Customer Experience Manager

Heathrow Airport; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance stakeholder relationships at a prominent location. This role involves ensuring high standards of customer service and satisfaction while managing a team dedicated to client engagement. The ideal candidate will have significant experience in stakeholder management, particularly within the housing sector, showcasing exceptional communication skills and the ability to thrive under pressure. Join a forward-thinking company committed to delivering vital infrastructure and making a lasting impact on communities.

Qualifications

• Significant experience managing engagement with clients and stakeholders.
• Proven ability to work under pressure and respond to changing situations.

Responsibilities

• Facilitate smooth project running by building relationships with clients.
• Lead and manage engagement with project stakeholders and the community.

Skills

Customer Engagement Management

Stakeholder Management

Excellent Communication Skills

Interpersonal Skills

Multi-tasking

Education

Experience in Housing Sector

Full UK Driving Licence

Job description

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About The Role

Kier Places (sits within the Construction Group) are looking for a Customer Experience Manager to join their Building Solutions team based at London Heathrow.

What will you be responsible for?

As Customer Experience Manager, you'll be working within the Building Solutions team, supporting them in building strong relationships with the company's customers and key stakeholders, ensuring residents receive a high standard of customer and care resulting in high scoring CSAT results.

Your day to day will include:

• Facilitating the smooth running of projects by building and maintaining positive relationships between client representatives and the Kier team.
• Lead, manage and engage with all project stakeholders both internal and external, including customers, community groups, Heathrow Airport Limited.
• Line management for Customer Liaison team.
• Develop and successfully deliver stakeholder and customer engagement.
• Manage stakeholder and customer mapping and prepare communications to stakeholders and respond to stakeholder enquiries.

About You

What are Kier looking for?

This role of Customer Experience Manager is great for you if you have:

• Significant experience of managing engagement with Clients, Customers and other stakeholders.
• Experience in the housing sector within either the public or private sector, delivering first class customer service.
• Proven ability to work and multi-task under pressure, respond quickly to changing situations in complex project environments, prepare responses/narrative quickly and clearly and use personal initiative.
• Experience in developing and successfully implementing stakeholder and customer engagement.
• Excellent communication skills both verbal and written. Good interpersonal and networking skills, highly articulate team player.
• Full UK Driving Licence and access to/ownership of a suitable vehicle - Mandatory.

About The Company

Kier is a leading infrastructure services, construction and property development group, every person is working to their purpose to sustainably deliver infrastructure which is vital to the UK. Their industry continues to be resilient, offers opportunity for people to belong, contribute and thrive and is also committed to leaving lasting legacies for communities.

Rewards and benefits:
Kier are proud to be able to offer their brilliant people a wide variety of benefits that you can tailor to your needs.