
• Maintain a flexible, “can do” attitude at all times to provide occupiers & guests with a consistent high-quality front of house and post service.
• Ensure that the Reception, Concierge Desk and Post Room areas are a welcoming, clean, safe, and secure environment.

Innovation and Technology:

• Continuously suggest service improvement initiatives.
• Remain up to date and informed in all new Building Management technologies and innovations.
• Continuous review of the technologies on site and proposal of touchless technologies.
• Continuous research of recent technology, innovation, and integration.

About Us: For nearly 50 years, we’ve played a vital role in helping our customers succeed. Built on strong, long-standing relationships, our business is powered by people who are deeply connected to the communities where we live and work. Our purpose guides every action and decision we make, “to proudly create safer and healthier communities today, for tomorrow.” It reflects who we are, what we stand for, and the impact we strive to make every day. Across our team of 27,000 dedicated professionals from 157 countries, that purpose comes to life through commitment, care, and the shared responsibility to the people we serve—now and for generations to come.