Duty Manager

at  London Business School

The Role
London Business School are looking for a Duty Manager – Customer Experience to join us on a permanent basis, to help us exceed customer and client expectations. Our Estates and Campus Services department is home to the teams that provide the day-to-day logistical operations management and service delivery for the School. Joining them as Duty Manager, you’ll ensure the consistent delivery of a world class experience to a myriad of stakeholders at our leading Global Business School.

Who we are looking for

• Positive experience of working within a customer-services orientated environment.
• Understanding of the levels of quality, service and experience required at a leading Global Business School.
• Ability to identify and implement interventions to ensure standards are maintained to the highest level and seek continuous improvement.
• Experience in a high profile customer-facing role.
• Strong customer service experience.
• Previous experience of checking service standards to a high level.
• Excellent communication skills, both written and oral
• Ability to engage with a diverse set of customers, contractors and stakeholders.
• Acute attention to detail.
• Ability to think strategically and make decisions quickly.
• Ability to use initiative and work independently as part of the wider Estates and Campus Services tea

ANNUAL LEAVE ENTITLEMENT IS PRO-RATA (19 DAYS). PLEASE NOTE, THIS ROLE IS FULLY CAMPUS BASED.

Main Responsibilities

• Using the Operations Diary, prioritise the events and activity on campus for the day and be aware of future activity that needs to be considered for the days and week ahead.
• Deliver information sessions/ presentations to the School Community on Customer Experience activities when required.
• Meet and greet the School Community upon arrival at LBS at designated times/ occasions.
• Be highly visible on campus, actively seek feedback and verify with programme manager/ events managers that they are satisfied with the quality of space and service.
• Provide information to customers and be knowledgeable about the campus and its facilities.
• Liaise with all relevant service departments
• Ability to respond to customer questions (seek answers immediately if response unknown), maintaining clear and concise communications at all times.

Who we are looking for

• Positive experience of working within a customer-services orientated environment.
• Understanding of the levels of quality, service and experience required at a leading Global Business School.
• Ability to identify and implement interventions to ensure standards are maintained to the highest level and seek continuous improvement.
• Experience in a high profile customer-facing role.
• Strong customer service experience.
• Previous experience of checking service standards to a high level.
• Excellent communication skills, both written and oral
• Ability to engage with a diverse set of customers, contractors and stakeholders.
• Acute attention to detail.
• Ability to think strategically and make decisions quickly.
• Ability to use initiative and work independently as part of the wider Estates and Campus Services team

What you can expect from us

• Generous annual leave of 27 days plus extra between Christmas and New Year (pro-rata -19 days)
• Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution)
• Free onsite gym and swimming pool
• Amazing range of professional development to support your career path
• Enhanced cycle to work scheme
• Wellbeing offering to support your physical, mental and financial health