Customer Experience Manager

The Customer Experience Manager will support the Account Director and the FM team in ensuring the delivery of exceptional communication strategy, and the delivery of customer excellence in line with the Commercial Agreement and Service Level Agreement agreed between MITIE and GSK.

You will support the delivery of the contract vision and strategic plan and to ensure all operational processes and activities are delivered effectively consistently and with a one team approach across all of the designated service lines whilst creating an environment and culture where those users feel they receive “excellent customer service first time, every time”.

As the Customer Experience Manager, you will build key stakeholder relationship developing best in class, fit for purpose solutions and innovation for the customer with the vision to be recognised by the stakeholder as a “Trusted Advisor.” You will meet with stakeholders regularly to ensure performance and perception is managed and drive the defined customer focused culture and ensure all colleagues are living the purpose and principles. You will identify any gaps in the current service provision and feedback any opportunities for service improvement and enhancement to the Account Director.

Additional responsibilities include:

• Create, implement and drive the contract communication strategy.
• Deliver Hospitality Assured and maintain a high-performance culture throughout the team.
• Ensure regular governance reviews of the contract scope against processes and key deliverables
• Deliver standard reporting packs and presentations

To be successful in this role, you will be a strong leader with a commitment to supporting your colleagues and be passionate about exceptional customer service. You will have strong interpersonal and communication skills, both written and vocal and be flexible and proactive. In addition to the above, you will be able to work off your own initiative with minimal direction and be exceptionally organised and skilled at multi-tasking.

You will have a high attention to detail with a defined approach to customer communication and relationship development and a proven track record in influencing senior stakeholders across a diverse and complex organisation.

Additional requirements include:

• Working knowledge and competent in the use of Microsoft Office software
• Proven track record of delivering effective solutions for the customer – not just acting on what the customer wants.
• Highly developed leadership style has a good understanding of flexible motivational techniques – can provide evidence of developing self-motivated teams
• Previous experience of operating in a role that operates across multiple service lines/disciplines

To be successful in this role, you must be willing to travel across the UK.