Overview
Duty Manager, Customer Experience – London Business School, Regents Park, NW1 4SA
The Role
London Business School are looking for a Duty Manager – Customer Experience to join us on a permanent basis, to help us exceed customer and client expectations. Our Estates and Campus Services department is home to the teams that provide the day-to-day logistical operations management and service delivery for the School. Joining them as Duty Manager, you’ll ensure the consistent delivery of a world class experience to a myriad of stakeholders at our leading Global Business School.
Please note, the core hours are based on a rolling rota of 4 days on, 4 days off 7am – 7pm including weekends. The school is busier during the working week, so the rota will be reviewed and agreed monthly and rota days swapped to ensure core business is supported.
Annual leave entitlement is pro-rata (19 days). Please note, this role is fully campus based.
Main Responsibilities
- Using the Operations Diary, prioritise the events and activity on campus for the day and be aware of future activity that needs to be considered for the days and week ahead.
- Deliver information sessions/ presentations to the School Community on Customer Experience activities when required.
- Meet and greet the School Community upon arrival at LBS at designated times/ occasions.
- Be highly visible on campus, actively seek feedback and verify with programme manager/ events managers that they are satisfied with the quality of space and service.
- Provide information to customers and be knowledgeable about the campus and its facilities.
- Liaise with all relevant service departments
- Ability to respond to customer questions (seek answers immediately if response unknown), maintaining clear and concise communications at all times.
Who we are looking for
- Positive experience of working within a customer-services orientated environment.
- Understanding of the levels of quality, service and experience required at a leading Global Business School.
- Ability to identify and implement interventions to ensure standards are maintained to the highest level and seek continuous improvement.
- Experience in a high profile customer-facing role.
- Strong customer service experience.
- Previous experience of checking service standards to a high level.
- Excellent communication skills, both written and oral
- Ability to engage with a diverse set of customers, contractors and stakeholders.
- Acute attention to detail.
- Ability to think strategically and make decisions quickly.
- Ability to use initiative and work independently as part of the wider Estates and Campus Services team
Why London Business School
London Business School; a global and vibrant business community based
in two of the world’s most dynamic cities, London and Dubai. It’s
where extraordinary minds and diverse perspectives connect, to have a
profound impact on the way the world does business and the way
business impacts the world. We offer best in class hybrid learning to
our students and participants, whilst creating a flexible, su…
What you can expect from us
- Generous annual leave of 27 days plus extra between Christmas and New Year
- Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution)
- Free onsite gym and swimming pool
- Amazing range of professional development to support your career path
- Enhanced cycle to work scheme
- Wellbeing offering to support your physical, mental and financial health
- Up to 5 days paid emergency leave for staff who have caring responsibilities for a family member, dependent or friend who is ill.
All enjoyed in a Smart (hybrid) Working environment so we’re looking forward to discussing how, where and when you might work best to deliver in your new role.
Our commitment to driving inclusion and belonging
We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large. We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard.
Candidates needing sponsorship should assess their eligibility for a Certificate of Sponsorship by evaluating their circumstances against the relevant criteria before applying
Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
