Overview
Front Of House Manager, Customer Experience – London Business School,Regents Park,, NW1 4SA
The Role
London Business School are looking for a permanent Front of House Manager, Customer Experience to join Campus Services and Estates which has responsibility for the logistical operations management and service delivery to the School of: space planning and management, catering, hotel contracts, cleaning, porterage, post, Reception, fitness centre and security.
You will report to the Head of Customer Experience and be responsible for ensuring consistent delivery of a World Class experience to a myriad of stakeholders across multiple sites. This is a highly visible and front facing position managing and coordinating the Customer Service Managers to achieve a high level of engagement and interaction with the School community.
Please note this role will be fully based on campus. The office hours are 9-5, but you will be required to provide cover when needed as the operation works 7am-7pm.
Main Responsibilities
- Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with the relevant stakeholders, and ensure they deliver a five-star customer experience across the School.
- Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
- Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
- Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforcing good practice throughout the team.
- Provide duty cover to support with annual leave, sickness and major events as needed.
Who we are looking for
- Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
- Excellent communication skills with the ability to engage a variety of audiences.
- Significant experience of Microsoft and other office technology platforms.
- Sound working knowledge of policies, regulations and legislation in area of specialism.
- Excellent analytical and problem solving skills.
- Ability to manage multiple internal and external stakeholders.
- Ability to prioritise and focus on material issues.
- In depth knowledge of customer service.
- Experience in effectively managing external suppliers/contractors.
- Financial management awareness and commercial acumen.
Why London Business School
London Business School: a global and vibrant business community based
in two of the world’s most dynamic cities, London and Dubai. It’s
where extraordinary minds and diverse perspectives connect, to have a
profound impact on the way the world does business and the way
business impacts the world. We offer best in class hybrid learning to
our students and participants, whilst creating a flexible, su…
What you can expect from us
- Generous annual leave of 27 days plus extra between Christmas and New Year
- 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
- Up to 5 days paid emergency leave for staff who have caring responsibilities for a family member, dependent or friend who is ill.
All enjoyed in a Smart (hybrid) Working environment so we’re looking forward to discussing how, where and when you might work best to deliver in your new role.
Our commitment to driving inclusion and belongingÂ
We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large.  We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard.
Candidates needing sponsorship should assess their eligibility for a Certificate of Sponsorship by evaluating their circumstances against the relevant criteria before applying
Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
