Community Manager

Job Description

Responsible for and manage the Customer Experience services within reception and workplace and how it impacts all Verizon employees and visitors Proactive communicator with all key influencers within JLL and Verizon Liaising with the team and other key stakeholders. Provide written reports and quality data as required Support the operational 1FM Workplace Experience Survey NPS Own your operational space to ensure a fantastic Service Journey for customers within your location Support the look and feel of the welcome area from a housekeeping, cleaning perspective both internally and externally Be aware of all and any projects which are being undertaken within the portfolio which may have an impact on operational delivery, contract or Verizon risk. Ensuring full statutory and operational compliance is achieved in line with contract KPIs. Ensure compliance with JLL and Verizon H&S processes and procedures, including internal and external audits. Actively participate and contribute to all team and management meetings. To ensure that customers are given a prompt and efficient service and expectations are consistently exceeded. To regularly monitor customer feedback and produce an appropriate action plan based on the results. To maintain an effective business relationship with the client by understanding their needs and transferring these into the location. To ensure that you deliver what you promise to the customer, client and team. To ensure that all agreed service objectives are met in line with client expectations. To be aware of changing needs of customers and adjust the service accordingly in line with global standards To ensure that all agreed service objectives are met in line with client expectations. To provide an excellent standard of client service Support admin and financial support as and when required Any other duties required as part of the role as and when requested Person Specifications You are passionate about people, providing them with great experiences. A natural people person with exceptional Customer Service skills Has strong relationship building skills to be able to get to know, understand and respond to the needs of our staff and customers High attention to detail Flexible and proactive Ability to react quickly and decisively when faced with a problem or issue Team player, 3 years experience in working within a Front of House or Reception environment ideally gained within a corporate or hotel environment Able to work off their own initiative and with minimal direction Strong team player with a commitment to support their colleagues Exceptionally organised and skilled in multi-tasking Computer Literate good understanding and working knowledge of office software. Communication good level written, oral communications skills. An influential communicator, with the ability to deliver clear and concise messages and identify mutually agreeable solutions. Proven track record of achievement An ability to understand problems, its impact and provide resolutions in a timely manner Feel empowered to take action and resolve issues quickly and thoughtfully Excellent time management and organisational skills Ability to work under pressure and to tight deadlines