Customer Operations Manager

Advert close date: Monday 15th July 2024

The Crown Estate is a unique business with a diverse portfolio that includes some of the UK’s most iconic destinations. Our purpose is to create brilliant places through conscious commercialism. We are committed to providing exceptional customer experiences and driving sustainable and innovative property management solutions.

As the Customer Operations Manager within the London Property Management Team you will be pivotal in ensuring the consistent delivery of The Crown Estate's customer promises. You will collaborate with key stakeholders to drive customer centricity and innovation, build trusting relationships with office customers, and swiftly resolve service issues to enhance customer satisfaction.

Key Responsibilities:

Customer Engagement:

• Engagement: Conduct regular building meetings, attend welcome meetings for new office customers, and facilitate connections to foster collaboration and community.
• Satisfaction: Implement and drive customer satisfaction surveys, aiming for a minimum satisfaction rate of 75%. Manage and resolve areas of dissatisfaction, monitor service levels, and ensure prompt resolution of customer queries.
• Building Issues: Influence change to meet customer needs, oversee issue resolution with building teams, and maintain communication with customers.
• Complaints: Act as the custodian of the complaints process, ensuring appropriate actions and escalations are managed effectively.

Projects:

• Identify improvement areas within the portfolio and coordinate projects to bring positive change.
• Ensure projects are completed efficiently and in consultation with relevant service partners.

Partnership:

• Support the team in improving customer satisfaction, engagement, and perception.
• Promote sustainability and net-zero carbon initiatives.
• Build key relationships within The Crown Estate teams to facilitate cross-collaboration.

CRM, Reporting, Collateral:

• Ensure accuracy of customer contact data and log customer meetings and feedback.
• Document satisfaction survey responses and provide monthly reports.
• Update supporting collateral and assist with website content related to customer engagement.

Public Realm:

• Collaborate with stakeholders to improve the public realm and communicate relevant issues to office customers.
• Co-chair West End Partnership meetings to address and resolve public realm concerns.
• Promote wellbeing programs and engage customers through effective communication.

Metrics:

• Deliver the customer engagement plan.
• Resolve complaints and issues within SLA’s.
• Contribute to the delivery of customer metrics/KPI’s.
• Achieve business and personal objectives.
• Enhance engagement and overall satisfaction levels (including CSAT score and NPS).

Knowledge, Experience, and Skills:

• Previous management experience in a customer service environment, not restricted to the Property sector.
• Genuine passion for building relationships and creating exceptional customer experiences.
• Confident communicator with exceptional interpersonal and presentation skills.
• Ability to manage multiple relationships and customer issues simultaneously.
• Proficient IT skills, including Microsoft Excel, PowerPoint, and familiarity with Salesforce or equivalent CRM systems.
• Analytical skills to turn customer insights into action.
• Self-motivated with a positive ‘can do’ attitude.
• Strong problem-solving abilities.
• Ability to work with moderate guidance and direction.
• Project management and report writing skills, including business case preparation.

Key Capabilities:

• Customer Relationship Management: Build and nurture strong relationships with customers and stakeholders, ensuring exceptional customer experiences.
• Communication and Interpersonal Skills: Exhibit confident and clear communication, with exceptional presentation skills and strong interpersonal abilities.
• Problem Solving and Analytical Thinking: Apply analytical skills to turn customer insights into actionable strategies, resolving complex issues efficiently.
• Project Management: Coordinate and manage multiple projects, ensuring timely completion and detailed reporting.
• Adaptability and Initiative: Adapt to changing circumstances and challenges with a proactive approach, showing self-motivation and a ‘can do’ attitude.
• Influencing and Decision-Making: Influence stakeholders to take decisive actions that enhance customer satisfaction and operational performance.
• IT and CRM Proficiency: Demonstrate proficiency in IT skills and CRM systems, leveraging technology to streamline processes.
• Collaboration and Teamwork: Work collaboratively with various teams, fostering a team-oriented environment that encourages knowledge sharing and mutual support.
• Customer Engagement and Satisfaction: Implement strategies to enhance customer engagement and satisfaction, promoting events and programs that add value.

Why Join Us? At The Crown Estate, you will have the opportunity to work in a dynamic environment with a supportive team. Join us in shaping the future of property management with a focus on excellence and sustainability.

Join us in making a difference. Apply today!

We are a proud disability confident employer and operate the offer of interview scheme Disability Confident employer scheme - GOV.UK (www.gov.uk).

We are happy to offer alternative application methods or formats and can be flexible on our process to enable you to have the best opportunity.

If you have any questions about our recruitment process or would like to talk about adjustments, please contact us on careers@thecrownestate.co.uk.