At a Glance
- Tasks: Enhance visitor experiences and manage a dynamic reception and postroom team.
- Company: Join a leading company focused on exceptional customer service.
- Benefits: Competitive salary, training opportunities, and a vibrant work environment.
- Other info: Opportunity for personal growth and to lead a motivated team.
- Why this job: Be the face of the brand and make a real impact on client experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
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 at the right level and 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.
- 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 catchups, 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.
- Act as an advocate/brand ambassador for Acuity.
Visitor and Client Experience:
- To 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.
- To lead by example, be immaculately presented and able to communicate effectively with both internal and external clients.
- To act as an ambassador for both the client company and Acuity Services in all interactions both with other members of the team as well as all clients and visitors on site.
- To 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.
- To be fully conversant with all the tasks related to the daily Front of House and Post Room operations.
- Ensure that your team implement current best practices to ensure a seamless delivery of Front of House and Post Services.
- Ensure that your team maintain a flexible, “can do” attitude at all times to provide occupiers & guests with a consistent high-quality front of house and post service and to ensure that the Reception, Concierge Desk and Post Room areas is 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.
Customer Experience Manager, Reception and Postroom employer: BidvestNoonan
As a Customer Experience Manager at Acuity, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our commitment to excellence is reflected in our five-star service standards, and we offer comprehensive training programmes to ensure you and your team excel in delivering exceptional customer experiences. Located in a vibrant area, you will enjoy a collaborative culture that values innovation and recognises individual contributions, making Acuity an outstanding employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager, Reception and Postroom
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BidvestNoonan. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BidvestNoonan before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager, Reception and Postroom
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BidvestNoonan:Your cover letter is your chance to shine! Tell us why you want to work at BidvestNoonan specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BidvestNoonan!
How to prepare for a job interview at BidvestNoonan
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
