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- Tasks: Lead a team to deliver exceptional customer service across multiple campus sites.
- Company: Join the prestigious London Business School and enhance the student experience.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Be the face of customer service and make a real impact on the school community.
- Qualifications: Experience in customer service management and excellent communication skills required.
- Other info: Dynamic work environment with a focus on teamwork and engagement.
The predicted salary is between 36000 - 60000 £ per year.
Overview
London Business School is seeking a permanent Front of House Manager, Customer Experience to join the Estates and Campus Services department, which delivers a wide range of operational and customer-focused services across the School. These include space planning and management, catering, hotel and supplier contracts, cleaning, porterage, post services, Reception, the fitness centre and security, ensuring a seamless and high-quality campus experience.
Reporting to the Head of Customer Experience, the role is responsible for driving the consistent delivery of a five-star, world-class customer experience to a diverse range of stakeholders across multiple School sites. This is a highly visible, front-facing position, leading and coordinating a team of Customer Experience Managers to build strong relationships with the School community, proactively address service needs, and continually enhance engagement, service quality and customer satisfaction.
On-campus role and hours
Please note this role will be fully based on campus. The office hours are 9-5, but you will be required to provide cover when needed as the operation works 7am-7pm.
Main Responsibilities
- Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with the relevant stakeholders, and ensure they deliver a five-star customer experience across the School
- Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
- Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
- Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforcing good practice throughout the team
- Provide duty cover to support with annual leave, sickness and major events as needed
Who we are looking for
- Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment
- Excellent communication skills with the ability to engage a variety of audiences.
- Significant experience of Microsoft and other office technology platforms
- Sound working knowledge of policies, regulations and legislation in area of specialism.
- Excellent analytical and problem solving skills.
- Ability to manage multiple internal and external stakeholders.
- Ability to prioritise and focus on material issues
- In depth knowledge of customer service
- Experience in effectively managing external suppliers/contractors.
- Financial management awareness and commercial acumen.
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Front of House Manager employer: london-business-school
Contact Detail:
london-business-school Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Front of House Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage with professionals on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Front of House Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer service management. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your experience! When you get the chance to meet potential employers, highlight your relevant skills and past achievements in customer service. We want to see how you’ve made a difference in previous roles, so be ready to share specific examples.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to make it personal and memorable.
We think you need these skills to ace Front of House Manager
Some tips for your application 🫡
Show Off Your Experience: Make sure to highlight your relevant experience as a Front of House Manager or Team Leader. We want to see how you've thrived in busy customer service environments, so don’t hold back on those examples!
Communicate Clearly: Your communication skills are key! Use clear and engaging language in your application to demonstrate your ability to connect with various audiences. Remember, we’re looking for someone who can engage effectively with our School community.
Be Tech-Savvy: Mention your experience with Microsoft and other office technology platforms. We value candidates who are comfortable with tech, so let us know how you’ve used these tools to enhance customer service or manage operations.
Prioritise and Problem Solve: Show us your analytical and problem-solving skills! Include examples of how you've managed multiple stakeholders and prioritised tasks in previous roles. This will help us see how you can handle the dynamic environment at London Business School.
How to prepare for a job interview at london-business-school
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service knowledge. Be ready to discuss your previous experiences and how they relate to the role of Front of House Manager. Think about specific examples where you’ve gone above and beyond to ensure a world-class experience for customers.
✨Showcase Your Communication Skills
Since this role involves engaging with a variety of audiences, practice articulating your thoughts clearly and confidently. Prepare to demonstrate how you've effectively communicated with different stakeholders in past roles, whether it’s through managing teams or liaising with external suppliers.
✨Familiarise Yourself with Relevant Policies
Get to grips with the policies, regulations, and legislation relevant to the role. This will not only show that you’re knowledgeable but also that you take the responsibilities seriously. Be prepared to discuss how you’ve navigated these in your previous positions.
✨Demonstrate Your Problem-Solving Skills
Think of scenarios where you faced challenges in a busy customer service environment and how you resolved them. Highlight your analytical skills and ability to prioritise issues effectively. This will show that you can handle the fast-paced nature of the job.
