Full job descriptionFront of House Experience Team Member
Central London
The Role
A global professional services and commercial real estate company are looking for a Customer Experience Team Member, to join their team. You will play a key role in creating memorable, high-quality experiences for clients, occupiers, visitors, and stakeholders.
You will be the face of Beyond: Front of House, delivering a warm, professional, and personalised service at every interaction. By building strong and lasting relationships, you will help create a welcoming environment where every individual feels valued, supported, and impressed.
Key Responsibilities:
*Basics done better - Ensure the fundamentals of customer services are followed and delivery to the highest standards
*Deliver a warm welcome and a fond farewell to clients, occupiers, visitors
*Ensure front of house areas are always immaculately presented
*Follow Beyond: Front of House standard operating procedures and guidelines
*Actively participate and execute all Beyond: Front of House initiatives to enhance CX delivery
*Responding to telephone or email enquiries from internal or external clients in a professional and ensuring appropriate follow up on any actions as required
*Ensure property visitor management processes are strictly followed
*Deal with complaints and offer prompt resolutions, escalate where necessary
*Data processing and management of databases, ensuring accurate and timely import of information
*Identify opportunities to enhance the customer experiences by being innovative and creative
* Support the businesses initiatives to elevate customer experiences (occupier & community engagement, social media and social value)
*Log any property faults/issues with the helpdesk and inform the Facilities Management team
*Build professional relationships with clients, occupiers, guests, and stakeholders
*Carry out Quality Assurance Checks/walk arounds (inside and outside the building) to ensure the property always presents itself in pristine condition, and report any faults/items for repair to the BM
*Proactively offer concierge services such as dry-cleaning pick up & drop off, restaurant reservation, transport arrangements etc.
*Ensure the lobby guest lounge is tidy and well presented at all times
You will have:
*You understand the importance of building and sharing expertise with clients, occupiers, visitors and stakeholders
*Strong academic background with good Literacy and Numeracy skills
*Intermediate knowledge of MS Outlook, Word, Excel, and PowerPoint
This is an exciting opportunity for someone who is passionate about people, takes pride in exceptional service, and enjoys being an ambassador for a premium front-of-house brand.