Better places, thriving communities.
The Customer Experience Manager will support the Account Director and the FM team in ensuring the delivery of exceptional communication strategy, and the delivery of customer excellence in line with the Commercial Agreement and Service Level Agreement agreed between MITIE and GSK.
You will support the delivery of the contract vision and strategic plan and to ensure all operational processes and activities are delivered effectively consistently and with a one team approach across all of the designated service lines whilst creating an environment and culture where those users feel they receive “excellent customer service first time, every time”.
As the Customer Experience Manager, you will build key stakeholder relationship developing best in class, fit for purpose solutions and innovation for the customer with the vision to be recognised by the stakeholder as a “Trusted Advisor.” You will meet with stakeholders regularly to ensure performance and perception is managed and drive the defined customer focused culture and ensure all colleagues are living the purpose and principles. You will identify any gaps in the current service provision and feedback any opportunities for service improvement and enhancement to the Account Director.
Additional responsibilities include:
1. Create, implement and drive the contract communication strategy.
2. Deliver Hospitality Assured and maintain a high-performance culture throughout the team.
3. Ensure regular governance reviews of the contract scope against processes and key deliverables
4. Deliver standard reporting packs and presentations
To be successful in this role, you will be a strong leader with a commitment to supporting your colleagues and be passionate about exceptional customer service. You will have strong interpersonal and communication skills, both written and vocal and be flexible and proactive. In addition to the above, you will be able to work off your own initiative with minimal direction and be exceptionally organised and skilled at multi-tasking.
You will have a high attention to detail with a defined approach to customer communication and relationship development and a proven track record in influencing senior stakeholders across a diverse and complex organisation.
Additional requirements include:
5. Working knowledge and competent in the use of Microsoft Office software
6. Proven track record of delivering effective solutions for the customer – not just acting on what the customer wants.
7. Highly developed leadership style has a good understanding of flexible motivational techniques – can provide evidence of developing self-motivated teams
8. Previous experience of operating in a role that operates across multiple service lines/disciplines
To be successful in this role, you must be willing to travel across the UK.
#MISCM
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Sophie Willson at .