Customer Experience Senior Manager

Job Description

An exciting opportunity has arisen for a Customer Experience Senior Manager to join the team at GPE, managing our Hanover development.

An exciting opportunity has arisen for a Customer Experience Senior Manager to join the team at GPE, managing our Hanover development.

Hanover is a mixed-use development consisting of premium offices, New Bond Street retail, high end F&B and exclusive LLH apartments. The Estate has two offices buildings, a grade two listed office building, Retail on New Bond Street and within the Medici Courtyard, high-end food and beverage operators and an apartment building with six high-end LLH apartments.

Sitting between the newly revitalised Hanover Square and the world-renowned New Bond Street is Hanover, the street’s largest single development. Hanover embodies the rich heritage of the locale and the contemporary vision for its future and is surrounded by the best of the city’s business, leisure and tourism.

Hanover enjoys a high footfall with over 1,150 employees onsite in its fully let buildings, and many more from nearby offices passing through the newly opened Elizabeth line entrance on the Hanover Square development daily.

At GPE, delivering exceptional experiences, spaces and service is at the heart of everything we do. As our brand ambassador and “go-to” person onsite, you will be passionate about customer experience and will work with our Service Partners to achieve our goals, providing them with the direction and motivation to help us achieve more together.

Job Requirements

Reporting to the General Manager, the Customer Experience Senior Manager is responsible for day-to-day operational management at Hanover, whilst managing the onsite management team consisting of a Customer Experience manager and an Assistant Customer Experience manager. You will support customers at every stage of their journey with us. Taking the time to get to know them and understand their business.

Job Responsibilities

Customer Experience

• Building strong, positive, professional relationships with customers. Understanding their business needs and drivers, providing effective communication and ultimately delivering exceptional customer experience that regularly exceeds expectations.
• Demonstrating attention to detail, ensuring properties are always immaculately presented.
• Reacting to all minor and emergency repairs in a safe and timely manner.
• Creating a high quality, professional work environment.
• Acting as senior point of contact for customer queries.
• Building strong, positive relationships across all GPE departments by proactively engaging with our colleagues.

Service Partner Management

• Responsible for managing the day-to-day delivery of all services, liaising with the relevant team members to ensure standards are continuously set, discussed and maintained.
• Working closely with service partner management teams to drive performance and innovation, unlocking barriers to success through collaborative working, helping GPE to become a client of choice.
• Regularly reviewing performance of service partners, providing timely feedback in addition to completing monthly KPIs with objective commentary.
• Managing and engaging with our service partner teams to help them build strong relationships with customers and deliver a consistently high-quality service.

Compliance

• Responsible for the management of Health & Safety aspects of all activities that occur in your building including:
• Monitoring of permit to work processes
• Monitoring the safe working of contractors, irrespective of whether they are working for us or for customers.
• Updating the electronic Health & Safety management system, ensuring all statutory documents are uploaded and in date with risk assessment actions completed within specified time frames.
• The completion of regular health and safety checks,
• Leading the Evacuation Management plan for all fire drills and associated emergency situations.
• Monitoring of vacant units.
• Accompanying auditors during regular Health & Safety audits.
• Ensuring compliance to the Building Safety Act within the residential block

Financial Management

• Production and issuance of the annual Service Charge budget and reconciliation.
• Comms to customers on budget related matters and forecasts.
• Obtaining quotations for any minor/major works that are required, issuing work orders in accordance with our procurement policy.
• Approving invoices, ensuring the amount is consistent with the associated work order, within the agreed timescales.
• Approving customers electricity recharges for invoicing once schedules are issued by our utility management partner.

Sustainability and Wellness

• Engaging with engineering and sustainability teams to ensure assets are operating at optimal efficiency.
• Identifying opportunities to reduce energy consumption and improve sustainability performance wherever possible.
• Ensuring any wellness criteria and objectives are understood, managed and reported on throughout the year.
• Working with local communities and our partners to identify opportunities to provide a platform to enterprises that align with our business objectives.
• Ensuring the management of assets is aligned with GPE’s broader goals (social impact / sustainability / inclusivity etc.).

Key competencies

• Decision Making– Makes good and accurate decisions that are valued when judged over time.
• Pro-active Approach – Forward thinking, always looking to develop and improve upon on processes and drive positive change.
• Courage and Resilience - Able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers quickly from setbacks.
• Relationship building – Promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kinds of stakeholders, internally and externally.
• Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward new ideas.
• Acting as a Role Model - Acts as a role model by being honest, open and fair. Takes responsibility and inspires others by setting high standards and by showing passion and commitment.
• Teamwork – believes in collaboration, co-operation, and trust within and across teams – balances own and team interests well.
• Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised upon
• Tenacity – Constantly and consistently pushing self and others for results – can be counted on to see things through.
• Priority setting – Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.

Job Benefits

• Hybrid Working (4 days in office)
• Competitive Remuneration
• Share Incentive Plan
• Supportive Annual Leave Policies
• Attractive Pension Schemes
• Enhanced Parental Leave and Pay
• Private Medical Insurance
• Private Dental Insurance
• And many others

At GPE, we are committed to diversity and inclusion. We believe that diversity gives us strength. Collecting diversity data allows us to measure the effectiveness of our efforts and ensure our hiring procedures are fair and equitable for all. Providing this information is voluntary and remains confidential. This data is anonymised and only used to assess the diversity of our applicant pool. It will not influence hiring decisions in any way.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled candidates who meet the minimum criteria for this position will be offered an interview. Moreover, we will ensure that reasonable adjustments are made for applicants during the recruiting process. We encourage candidates to confirm any requirements that we can reasonably fulfil to make the application process a positive experience for all candidates.

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