Experience:

• Hospitality: 3 years (required

ROLE

The role of the Customer Experience (CX) manager at Explore is a dynamic and visionary role, working with (and reporting to) the property management team, to create a vibrant community in and around the asset. You will have the unique opportunity to build an exciting destination in the heart of Richmond, with customer experience, community, amenities, and technology at its core.

CORE RESPONSIBILITIES

· Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team
· Launch & maintain property social media handles, create and maintain a social media content planner
· Manage and administer customer services portal and app (as applicable) to drive engagement and adoption by the internal community
· Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data etc.
· Obtain and evaluate CX feedback/VoC surveys from customers, guests and stakeholders, draft improvement action plans
· Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings
· Mapping property customer journeys to identify CX enhancement opportunities
· Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the estate
· Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards
· Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders
· Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required
· Deal with complaints and offer prompt resolutions, escalate where necessary
· Ensure all front of house areas are always immaculately presented
· Data processing and management of databases, ensuring accurate and timely import of information
· Responsible for overall management of the onsite gym
· Support the coordination and execution of Planned Preventative Maintenance (PPM) contracts as well as reactive works, leveraging digital platforms such as Elogbooks.
· Contribute to the financial administration of the property by supporting the drafting and monitoring of the service charge budget, assisting with invoice processing, and helping to resolve supplier queries.
· Assist in management of on-site Health & Safety (H&S) compliance by managing risk assessments, any associated actions, and supporting the implementation of regulatory requirements utilising digital platforms such as Riskwise.
· Monitor daily operational activities, escalating any H&S concerns/incident reporting in line with Colliers’ procedures and best practices.
· Operate and maintain building management systems, including CAFM platforms, access control, Building Management Systems (BMS), and CCTV infrastructure.
· Undertake additional duties as assigned by Colliers to support the effective management of the property.
Job Types: Full-time, Permanent
Pay: £35,000.00-£38,000.00 per year

Additional pay:

• Performance bonus

Benefits:

• Company pension
• Life insurance
• Private medical insurance

Schedule:

• Monday to Friday
• No weekends

Experience:

• Hospitality: 3 years (required)

Work Location: In person
Reference ID: Front of House Manage