Front Of House Manager, Customer Experience

London Business School; Greater London; On-site; GBP 35,000 - GBP 50,000; Full time

Job summary

An esteemed business institution located in Greater London seeks a Front of House Manager, Customer Experience. This pivotal role involves overseeing a team dedicated to delivering high-quality customer service across multiple sites. Ideal candidates should have substantial experience in customer-facing roles, exceptional communication skills, and a strong grasp of stakeholder management. The position is fully on campus, offering a chance to influence the customer experience significantly. Comprehensive benefits, including generous annual leave and professional development opportunities, are provided.

Benefits

Generous annual leave

Pension package with 14.5% employer contribution

Free onsite gym and swimming pool

Professional development opportunities

Enhanced cycle to work scheme

Wellbeing offerings and emergency leave

Qualifications

• Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
• Ability to manage multiple internal and external stakeholders.
• Experience in effectively managing external suppliers/contractors.

Responsibilities

• Manage a team of Customer Experience Managers to ensure service excellence.
• Drive quality across the campus and take responsibility for standards.
• Provide duty cover during team absences.

Skills

Customer service excellence

Communication skills

Analytical skills

Stakeholder management

Financial awareness

Tools

Microsoft Office

Job description

Front Of House Manager, Customer Experience

The Role

London Business School is seeking a permanent Front of House Manager, Customer Experience to join the Estates and Campus Services department, which delivers a wide range of operational and customer-focused services across the School. These include space planning and management, catering, hotel and supplier contracts, cleaning, porterage, post services, Reception, the fitness centre and security, ensuring a seamless and high-quality campus experience.

Reporting to the Head of Customer Experience, the role is responsible for driving the consistent delivery of a five-star, world-class customer experience to a diverse range of stakeholders across multiple School sites. This is a highly visible, front-facing position, leading and coordinating a team of Customer Experience Managers to build strong relationships with the School community, proactively address service needs, and continually enhance engagement, service quality and customer satisfaction.

Please note this role will be fully based on campus. The office hours are 9-5, but you will be required to provide cover when needed as the operation works 7am-7pm.

Main Responsibilities

• Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with the relevant stakeholders, and ensure they deliver a five-star customer experience across the School.
• Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
• Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
• Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforcing good practice throughout the team.
• Provide duty cover to support with annual leave, sickness and major events as needed.

Who we are looking for

• Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment.
• Excellent communication skills with the ability to engage a variety of audiences.
• Significant experience of Microsoft and other office technology platforms.
• Sound working knowledge of policies, regulations and legislation in area of specialism.
• Excellent analytical and problem solving skills.
• Ability to manage multiple internal and external stakeholders.
• Ability to prioritise and focus on material issues.
• In depth knowledge of customer service.
• Experience in effectively managing external suppliers/contractors.
• Financial management awareness and commercial acumen.

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, supportive and dynamic working environment for our people to excel in, whatever their location.

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.

At London Business School, we support Smart Working - a hybrid approach designed to help you achieve a healthy work-life balance while delivering the best outcomes for your role and the needs of our customers. All roles require a minimum of two days on campus each week to foster a vibrant, collaborative community.

For this role specifically, you will be expected to be on campus full time.

We operate with ‘core hours’ – 10:00-15:00 – to maximise opportunities for connection and collaboration across teams during the working day. Outside of these hours, you may still be required for meetings or collaboration based on your role and customer needs. Additionally, we offer Protected Time - a flexible, one-hour slot, within the working week dedicated to your learning and development, wellbeing, or focused, quiet work

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.