At a Glance
- Tasks: Lead a vibrant front of house team to create exceptional customer experiences.
- Company: Join a dynamic company focused on community and hospitality excellence.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Opportunity for career growth in a supportive and innovative setting.
- Why this job: Make a real impact by shaping memorable experiences for customers and the community.
- Qualifications: Strong leadership skills and a passion for customer service.
The predicted salary is between 29700 - 36300 £ per year.
The Role The role of the Customer Experience Manager for the portfolio is a dynamic and visionary role leading a front of house team.
The Manager will work closely with the FOH team, to create a vibrant, dynamic, and innovative and thriving community experience.
The FOH Manager will be responsible for shaping and delivering an exceptional end-to-end customer journey, embedding a five-star hospitality ethos that consistently exceeds expectations and creates a lasting 'wow' experience.
This role is integral to be on our journey seeking to identify and bring about continuous change & improvement.
Key
Responsibilities: Customer Experience Overall responsibility for the delivery of Customer Experience and Community services, ensuring a hospitality inspired approach that delivers exceptional customer satisfaction and engagement.
Lead by example to foster a positive and collaborative work environment to ensure a unified team approach.
Conduct a detailed process analysis with a view to enhance customer service.
Work closely with the Senior Management team and implement agreed customer experience strategies and community initiatives.
Directly manage the FOH team, including responsibility for attendance management, absence monitoring, and ensuring timely and effective return-to-work processes are conducted in line with company policies.
Ensure all sites have a fully operational team on a daily basis.
Basics done better - ensure the fundamentals of customer services, as outlined are followed closely and delivered to the highest standards and leading by example.
Deliver a warm hospitality-style welcome and a fond farewell to clients, occupiers, visitors (internal & external), ensuring they receive a unique experience throughout their time at the buildings.
Offer a personalised service to all stakeholders.
Engage in a meaningful way and build strong, long-lasting relationships.
Gather, analyse, and evaluate feedback from occupiers, visitors, and stakeholders, developing and implementing improvement action plans in partnership with the relevant Building/Facilities Manager to enhance service quality, customer satisfaction, and the overall community experience.
Ensure buildings are always immaculately presented, and the ambience is maintained as specified.
Map customer journeys in order to identify enhancement opportunities - implement lobby hosting as required.
Conduct training sessions to enhance team member's hospitality and customer interaction skills, liaising with Talent and Development where appropriate.
Conduct documented monthly 121s with the FOH team.
Community Support the Front of House team in creating an exceptional occupier and community experience, ensuring that service partners contribute positively to the overall customer journey.
Work closely with the Front of House team and service partners to ensure a consistent, collaborative and customer focused approach across all buildings.
Develop strong working relationships with service partners, helping them understand the importance of customer experience and their role within the wider Property Team.
Skills You demonstrate and role model the key behaviours of service excellence.
You continually go above and beyond the expectation of your team and stakeholders.
You pre-empt the work required ensuring you are always delivering high levels of service.
You continuously look to improve the quality of your work and ensure quality control.
You demonstrate excellent organizational and time management skills.
Productivity & Efficiency.
Possess excellent oral and written communication skills.
You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
You will create a positive and collaborative working environment
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Front of House/Customer Experience Manager in Slough employer: Cobalt Recruitment
Join a dynamic real estate development and investment management firm in London, where your expertise in equity capital raising will be highly valued. With a lucrative salary and performance-based bonuses, you'll thrive in a high-growth environment that fosters collaboration and innovation among ambitious investors. Our supportive work culture prioritises employee growth, offering unique opportunities to expand your professional network and enhance your skills in a vibrant city known for its financial prowess.
StudySmarter Expert Advice🤫
We think this is how you could land Front of House/Customer Experience Manager in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cobalt Recruitment. 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 Cobalt Recruitment 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 Front of House/Customer Experience Manager in Slough
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 Cobalt Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Cobalt Recruitment 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 Cobalt Recruitment!
How to prepare for a job interview at Cobalt Recruitment
✨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.
