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Customer Experience Specialist

Job Title: Customer Experience Specialist
Contract Type: Permanent
Location: Reading, Berkshire
Industry:
Salary: £22000.00 - £23000.00 per annum
REF: BBBH24495
Contact Name: Vicky Kenrick
Contact Email: vkenrick@allen-york.com
Job Published: about 1 month ago

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