Vendor Manager – Contact Center
Deliveroo
Salary
💰 £30,000 - £35,000 per year
Job Level
JuniorMid-Level
About the role
- Front-of-house Guest Experience Manager role, giving the building personality and supporting Facilities Manager
- Report into Building Manager
- Ensure a warm welcome and high standards in lobbies, WCs, showers, cycle stores and smokers' areas
- Develop biophilia and planting strategies to support wellbeing
- Source cost effective finishing touches from local social enterprises
- Own reception procedures, visitor handling, bookings, post, deliveries and emergency notifications
- Promote and implement visitor management technology and manage alternatives
- Report service failures to Help Desk and own resolution; manage ticketing updates
- Maintain small repairs/decorative items list and work with FM/BM on resolution
- Manage and train FOH cover and create training for building services updates
- Act as Building Champion: engage occupiers, review amenities, propose initiatives and secure budgets for events
- Install and maintain community boards and run occupant engagement activities
- Create and manage content on Locale, social channels, building website and digital screens
- Ensure all customer data and communications are GDPR compliant and on brand
- Assist FM/BM with management of hard services, contractors, audit inspection forms and reports
- Maintain high standards of management, maintenance and service delivery
Requirements
- 2 years experience of working in a similar role
- Working knowledge of Health & Safety and work permit documentation is essential
- IOSH qualification is desirable
- Experience working in buildings that have had fit outs or refurbishment projects
- Proactivity to resolve issues, deal with complaints and contractor management
- Experience with reception procedures: call handling, service desk requests, key handling, post and deliveries, bookings of amenity space
- Experience with visitor management technology and app-based access control (iPad visitor entry)
- Ability to report service failures to Help Desk and manage ticketing processes
- Ability to maintain lists of small repairs and work with FM/BM on budgets
- Ability to manage, train and provide cover for front-of-house team
- Experience creating and managing content for social channels, websites and digital screens
- Understanding of GDPR and maintaining customer data compliance
- Strong customer service, patience, empathy, initiative and communication skills
- Self-management, ability to prioritise work and deliver results
