Customer Experience Apprentice (Facilities Management Supervisor Level 3)

Customer Experience Team Responsibilities:

Supporting the team to provide best in class services to our customers by communicating, responding and engaging in addition to coordinating events and experiences in our buildings. Shadowing the Customer Experience Managers within their buildings, working across a number of different buildings across the portfolio to experience the different types of buildings and customers. Carrying out regular inspections of properties to ensure the occupational profile and general cleanliness, tidiness, and condition of the building(s) is of the highest standard. This includes regular inspections of any vacant units to maintain showroom conditions at all times. Working closely with all service partners, to understand the “one team ethos” approach, which creates a safe and welcoming environment for all customers. You will assist the Customer Experience Managers in attending some monthly site meetings with the Contract Managers to discuss service levels, service delivery improvements and implementation of innovation opportunities where possible. Working with the Customer Experience Managers to understand and support in the management of the annual Service Charge budget for their respective buildings. Supporting the team to coordinate emergency repairs, minor repairs and building maintenance tasks in a safe and timely manner, ensuring that appropriate job orders have been raised and risk assessments submitted. Supporting the team to fulfil compliance duties, ensuring that all properties across the portfolio remain compliant with current policies, regulations, and building codes and ensuring our health and safety system is up to date. You will also learn how to monitor the safe working of contractors, irrespective of whether they are working for the company or for customers. Supporting the team to implement the social impact strategy. Support and learn how to manage projects within the building across the portfolio.

Fully Managed Team Responsibilities:

Supporting the team in delivering a premium, proactive and enjoyable workplace experience to our Fully Managed customers. Splitting your time across our portfolio, and ensuring you have a good understanding of our Fully Managed offering and locations. Supporting with the customer onboarding and offboarding process; ensuring the process is followed, acting as a contact for the customer and liaising with any partners required throughout the process. Providing cover for any planned or unexpected leave within the team. Supporting the team with our events programme, working to ensure we deliver great experiences for our customers. Supporting our Fully Managed Teams to ensure the channel is kept up-to-date and documents are correctly filed and labelled. Supporting the team with managing and ordering consumables for our spaces. Supporting the team through the monthly OpEx review process; ensuring reports are filed and responded to, comments are logged, and the process is followed. Working with our partners to complete audits and reviews monthly, helping to ensure our spaces remain fit for purpose and deliver an exceptional user experience. Leading by example - delivering a professional, fun and focused service that aims to achieve customer retention

Training:
Training Programme to obtain Facilities Management Supervisor Level 3 qualification: 13 Months GPE Contract status: 18-month Fixed Term Contract with (full time hours, including 20% time off for study). The position will be based in central London and you will work in one of GPE's portfolio buildings which you will rotate around every six months. 

Training Outcome:
Would be on path to become a Customer Experience Assistant Manager 

Employer Description:
GPE is a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 140 people, owns around £2.5 billion of real estate – primarily commercial offices but also retail - 100% in central London with a rent roll of approx. £100 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.

Working Hours :
Monday to Friday, 9.00am to 6.00pm. 20% of the working week will be dedicated to undertaking the Facilities Management Supervisor Level 3 qualification.

Skills:
Communication skills,IT skills,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Team working