Customer Experience Specialist

Recruiter
Location
England, Berkshire, Reading
Salary
£22000.00 - £23000.00 per annum
Posted
22 Aug 2017
Closes
21 Sep 2017
Ref
BBBH24495
Contact
Vicky Kenrick
Specialist area
Facilities Management
Function
Administration
Contract Type
Permanent
Hours
Full Time

Customer Experience Specialist

Our client is a leading global provider of integrated facilities and corporate real estate management. They are recruiting for a specialist in customer service, based in Reading. The successful candidate will act as a site ambassador for Real Estate & Facilities (RE&F), fundamentally enhancing the client and employee experience. This role has excellent career progression into a supervisory position for the successful candidate.

Role Summary:

  • Delivery of 'best in class' Customer Service / Satisfaction
  • Act as specialist for FM services within the building
  • Direct point of contact for all key stakeholders in each business unit
  • First point of call for all end users with building concerns
  • Conduct daily audits and liaise closely with service providers (Cleaning, Catering, Reception, Switchboard, Security etc.) to report and resolve issues
  • Identify, report and follow up faults, defects, complaints, potential improvements & hidden dissatisfiers
  • Embrace and utilise technology to capture and facilitate improvements
  • Complete daily Workplace Inspections and raise relevant Service Requests
  • Proactively drive the work requests process
  • Maintain work order KPI objectives
  • Work within the requirements of the Health & Safety policy, ensuring that all non-conformances and opportunities for improvement are reported to the Facilities Management Team
  • Attend weekly meetings with Front of House
  • Input into updates for Web pages
  • Carry out any other reasonable requests related to delivering exception FM services when required

Experience Required:

  • Experience of Facilities Management or Service Delivery
  • Demonstrable background in specialist areas such as Luxury Hotel Environments, Concierge and Hospitality
  • Experience of managing contracts and operating to processes and procedures
  • Experience in using FMP or other Computerised Maintenance Management Systems
  • Understanding of highest level of customer service
  • Excellent attention to detail
  • Communication and people skills
  • Motivated, innovative and able to work alone or in team
  • Financial awareness

We look forward to receiving your application