Overview
London Business School are looking for a permanent Front of House Manager, Customer Experience to join Campus Services and Estates. This function has responsibility for the logistical operations management and service delivery to the School, 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 is a highly visible, front facing position managing and coordinating the Customer Service Managers to achieve a high level of engagement and interaction with the School community. This role is based on campus. The office hours are 9–5, with cover required as the operation runs from 7am to 7pm.
Responsibilities
* Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with relevant stakeholders and delivering a five-star customer experience across the School.
* Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
* Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
* Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforce good practice throughout the team.
* Provide duty cover to support with annual leave, sickness and major events as needed.
Qualifications
* Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
* Excellent communication skills with the ability to engage a variety of audiences.
* Significant experience of Microsoft and other office technology platforms.
* Sound working knowledge of policies, regulations and legislation in 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 service.
* Experience in effectively managing external suppliers/contractors.
* Financial management awareness and commercial acumen.
Benefits
* Generous annual leave of 27 days plus extra between Christmas and New Year.
* Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution).
* Free onsite gym and swimming pool.
* Amazing range of professional development to support your career path.
* Enhanced cycle to work scheme.
* Wellbeing offering to support your physical, mental and financial health.
* Up to 5 days paid emergency leave for staff with caring responsibilities.
Working arrangements
London Business School supports Smart Working – a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and our customers. All roles require a minimum of two days on campus each week. For this role specifically, you will be expected to be on campus full time. We operate with core hours 10:00–15:00 to maximise opportunities for connection and collaboration. Outside of these hours you may be required for meetings or collaboration based on role and customer needs. There is a Protected Time slot within the week dedicated to learning, wellbeing, or focused work.
Notes
We are committed to inclusion and belonging. We encourage suitable candidates to apply. Candidates needing sponsorship should assess eligibility for a Certificate of Sponsorship by evaluating their circumstances against the relevant criteria before applying. Screening of CVs and interviewing may start from the campaign launch and successful candidates could be offered before the advertised closing date.
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