Key Personnel Management Ltd

Shopping Centre/ Customer Experience Manager

Ref: SCEM | Salary: £40,000 - £42,000 | Location: City of London,London, UK | Posted: 04/12/2017


Customer Experience Manager £40,000 - £42,000 a year Prestigious London landmark require a Customer Experience Manager. Just five minutes’ walk from Mainline station this major tourist attraction creates an amazing buzz and brings classic, current and eclectic tastes together for a great experience. The role of the Customer Experience/Shopping Centre Manager is to ensure the smooth and effective day to day running of this unique site in Central London, through focussing on: • The visitor to the site and ensuring that their visit to the site is as enjoyable as possible. • The market operators & stall holders • The local residents • The retail tenants A key part of this is the management of the site based team, who are expected to deliver consistently high standards of customer service. The Experience Manager/Shopping Centre Manager will also maintain excellent communication with the Clients’ team and specifically their Real Estate & Facilities team, and the Account Management Teams ensuring that agreed levels of service and contractual requirements are achieved. They need to be able to motivate the site based team, look for and drive a service of continuous improvement and operate a ‘can do approach’ at all times. The interpersonal skills with the business Clients, other Clients of the site, local residents and all other key stakeholders, is an absolute driver in the role. The Experience/Shopping Centre Manager will also maintain Account Management Teams ensuring that agreed levels of service and contractual requirements are achieved. They need to be able to motivate the site based team, look for and drive a service of continuous improvement and operate a ‘can do approach’ at all times. Role Requirement: The Experience/Shopping Centre Manager will be enthusiastic, passionate and committed to the site by leading a team of ambassadors that will ensure security, cleaning and customer service delivery is of the highest standard. The Experience/Shopping Centre Manager will able to work full time (Monday to Friday) as the site is in operation 7 days per week. Previous relevant industry management experience is desirable in locations with significant exposure to the public, with particular emphasis in good written/oral communication and customer service skills, together with a professional and flexible approach. The ability to lead by example and develop your team is key to this role. The Experience/Shopping Centre Manager must be able to think and act quickly in emergency situations, or while under pressure to ensure all situations are controlled professionally. This role requires The Experience/Shopping Centre Manager to meet all security screening and SIA license requirements (training for this will be provided if you do not already meet all of the criteria), as well as having a good knowledge of customer service delivery and awareness of cleaning industry practices. In addition you will be a hands on manager who will work alongside the team, not just lead from the front. Getting ‘your hands dirty’ will be integral to the role. You will be a leading part of the Incident Management Team, and will be responsible for the coordination of staff, general public and other persons in an emergency situation. Specific Duties: • Be a visible presence throughout the Market during key hours of operation. • Liaise with Market Stall Holders and Local Residents, attending any relevant meetings, and ensuring that they are aware of how to report matters of concern. • Regularly inspect the quality of service being provided and address inconsistencies. • Assume ownership for managing the site to deliver a professional service on behalf of the the business. Ensure 100% compliance with the Assignment Instructions for the site. • Provide first line response to all incidents relating to fire, security, cleaning and health & safety matters. • Ensure all security and cleaning matters for the site are addressed and meet contractual agreements. • Be actively involved in cleaning, janitorial and security needs as required. • Ensure site supplies and equipment are ordered and delivered in a timely fashion within budget. • Line manage the team of staff, dealing with all welfare, development and disciplinary matter. • Plan staffing rosters for the site at least a month in advance to ensure correct shift staffing. • Plan yearly holiday rosters so that the holiday allowance for the site has a maximum daily abstraction. • Ensure the team promote a positive image at all times to the client, colleagues and visitors to the site. • Make sure all site paperwork is correct and maintained to the required standard. • Ensure all customer queries and complaints are recorded and dealt with in a timely and effective manner and that the client is kept fully informed of any action taken. Essential criteria to meet: • Be polite, helpful and diligent, with a ‘can do’ ethos with strong negotiation and interpersonal skills • Have excellent personal presentation, demonstrating the standards that are required from others • Be calm and professional in emergency situations, taking the lead and dealing with any issues required • Have the ability to deliver the highest standard of customer service with excellent communication skills • Be able to demonstrate proven achievements and experience in a similar role • Have awareness of health and safety requirements for the specific site • A willingness to learn and take on new challenges • Be experienced in supervising staff, managing welfare, disciplinary and development issues • Have excellent IT skills to use TimeGate, Email, Word and Excel effectively • Be able to manage a combined cleaning and security contract within budgets, meeting all requirements Desirable criteria to meet: • Qualifications or training in the relevant NVQ or BICSc Cleaning Certificates • Qualifications or training in the relevant Health, Safety & Environment practices • Have an SIA Door Supervision or Close Protection Licence (training will alternatively be provided to achieve this), SIA CCTV Licence and First Aid Certificate • IPAF qualified and trained to drive a MEWP (all training to be provided if not qualified) Job Type: Full-time Salary: £40,000.00 to £42,000.00 /year

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