Workplace Experience Manager

Mitie; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading facilities management company seeks a dynamic Customer and Colleague Experience Manager in Manchester. This pivotal role involves managing the Customer Experience Centre to deliver exceptional service. Responsibilities include optimizing operations and enhancing satisfaction for both customers and colleagues. The successful candidate will possess excellent interpersonal skills, a customer-focused mindset, and proven experience in customer experience or facilities management. This role offers a chance to create a collaborative and inspiring workplace.

Qualifications

• Exceptional interpersonal and communication skills.
• Empathy and a customer-first mindset.
• Strong leadership and team-building capabilities.

Responsibilities

• Manage the Customer Experience Centre for seamless service delivery.
• Implement strategies to enhance customer and colleague satisfaction.
• Proactively manage colleague engagement with health and safety compliance.

Skills

Interpersonal skills

Communication skills

Leadership

Customer-focused mindset

Problem-solving

Job description

What we are looking for

A dynamic and proactive Customer and Colleague Experience Manager to lead the Customer Experience Centre at TSOC. This role is pivotal in ensuring that every interaction whether with customers or colleagues, reflects excellence, professionalism, and care. You will be responsible for optimising the centre's operations, creating an environment that fosters productivity and positivity, and managing facilities to deliver a world-class experience.

Main Duties

• Manage the Customer Experience Centre, ensuring seamless service delivery and continuous improvement.
• Manage the booking of the Customer Experience Centre, ensuring client specific requirements are achieved and focusing on optimisation.
• Implement strategies to enhance customer and colleague satisfaction and engagement.
• Create and maintain a positive, collaborative, and inspiring workplace for all TSOC colleagues. Ensure the building and facilities meet operational and wellbeing standards.
• Proactively manage the colleague engagement in TSOC facilities, ensuring compliance with health, safety, and environmental requirements. Coordinate and manage subcontractors to maintain a high-quality, efficient, and safe environment.
• Drive initiatives that align with TSOC's vision for exceptional customer and colleague experiences

Person Specification

• Exceptional interpersonal and communication skills, with the ability to build strong relationships across all levels.
• Empathy and a customer-first mindset, ensuring every interaction is positive and professional.
• Strong leadership and team-building capabilities, fostering collaboration and engagement.
• Proven experience in customer experience management and/or facilities management.
• Ability to manage multiple priorities and stakeholders effectively.Strong problem-solving skills and a proactive app