Guest Experience Specialist

Landsec; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

A leading property management firm is seeking a Customer Support Assistant in Greater London. This role involves welcoming visitors, managing guest lounge operations, and resolving service requests. Candidates should have the ability to work flexibly between 08:00 and 17:30. This position offers the opportunity to contribute to a well-maintained and welcoming environment while working independently and collaboratively with a dedicated team.

Qualifications

• Ability to work flexibly between the business hours of 08.00 and 17.30.

Responsibilities

• Providing welcome and support to staff and visitors.
• Assists in the provision of a well-maintained guest lounge.
• Investigates problems and assists with agreed remedies.
• Maintains records and advises relevant persons of actions taken.
• Maintains records and responds to service requests, escalating as needed.
• Supports knowledge management and incident resolution related to workplace space, services, facilities and safety.

Skills

Flexible hours

Job description

We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them.

This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe.

Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Places where life happens. Where businesses grow. And where cities are defined.

Purpose of Job

The primary duties of this role include:

• Providing welcome and support to Landsec staff and visitors
• Providing knowledge and guidance on how to best use the space, services and amenities available
• Providing a great customer experience
• Working hours are 09.30-17.30 Monday to Thursday (flexible to cover annual leave or other requests)

Principal accountabilities

• Assists in the provision of a welcoming and well-maintained guest lounge.
• Being part of a wider team with catering and assist with meeting room suite requirements
• Investigates problems. Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers and categorises incidents and requests
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Contributes to a knowledge management database by leveraging subject matter expertise in order to capture and classify content, taking expert advice when required.
• Assists in the investigation and resolution of issues relating to workplace space, services, facilities and amenities, security, health and safety
• Assists with specified maintenance procedures.

Work with minimal guidance, exercising independent judgement on tasks and priorities, but making appropriate decisions on when to refer for further advice and working in line with the Key Competency levels

• Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Receives specific direction, accepts guidance and has work reviewed at agreed milestones. Determines when issues should be escalated to a higher level.
• Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise others or make decisions which impact the work assigned to individuals or phases of projects. Understands and collaborates on the analysis of user/customer needs and represents this in their work.
• Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to issue definition and resolution.
• Has a sound generic, domain and specialist knowledge necessary to perform effectively in the organisation typically gained from recognised bodies of knowledge and organisational information. Demonstrates effective application of knowledge. Has an appreciation of the wider business context. Takes action to develop own knowledge.
• Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation, standards and procedures.
• Contributes fully to the work of other relevant teams. Appreciates how own role relates to other roles and to the business of the employer or client.
• Demonstrates an analytical and systematic approach to issue resolution.
• Takes the initiative in identifying and negotiating appropriate personal development opportunities.
• Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.

Knowledge, experience and qualifications

• Ability to work flexibly between the business hours of 08.00 and 17.30