An exciting opportunity has arisen for a Customer Experience Manager to join the team at GPE.
GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage.
Reporting to the Customer Experience Senior Manager, the Customer Experience Manager is responsible for day-to-day operational management at 200 Grays Inn Road and other smaller properties in the GPE portfolio.
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.
Key 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.
- Acting as first point of contact for all customer queries.
- 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.
- 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.
- Together with the Customer Experience Senior Manager, 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 deliver a consistently high-quality service.
Compliance
- Responsibility for the Health & Safety aspects of all activities that occur in your assets including:
- Monitoring of permit to work processes and the issuance of contractor ‘permission to work’ forms and annual passports.
- 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.
Financial Management
- Responsibility for the production and issuance of the annual Service Charge budget and reconciliation and budget monitoring throughout the year.
- 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 / disability awareness 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.
All applicants should have previous experience of managing a large commercial property with a total net floor space above 50,000 Sq/Ft.
200 Grays Inn Road is a broadcast critical environment so experience of a similar critical environment would be preferential however this is not essential.
Live by our Company Values
- We achieve more together
- We are committed to excellence
- We are open and fair
- We embrace opportunity
- We value every customer