Head of Customer Experience - Television Centre, London

Purpose of the Role

The Head of Customer Experience will be a senior member of the management team at Television Centre shaping and delivering world class occupier experience for all occupiers. An influencer who is able to clearly communicate the vision of Television Centre, including its values, culture and behaviours. Leading in relationship management, having strategic focus and motivating the team to deliver best in class experience at an iconic flagship mixed used development.

Key Responsibilities

· Cultivate relationship management with Television Centre (TVC) occupiers, customers, external stakeholders, clients and the wider TVC management team.

· Lead in managing communications with all TVC commercial and retail occupiers to include but not be limited to:

o Relationship Management

o Services Delivery

o Occupier Service Enhancement

· Consistently exceed customer expectations and deliver long-term, sustainable customer satisfaction measured through periodic customer surveys.

· Act as a brand ambassador for Television Centre by upholding the brand identity, values and spirit throughout the team.

· Ensure that relationship management complies with Savills policies, processes, and procedures delivering measured KPIs and SLAs as identified within the agreed PMA.

· Understand and react to customer feedback and data.

· Resolve competing needs of occupiers and refer matters upwards only if they cannot be resolved or require the input of the wider management and asset management team.

· Create welcoming and exciting spaces that occupiers want to come and work in with a range of occupier and community focused events and activities.

· Deliver innovations improving service delivery for occupiers.

· Lead on occupier reporting for monthly and quarterly requirements.

· Develop, monitor and maintain a Health and Safety culture, creating a safe place to work.

· Ensure occupier helpdesk tickets are completed and closed within agreed SLAs and KPIs.

Service Charge

· Set and manage commercial cost centre budgets and their respective service charges for all commercial buildings.

· Deliver quarterly variance reporting, oversee contractor invoicing and have a sound understanding of reconciliation matters to agreed accounting practices for all commercial buildings.

M&E

· Ensure all M&E needs for TVC occupiers are met.

· Instruct and manage project works as and when required working with the Savills building consultancy teams.

· Manage occupier fitout and license to alter (LTA) process liaising with engineering and surveyor colleagues to ensure compliance and a smooth process for occupiers.

· Monitor vacant and or void property in conjunction with the building’s insurance policy and lodging insurance claims where necessary.

ESG

· Ensure all agreed asset management and Savills ESG initiatives and targets.

· Engage with TVC occupiers to understand their ESG aspirations to encourage aligned goals and behaviours.

Compliance

· Ensure compliance within in the respective Savills monitoring platforms for commercial buildings.

· Ensure commercial property SEMs are completed within a timely manner and ensuring tasks are correctly assigned.

· Test, implement and maintain all disaster planning procedures to cover all emergencies.

People Management and Public Relations

· Be an estate team leader promoting positive, confident, high-performing estate team.

· Line Manage the Assistant Property Manager.

· Ability to motivate, delegate, teach and empower others.

· Inform upwards when any incident occurring on site could be reported within the media.

· Promote the TVC brand which is unique, vibrant and aspirational.

· Work with the events team to maximise positive exposure in both PR and all social media platforms.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

· 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 & able 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 high performing team.

Desirable

· NEBOSH / NEBOSH Fire qualification.

· IWFM Qualification

· RICS membership

Working Hours - Monday – Friday 08:30 – 17:30