Job objectives and responsibilities

·         To take operational ownership and accountability for all front of house teams across multiple locations within the UK

·         Accountable for the financial performance of the front of house service line

Main duties

·         To implement a “customer service culture” across the Mitie front of house operations team, which enables a consistent colleague journey and visitor experience across the estate. 

·         Accountable for developing and implementing Customer Experience Standards and Processes which enables the accomplishment of an industry-leading colleague and visitor experience that's measured annually via the Mitie NPS (net promoter score) and other agreed Voice of the Customer (VOC) feedback channels.  This includes turning feedback and insight (from the NPS surveys and other feedback channels) into measurable Action Plans

·         Bring Mitie best practice to the account to help create an industry-leading experience, which also supports the brand values and culture of both client and Mitie, and also considers colleague well-being.  This includes market insights and industry trends to help develop innovative Solutions/Business Case proposals to enable an “exceptional colleague and visitor experience” as and where agreed with the client across the estate

·         Act as the SPOC (single point of contact) for the Front of House Team, including attending agreed meetings and compiling agreed reports to provide customer satisfaction measurements as well as customer views and opinions.

·         Accountable for the financial performance of the contract, identifying and implementing any revenue improvement or cost saving measures and highlighting any financial risk

·         Accountable for the consistent service delivery across the portfolio ensuring all KPIs and SLAs are met or exceeded

·         Ensuring teams' personal objectives goals are linked to business vision and strategy, facilitating and supporting development needs of the team and managing the talent pipeline across the front of house service line

Person Specification

·         An experienced and knowledgeable Customer Experience professional who will facilitate and grow client relationships, bring client and market understanding into the organisation, oversee the delivery of high-quality work and deliverables

·         Proactive, organised, and meticulous – passionate about Customer Service

·         Immaculate personal presentation

·         Excellent attention to detail

·         Proven stakeholder management capability with experience of managing relationships with Client stakeholders

·         Excellent project and time management skills

·         Ability to quickly build rapport and relationship with the client and other key stakeholders

·         Enthusiastic personality

·         Excellent written and verbal communication skills, able to respond and adapt to a range of situations and contexts