Join us and help deliver the exceptional, every day.
National Front of House Account Manager
Job Objectives And Responsibilities
* To take operational ownership and accountability for all front of house teams across multiple locations within the UK.
* Accountable for the financial performance of the front of house service line.
Main duties
* To implement a “customer service culture” across the Mitie front of house operations team, which enables a consistent colleague journey and visitor experience across the estate.
* Accountable for developing and implementing Customer Experience Standards and Processes which enables the accomplishment of an industry-leading colleague and visitor experience that's measured annually via the Mitie NPS (net promoter score) and other agreed Voice of the Customer (VOC) feedback channels. This includes turning feedback and insight (from the NPS surveys and other feedback channels) into measurable Action Plans.
* Bring Mitie best practice to the account to help create an industry-leading experience, which also supports the brand values and culture of both client and Mitie, and also considers colleague well-being. This includes market insights and industry trends to help develop innovative Solutions/Business Case proposals to enable an “exceptional colleague and visitor experience” as and where agreed with the client across the estate.
* Act as the SPOC (single point of contact) for the Front of House Team, including attending agreed meetings and compiling agreed reports to provide customer satisfaction measurements as well as customer views and opinions.
* Accountable for the financial performance of the contract, identifying and implementing any revenue improvement or cost saving measures and highlighting any financial risk.
* Accountable for the consistent service delivery across the portfolio ensuring all KPIs and SLAs are met or exceeded.
* Ensuring teams' personal objectives goals are linked to business vision and strategy, facilitating and supporting development needs of the team and managing the talent pipeline across the front of house service line.
Person Specification
* An experienced and knowledgeable Customer Experience professional who will facilitate and grow client relationships, bring client and market understanding into the organisation, oversee the delivery of high-quality work and deliverables.
* Proactive, organised, and meticulous – passionate about Customer Service.
* Immaculate personal presentation.
* Excellent attention to detail.
* Proven stakeholder management capability with experience of managing relationships with Client stakeholders.
* Excellent project and time management skills.
* Ability to quickly build rapport and relationship with the client and other key stakeholders.
* Enthusiastic personality.
* Excellent written and verbal communication skills, able to respond and adapt to a range of situations and contexts.
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 £10,000!
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 at.
Since 1987, Mitie’s 68,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
* Apply Now
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