An exciting opportunity has arisen for a Customer Experience Manager to join the team at GPE.GPE have recently implemented a change programme, to move away from a traditional landlord operating model to a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this an opportunity to differentiate itself, build a brand and create a competitive advantage.Reporting to the Customer Experience Senior Manager, the Customer Experience Manager is responsible for day-to-day operational management at 200 Grays Inn Road and other smaller properties in the GPE portfolio.As our brand ambassador and “go-to” person onsite, you will be passionate about customer experience and will work with our Service Partners to achieve our goals - providing them with the direction and motivation to help us achieve more together. Key responsibilities:Customer ExperienceBuilding strong, positive, professional relationships with customers. Understanding their business needs and drivers, providing effective communication and ultimately delivering exceptional customer experience that regularly exceeds expectations. Acting as first point of contact for all customer queries. Demonstrating attention to detail, ensuring properties are always immaculately presented. Reacting to all minor and emergency repairs in a safe and timely mannerCreating a high quality, professional work environment. Building strong, positive relationships across all GPE departments by proactively engaging with our colleagues. Service Partner ManagementResponsible for managing the day-to-day delivery of all services, liaising with the relevant team members to ensure standards are continuously set, discussed and maintained. Working closely with service partner management teams to drive performance and innovation, unlocking barriers to success through collaborative working, helping GPE to become a client of choice.Together with the Customer Experience Senior Manager, regularly reviewing performance of service partners, providing timely feedback in addition to completing monthly KPIs with objective commentary. Managing and engaging with our service partner teams to help them deliver a consistently high-quality service.ComplianceResponsibility for the Health & Safety aspects of all activities that occur in your assets including:Monitoring of permit to work processes and the issuance of contractor ‘permission to work’ forms and annual passports.Monitoring the safe working of contractors, irrespective of whether they are working for us or for customers.Updating the electronic Health & Safety management system, ensuring all statutory documents are uploaded and in date with risk assessment actions completed within specified time frames. The completion of regular health and safety checks, Leading the Evacuation Management plan for all fire drills and associated emergency situations. Monitoring of vacant unitsAccompanying auditors during regular Health & Safety audits. Financial ManagementResponsibility for the production and issuance of the annual Service Charge budget and reconciliation and budget monitoring throughout the year.Obtaining quotations for any minor/major works that are required, Issuing work orders in accordance with our procurement policy.Approving invoices, ensuring the amount is consistent with the associated work order, within the agreed timescales.Approving customers electricity recharges for invoicing once schedules are issued by our utility management partner.Sustainability and WellnessEngaging with engineering and sustainability teams to ensure assets are operating at optimal efficiency.Identifying opportunities to reduce energy consumption and improve sustainability performance wherever possible. Ensuring any wellness criteria and objectives are understood, managed and reported on throughout the year. Working with local communities and our partners to identify opportunities to provide a platform to enterprises that align with our business objectives. Ensuring the management of assets is aligned with GPE’s broader goals (social impact / sustainability / disability awareness etc.).Key competenciesDecision Making– Makes good and accurate decisions that are valued when judged over time.Pro-active Approach – Forward thinking, always looking to develop and improve upon on processes and drive positive change.Courage and Resilience - Able to remain calm and positive under pressure. Positive influence in pressure situations. Recovers quickly from setbacks. Relationship building – Promotes a culture of together we thrive. Builds constructive and effective relationships, relating well to all kinds of stakeholders, internally and externally.Curiosity and Innovation - Willing to consider and experiment with new ways of doing things. Encourages others to put forward new ideas.Acting as a Role Model - Acts as a role model by being honest, open and fair. Takes responsibility and inspires others by setting high standards and by showing passion and commitment.Teamwork – believes in collaboration, co-operation, and trust within and across teams – balances own and team interests well.Accountability and ownership – Personally spotting issues or opportunities and taking accountability to ensure they are resolved and/or capitalised uponTenacity – Constantly and consistently pushing self and others for results – can be counted on to see things through.Priority setting – Quickly sense what will help/hinder the accomplishment of a goal. Creates focus, eliminating roadblocks, spending time on what is important.All applicants should have previous experience of managing a large commercial property with a total net floor space above 50,000 Sq/Ft. 200 Grays Inn Road is a broadcast critical environment so experience of a similar critical environment would be preferential however this is not essential.Live by our Company ValuesWe achieve more together We are committed to excellenceWe are open and fair We embrace opportunityWe value every customer