Front of House/Customer Experience Manager

Cobalt Consulting (UK) Ltd; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Cobalt Consulting (UK) Ltd is seeking a Customer Experience Manager to lead the Front of House team and shape an outstanding end-to-end customer journey across our buildings. You will embed a five-star hospitality ethos, deliver a warm welcome and memorable farewell, train staff, analyse feedback, and implement continuous service improvements.

This hands-on leadership role requires strong communication, collaboration with the Building/Facilities team, and a commitment to creating a vibrant

Qualifications

• Experience leading customer-facing teams in hospitality or similar sectors.
• Strong focus on delivering an exceptional customer journey.
• Ability to analyse feedback and drive service improvements.

Responsibilities

• Lead the Front of House team to deliver a five-star hospitality experience across buildings.
• Directly manage attendance, onboarding, and return-to-work processes for FOH staff.
• Develop and implement customer experience strategies and community initiatives.
• Map customer journeys and identify opportunities to enhance service quality.
• Conduct regular training to enhance hospitality and customer interaction skills.

Skills

Front of House leadership

Hospitality excellence

Team training

Communication skills

Organizational skills

Feedback analysis

Job description

The Role

The role of the Customer Experience Manager for the portfolio is a dynamic and visionary role leading a front of house team. The Manager will work closely with the FOH team, to create a vibrant, dynamic, and innovative and thriving community experience. The FOH Manager will be responsible for shaping and delivering an exceptional end-to-end customer journey, embedding a five-star hospitality ethos that consistently exceeds expectations and creates a lasting 'wow' experience. This role is integral to be on our journey seeking to identify and bring about continuous change & improvement.

Key Responsibilities:

Customer Experience

• Overall responsibility for the delivery of Customer Experience and Community services, ensuring a hospitality inspired approach that delivers exceptional customer satisfaction and engagement.
• Lead by example to foster a positive and collaborative work environment to ensure a unified team approach.
• Conduct a detailed process analysis with a view to enhance customer service.
• Work closely with the Senior Management team and implement agreed customer experience strategies and community initiatives.
• Directly manage the FOH team, including responsibility for attendance management, absence monitoring, and ensuring timely and effective return-to-work processes are conducted in line with company policies.
• Ensure all sites have a fully operational team on a daily basis.
• Basics done better - ensure the fundamentals of customer services, as outlined are followed closely and delivered to the highest standards and leading by example. Deliver a warm hospitality-style welcome and a fond farewell to clients, occupiers, visitors (internal & external), ensuring they receive a unique experience throughout their time at the buildings.
• Offer a personalised service to all stakeholders.
• Engage in a meaningful way and build strong, long-lasting relationships.
• Gather, analyse, and evaluate feedback from occupiers, visitors, and stakeholders, developing and implementing improvement action plans in partnership with the relevant Building/Facilities Manager to enhance service quality, customer satisfaction, and the overall community experience.
• Ensure buildings are always immaculately presented, and the ambience is maintained as specified.
• Map customer journeys in order to identify enhancement opportunities - implement lobby hosting as required.
• Conduct training sessions to enhance team member's hospitality and customer interaction skills, liaising with Talent and Development where appropriate.
• Conduct documented monthly 121s with the FOH team.

Community

• Support the Front of House team in creating an exceptional occupier and community experience, ensuring that service partners contribute positively to the overall customer journey.
• Work closely with the Front of House team and service partners to ensure a consistent, collaborative and customer focused approach across all buildings.
• Develop strong working relationships with service partners, helping them understand the importance of customer experience and their role within the wider Property Team.

Skills

• You demonstrate and role model the key behaviours of service excellence.
• You continually go above and beyond the expectation of your team and stakeholders.
• You pre-empt the work required ensuring you are always delivering high levels of service.
• You continuously look to improve the quality of your work and ensure quality control.
• You demonstrate excellent organizational and time management skills. Productivity & Efficiency.
• Possess excellent oral and written communication skills.
• You have strong trusting relationships and promote a culture of information sharing and cross working relationships.
• You will create a positive and collaborative working environment