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About the Role
The Head of Customer Experience will be a senior management team member responsible for shaping and delivering world-class occupier experience at Television Centre. This role requires influencing and clear communication of the company's vision, values, and culture, with a strategic focus on relationship management and team motivation to provide best-in-class service at a flagship development.
Responsibilities
- Cultivate relationship management with occupiers, customers, external stakeholders, clients, and the wider management team.
- Lead communications with commercial and retail occupiers regarding relationship management, service delivery, and service enhancement.
- Consistently exceed customer expectations and deliver long-term customer satisfaction.
- Act as a brand ambassador for Television Centre, upholding brand identity, values, and spirit.
- Ensure relationship management complies with Savills policies, processes, and procedures, meeting identified KPIs and SLAs.
- Understand and react to customer feedback and data.
- Resolve competing occupier needs, escalating only when necessary.
- Create welcoming and exciting spaces through occupier and community-focused events and activities.
- Deliver innovations to improve occupier service delivery.
- Lead occupier reporting for monthly and quarterly requirements.
- Develop, monitor, and maintain a Health and Safety culture.
- Ensure occupier helpdesk tickets are completed and closed within agreed SLAs and KPIs.
- Set and manage commercial cost centre budgets and service charges.
- Deliver quarterly variance reporting, oversee contractor invoicing, and manage reconciliation matters.
- Ensure all M&E needs for occupiers are met.
- Instruct and manage project works with Savills building consultancy teams.
- Manage the occupier fitout and license to alter (LTA) process, ensuring compliance and a smooth process.
- Monitor vacant or void property and lodge insurance claims if necessary.
- Ensure all agreed asset management and Savills ESG initiatives and targets are met.
- Engage with occupiers to understand their ESG aspirations and encourage aligned goals.
- Ensure compliance within Savills monitoring platforms for commercial buildings.
- Ensure commercial property SEMs are completed in a timely manner.
- Test, implement, and maintain disaster planning procedures.
- Lead the estate team, promoting a positive and high-performing environment.
- Line manage the Assistant Property Manager.
- Motivate, delegate, teach, and empower others.
- Inform upwards about any incidents that could be reported in the media.
- Promote the TVC brand.
- Work with the events team to maximize positive PR and social media exposure.
Requirements
- Strong Leadership skills and ability to motivate a team.
- Excellent customer service, communication, and relationship building skills.
- Comprehensive understanding and experience in service charge budgeting process.
- Time management skills and ability to respond to client/contract deadlines.
- Demonstrable knowledge of the alterations and or construction processes.
- Comprehensive understanding of property statutory compliance guidelines when overseeing work permits, occupier fit outs, and landlord works.
- Meticulous attention to detail and organisational skills.
- Confident understanding of building plant equipment, maintenance, and compliance.
- Experienced in working collaboratively as part of a high-performing team.
- NEBOSH / NEBOSH Fire qualification (Desirable).
- IWFM Qualification (Desirable).
- RICS membership (Desirable).
Skills
- Leadership
- Team Motivation
- Customer Service
- Communication
- Relationship Building
- Service Charge Budgeting
- Time Management
- Contract Management
- Construction Processes
- Property Statutory Compliance
- Attention to Detail
- Organisational Skills
- Building Plant Equipment Knowledge
- Maintenance Knowledge
- Compliance Knowledge
- Collaborative Work
- ESG Initiatives
- Health and Safety Management
- PR
- Social Media Management
Work Type
- Full-time
About the Company
- Television Centre (TVC) is an iconic flagship mixed-use development.