Job Description Create bespoke CX enhancement plans to drive positive outcomes and customer retention Create, plan and execute community, occupier & social value engagement initiatives working closely with the Beyond leadership team Launch & maintain property social media handles, create and maintain a social media content planner Manage and administer the customer services portal and app to drive engagement and adoption by the estate community Maintain and produce CX specified reports (pre and post execution data), illustrating operational statistics/data etc. Obtain and evaluate CX feedback from customers, guests and stakeholders, draft improvement action plans Identify opportunities to enhance the customer experiences by being innovative and creative Increase client, customer, guest and service partner loyalty and achieve highest satisfaction ratings Mapping property customer journeys in order to identify CX enhancement opportunities Deliver a warm hospitality-style welcome and a fond farewell to clients, customers, and guests, ensuring they receive a unique experience throughout their time at the property Establish team spirit and collaboration Lead by example and inspire wider onsite teams Basics done better – Ensure the fundamentals of customer services are followed and delivery to the highest standards Track, oversee and optimize all customer interactions to build strong relationships with all stakeholders Follow Beyond: Front of House standard operating procedures and guidelines Responding to telephone or email enquiries from internal or external clients in a professional manner, ensuring appropriate follow up on any actions as required Ensure property guest management processes are strictly followed Deal with complaints and offer prompt resolutions, escalate where necessary Proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls Ensure all front of house areas including the lounge are always immaculately presented Data processing and management of databases, ensuring accurate and timely import of information Actively participate and support all Beyond: Front of House initiatives to elevate customer experience delivery Ensure temporary team members are trained as per Beyond: Front of House standards and maintain training records Firmly abide by Beyond: Front of House dress code and personal presentation policy Log any property faults/issues with the Facilities Management team Carry out daily/weekly walk arounds to personally engage with the occupiers Practice quality assurance inspections (internal & external) Ensure you perform your duties to the highest degree of dedication and commitment