Job Description Customer Engagement & Experience Ensure first-class service is consistently delivered across all customer touchpoints. Lead by example, inspiring and motivating the onsite teams to uphold high service standards. Deliver a warm welcome and a professional farewell to clients, customers, and guests. Develop and implement bespoke CX enhancement strategies to boost customer satisfaction and retention. Proactively address customer queries, resolve complaints effectively, and escalate issues when necessary. Organize community, occupier, and social value engagement initiatives, fostering a vibrant and inclusive environment. Ensure social media platforms for 19 Cornwall Street are actively maintained, including creating and managing a content calendar. Building Operations & Service Excellence Oversee the day-to-day management of 19 Cornwall Street, ensuring seamless front-of-house operations. Conduct daily lobby hosting to maintain a welcoming and professional environment. Maintain immaculate presentation of all front-of-house areas. Liaise with service partners, manage contracts, and ensure compliance with service specifications. Monitor property CCTV for safety and security, and act as fire manager in emergencies. Assist with contractor management, occupier liaison, and organize necessary access arrangements. Collaborate with the Facilities Management team to log and resolve property issues efficiently. Ensure all health, safety, and compliance standards are met, including maintaining S2 Riskwise records. Data, Analytics & Reporting Track, oversee, and optimize customer interactions by gathering and analyzing feedback. Maintain and produce key reports such as: Customer experience initiatives plan (pre- and post-execution data). Occupancy insights and trends to support strategic decision-making. Holiday planner and staffing reports to ensure consistent service levels. Utilize CAFM reporting systems such as Meridien and RiskWise to track building management metrics. Conduct customer journey mapping to identify CX enhancement opportunities. Support the Facilities Management team with invoice processing and expenditure monitoring.