Customer Experience Manager

at  ABN Group

THE ROLE

Reporting to the Home Collective Manager, you will lead and inspire our Concierge and Reception teams to deliver an exceptional client experience every time. This is a busy, fast-paced role that encompasses ongoing people development, leading proactive behaviours and workforce planning.
This role will see you liaising with a diverse set of internal and external stakeholders; meaning you will be constantly challenged in a role that is engaging, varied and rewarding.
Applicants who have held a leadership role in a consumer-facing organisation with a strong service orientation and culture will be well-suited to this role.

KEY DUTIES

• Lead and support a customer-centric culture driven towards exceptional service delivery to all internal and external visitors to ABN Group
• Lead and develop a team that works collaboratively with and in support of all functions of Home Collective and the ABN Group businesses
• Be a visible presence within Home Collective, leading by example in delivering high quality, personalised interactions with authentic connection
• Capacity management and rostering to meet business and operating hours requirements
• Recruitment, coaching, mentoring and training of Reception and Concierge team members
• Inspire and empower front line teams to make a positive contribution to customer satisfaction ratings (NPS)
• Develop, implement and evolve operational processes and customer experience strategies
• Complaint management and resolution