Customer Experience Manager - Heathrow

As a Customer Experience Manager you will have a hands-on approach during service hours to ensure expected customer service levels are being delivered and identify areas for improvement. This will include interaction with team members daily.

• Own and champion our 'Did we make you smile?' programme so customer expectations are met, exceeded or realigned.
• Report & review service level gaps & lead customer experience strategy/ improvement project plans to deliver on this.
• Define and implement standards/procedures for ensuring optimal customer experience.
• Keep accurate records and document customer service actions and discussions.
• The management of a customer complaints process and the identify trend opportunities to be improved upon.
• Sharing all updates to customer journeys and customer insights with the wider business.
• Conduct effective induction and orientation sessions with new employees.
• Monitor and evaluate the training programs effectiveness and report to the heads of departments.
• Resolve any specific problems and tailor training programs as necessary.
• Maintain a keen understanding of training trends, developments and best practices.
• Lead team engagement strategy and activities.
• Support with ad hoc training as needed.
• Create and execute events and pop-ups as needed.

• Passionate about delivering an exceptional customer experience.
• Proven experience understanding of developing and evolving customer journeys, from a strategic perspective.
• Excellent and professional communication skills, both written and verbal.
• High energy, always positive with natural people management skills at multiple levels.
• The ability to manage a number of projects at any one time.
• Passionate to teach and train how to deliver world class foodservice and support services.
• Excellent time management and communication skills
• DBS will be required for this role and 5 years work history required for airside pass.

About Us

We ensure you're rewarded for all your hard work, which is why we offer a comprehensive benefits package which includes but is not limited to:

• Contributory pension scheme
• Grow your career with our Career Pathways and MyLearning programmes
• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
• Up to 44% off cinema tickets to enjoy your favourite blockbuster
• Receive Wow Points every time you spend and use them on a wide range of brands
• Un-wind with us with free wellness, mindfulness and exercise classes
• You can share all discounts and offers with your friends and families

Eurest, part of Compass Group UK & Ireland, typically serves 250,000 meals daily, servicing approx 300 contracts across over 700 sites nationwide. The company is a major business and industry foodservice provider for UK organisations many of which have been crucially important in keeping the UK economy and society in general, functioning during the pandemic.

Job Reference: com/1402/C91501/52548122/SU

Compass Group UK&I is an equal opportunities employer, committed to cultivating diverse and inclusive environments for every employee.

Customer Experience Manager - Heathrow

Up to £35,000 per annum

5 over 7 role to include evenings and weekends as per business needs.

We have a fantastic opportunity for a Customer Experience Manager to work at one of our client sites based in Heathrow.

As the Customer Experience Manager you need to have a full understanding of the customers journey from start to finish and continually working with heads of departments to provide solutions to improve their overall experience. Overseeing the re-active aspects of the customer experience, including responding to complaints. Be create and deliver a framework to monitor customer experience across a number of channels. You will develop and deliver training sessions to support the business with improving the customer journey, sustainability, health and wellbeing and working with our culinary team to develop sustainable menus that can be recreated at home. You will also develop and execute events and pop-ups on site which will drive the overall Eurest experience at the this client's site.