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- Tasks: Lead a team to deliver a five-star customer experience across campus services.
- Company: Join the prestigious London Business School and be part of a vibrant community.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Why this job: Make a real impact on student and staff experiences in a dynamic environment.
- Qualifications: Experience in customer service management and excellent communication skills required.
- Other info: Work hours are 9-5, with flexibility needed for events and coverage.
The predicted salary is between 36000 - 60000 £ per year.
London Business School is seeking a permanent Front of House Manager, Customer Experience, within Campus Services and Estates. The role will oversee logistical operations and service delivery, including space planning and management, catering, hotel contracts, cleaning, porterage, post, reception, fitness centre and security.
You will report to the Head of Customer Experience and be responsible for ensuring consistent delivery of a world‑class experience to a myriad of stakeholders across multiple sites. This highly visible and front‑facing position manages and coordinates the Customer Service Managers to achieve a high level of engagement and interaction with the School community.
Please note this role will be fully based on campus. Office hours are 9‑5, but cover may be required for the 7am‑7pm operation.
Main Responsibilities- Manage a team of 4 Customer Experience Managers who build effective relationships with stakeholders and deliver a five‑star customer experience.
- Drive quality across the campus and throughout the service, taking personal responsibility for standards.
- Ensure a positive, collaborative and effective service that commands confidence and respect of users.
- Work with Customer Experience Managers to enforce health and safety procedures and good practice.
- Provide duty cover to support annual leave, sickness and major event coverage as needed.
- Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
- Excellent communication skills to engage a variety of audiences.
- Significant experience with Microsoft and other office technology platforms.
- Sound working knowledge of policies, regulations and legislation in the 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 services.
- Experience effectively managing external suppliers/contractors.
- Financial management awareness and commercial acumen.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Education
Industries: Higher Education
Front of House Manager in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at London Business School on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and team management. We recommend role-playing with a friend to get comfortable and confident in your responses.
✨Tip Number 3
Showcase your experience! Bring examples of how you've delivered exceptional customer service or managed teams effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance!
We think you need these skills to ace Front of House Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Front of House Manager role. Highlight your relevant experience in customer service and team management, and don’t forget to showcase your communication skills!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the role. Mention specific experiences that align with the responsibilities listed in the job description.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled challenges in previous roles. This will demonstrate your analytical skills and ability to manage multiple stakeholders effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team!
How to prepare for a job interview at London Business School
✨Know Your Customer Experience
Make sure you understand what a five-star customer experience looks like. Research London Business School's values and how they prioritise service delivery. Be ready to discuss specific examples from your past roles where you’ve successfully managed customer interactions.
✨Showcase Your Leadership Skills
As a Front of House Manager, you'll be leading a team. Prepare to share your leadership style and experiences. Think about times when you've motivated a team or resolved conflicts, and be ready to explain how you can inspire the Customer Experience Managers at the school.
✨Demonstrate Problem-Solving Abilities
This role requires strong analytical skills. Come prepared with examples of challenges you've faced in previous positions and how you tackled them. Highlight your ability to think on your feet and make decisions that enhance service quality.
✨Familiarise Yourself with Health and Safety Protocols
Since you'll be overseeing health and safety procedures, brush up on relevant regulations and best practices. Be ready to discuss how you’ve implemented these in past roles and how you plan to ensure compliance at London Business School.
