Purpose of the Role
The Head of Standards & Experience will lead on setting, implementing, and maintaining exceptional standards across all customer-facing operations within the Lendlease portfolio. This role will drive the strategic vision for customer experience, oversee soft services innovation, and ensure consistent delivery of service excellence. It will also manage the Concierge services, Help Desk, complaints resolution, and contribute to estate-wide strategies and innovations.
This role will champion the customer journey across all estate touchpoints, ensuring every interaction, from initial contact to ongoing engagement, reflects the vision and values of the Lendlease portfolio.
Key Responsibilities
Standards & Customer Experience
* Define and implement service standards across all sites, ensuring alignment with brand vision and client expectations.
* Lead initiatives to enhance resident and visitor experience, including concierge, retail, and communal spaces.
* Monitor and audit service delivery, ensuring consistency and excellence.
Strategic Leadership
* Assist in shaping estate strategies, focusing on customer service and operational excellence.
* Collaborate with senior leadership on long-term planning for soft services and site experience.
* Drive innovation in service delivery, leveraging technology and best practices.
Customer Journey & Touchpoints
* Map and monitor all customer touchpoints across residential, retail, and communal spaces.
* Identify pain points and implement strategies to enhance the end-to-end experience.
* Collaborate with SMR and front of house teams to ensure seamless service delivery at every stage of the resident and visitor journey.
* Use feedback and data to continuously improve processes and elevate satisfaction levels.
* Ensure the customer journey remains seamless during out-of-hours periods by implementing clear communication channels and contingency plans for urgent issues.
Soft Services Oversight
* Oversee contracts for cleaning, landscaping, security, and other soft services across the estate.
Help Desk & Complaints Management
* Lead the operation of the Help Desk, ensuring timely and effective resolution of resident and client queries.
* Develop and implement a robust complaints handling process, focusing on root cause analysis and continuous improvement.
* Oversee the integration of out-of-hours support into the Help Desk system, ensuring accurate logging, tracking, and resolution of issues reported during evenings, weekends, and holidays.
Team Leadership & Delivery of Front of House Services
* Manage and develop duty managers and site teams, fostering a culture of accountability and excellence.
* Provide training and development opportunities to ensure high standards are maintained.
* Act as the key liaison with the internal SMR team responsible for third-party concierge delivery.
* Ensure front of house teams across all sites receive relevant training and development aligned with the Lendlease portfolio vision.
* Drive engagement and buy-in from SMR and concierge teams to uphold service standards and customer experience goals.
* Monitor performance and compliance of concierge services, providing feedback and implementing improvement plans.
Retail Engagement
* Serve as a primary point of contact for retail tenants and the retail freeholder (Evolve) from a customer relations perspective.
* Collaborate with retailers to enhance customer experience and resolve issues promptly.
* Work closely with the client and stakeholders to maintain strong relationships and deliver exceptional service across retail spaces.
* Engage with the retail to bring them into the community, aiming to drive brand deals and interactions with retailers for the benefit of residents and to drive footfall for retailers.
Reporting & Continuous Improvement
* Produce regular reports on service performance, complaints trends, and improvement initiatives.
* Benchmark against industry standards and implement best practices.
* Drive internal delivery audits, such as RISE, ensuring that standards continuously improve across the portfolio.
* Continual growth and rollout of strategies on the LCE and Lendlease portfolio.
Skills, Knowledge and Experience
* Experience: Minimum of 5 years of experience in customer service / hospitality roles.
* Proven experience in managing front of house and other cleaning, landscaping, and security, or any comparable contracts.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities.
* Experience in residential and mixed-use developments.
* Strong analytical and problem-solving skills.
Working Hours: 37.5 Hours Per Week
Salary: £65,000
Benefits Booklet: Please see our Benefits Booklet for more information.
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