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
