Front of House Manager

London Business School; England; On-site; GBP 35,000 - 45,000; Full time

Job summary

A renowned educational institution in the UK is seeking a Front of House Manager to oversee customer service operations. This role involves managing a team of Customer Experience Managers to ensure a five-star experience for stakeholders. The ideal candidate has extensive experience in customer service environments, excellent communication skills, and the ability to engage effectively with various audiences. This is a full-time position based on campus, necessitating a collaborative approach to service delivery.

Qualifications

• Relevant experience as a Front of House Manager or Team Leader in customer service.
• Ability to manage multiple internal and external stakeholders.
• In-depth knowledge of customer services.

Responsibilities

• Manage a team of Customer Experience Managers.
• Drive quality across the campus service.
• Enforce health and safety procedures.

Skills

Communication skills

Customer service knowledge

Analytical skills

Problem-solving skills

Stakeholder management

Financial management awareness

Tools

Microsoft Office

Job description

Join to apply for the Front of House Manager role at London Business School

London Business School is seeking a permanent Front of House Manager, Customer Experience, within Campus Services and Estates. The role will oversee logistical operations and service delivery, including 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 highly visible and front‑facing position manages and coordinates 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. Office hours are 9‑5, but cover may be required for the 7am‑7pm operation.

Main Responsibilities

• Manage a team of 4 Customer Experience Managers who build effective relationships with stakeholders and deliver a five‑star customer experience.
• Drive quality across the campus and throughout the service, taking personal responsibility for standards.
• Ensure a positive, collaborative and effective service that commands confidence and respect of users.
• Work with Customer Experience Managers to enforce health and safety procedures and good practice.
• Provide duty cover to support annual leave, sickness and major event coverage 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 to engage a variety of audiences.
• Significant experience with Microsoft and other office technology platforms.
• Sound working knowledge of policies, regulations and legislation in the 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 services.
• Experience effectively managing external suppliers/contractors.
• Financial management awareness and commercial acumen.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Education

Industries

• Higher Education