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Customer Experience Associate

  • Location:

    City of London, London

  • Sector:

    Administrative Support

  • Job type:

    Permanent

  • Salary:

    Up to £33,500 per annum

  • Job ref:

    JN -112024-82921_1733158118

  • Published:

    02 December 2024

  • Expiry date:

    31 January 2025

  • Start date:

    asap

Customer Experience Associate

The role of the Customer Experience Associate is to create memorable experiences for clients, occupiers, visitors, and stakeholders by building lasting relationships. The customer service associate provides personalised service at every interaction and serves as an ambassador for the brand.

Core Responsibilities

  • Service Excellence: Ensure the fundamental principles of customer service are consistently met and delivered to the highest standards.

  • Warm Welcome & Farewell: Greet clients, occupiers, and visitors with warmth and professionalism, ensuring they feel valued.

  • Front of House Presentation: Maintain a pristine and welcoming environment in all front-of-house areas at all times.

  • Standard Operating Procedures: Follow company standard operating procedures and guidelines to ensure consistency.

  • Health & Safety: Adhere to health and safety protocols to ensure a safe and secure environment.

  • Professional Communication: Respond to telephone and email inquiries from clients, ensuring follow-up actions are taken as required.

  • Visitor Management: Ensure all visitor management processes are followed to maintain smooth operations.

  • Complaint Resolution: Address complaints promptly, offering solutions and escalating when necessary.

  • Data Management: Accurately process and manage databases, ensuring timely and accurate data entry.

  • Customer Experience Enhancement: Identify and suggest opportunities for improving customer experiences through innovation and creativity.

  • Support Initiatives: Contribute to initiatives that enhance the overall customer experience.

  • Training: Ensure temporary staff members are trained according to company standards and maintain training records.

  • Professional Presentation: Adhere to the dress code and personal presentation policy at all times.

  • Maintenance Reporting: Report any property faults or issues to the facilities management team for resolution.

  • Relationship Building: Establish and maintain strong professional relationships with clients, occupiers, and stakeholders.

  • Quality Assurance: Regularly conduct quality checks to ensure the property remains in excellent condition, reporting any issues as needed.

  • Guest Lounge Maintenance: Keep the lobby and guest lounge areas tidy and well-presented.

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Expertise & Professional Development

  • Strong academic background with proficiency in literacy and numeracy.

  • Intermediate knowledge of MS Outlook, Word, Excel, and PowerPoint.

  • Understands the importance of building and sharing expertise with clients, visitors, and stakeholders.

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Commercial Awareness & Value Add

  • Demonstrates an understanding of the department's objectives and how their role contributes to team success.

  • Keeps abreast of the latest trends in customer experience to continuously seek opportunities to enhance service delivery.

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Innovative Thinking & Agility

  • Recognizes the need for innovation and agility in a dynamic business environment.

  • Demonstrates a sense of urgency when required.

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Communication & Managing Expectations

  • Exhibits strong verbal and written communication skills.

  • Strives to anticipate client needs and exceed expectations.

  • Communicates effectively, offering timely resolutions and necessary information.

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Service Excellence

  • Committed to providing a seamless, high-quality service to all clients, occupiers, and visitors.

  • Continuously ensures exceptional customer experiences.

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High-Quality Work

  • Maintains high standards of accuracy and attention to detail in all tasks.

  • Demonstrates excellent organizational and time management skills.

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Productivity & Efficiency

  • Understands the importance of productivity and the need to achieve objectives efficiently.

  • Proficient in MS Outlook, Word, Excel, and PowerPoint.

  • Strong communication skills, both oral and written.

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Collaboration

  • Values the importance of teamwork and actively seeks opportunities to collaborate with colleagues.

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Qualifications & Expectations

  • Understands how their role contributes to the overall success of the customer service offering.

  • Complies with all legislative and regulatory requirements, company policies, and procedures.

  • Exhibits a proactive approach and flexibility in responding to changing expectations.

  • Works well individually and as part of a team, adapting positively to changes in duties and responsibilities as directed by the manager or client.

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Personal Development

  • Aware of personal areas for development and open to learning from experiences.

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Professional Conduct & Integrity

  • Understands the expectations for professional behavior and conducts themselves accordingly.

  • Fully aligned with the organization's values, vision, and mission.

  • Embraces the principles of diversity and inclusion in all aspects of their work.