The Role

London Business School are looking for a permanent Front of House Manager, Customer Experience to join Campus Services and Estates which has responsibility for the logistical operations management and service delivery to the School of: space planning and management, catering, hotel contracts, cleaning, porterage, post, Reception, fitness centre and security.

You will report to the Head of Customer Experience and be responsible for ensuring consistent delivery of a World Class experience to a myriad of stakeholders across multiple sites. This is a highly visible and front facing position managing and coordinating the Customer Service Managers to achieve a high level of engagement and interaction with the School community.

Please note this role will be fully based on campus. The office hours are 9-5, but you will be required to provide cover when needed as the operation works 7am-7pm.

Main Responsibilities

• Manage a team of 4 Customer Experience Managers who are responsible for building effective relationships with the relevant stakeholders, and ensure they deliver a five-star customer experience across the School.
• Drive quality across the campus and throughout the service, taking personal responsibility for standards at the School.
• Ensure a positive, collaborative and effective service is delivered that commands the confidence and respect of its users.
• Work with Customer Experience Managers to ensure appropriate health and safety procedures are in place and enforcing good practice throughout the team.
• Provide duty cover to support with annual leave, sickness and major events as needed.

Who we are looking for

• Relevant experience as a Front of House Manager or Team Leader in a busy customer service environment is essential, for instance in a hospitality setting.
• Proven people management experience working to high standards.
• Exceptional communication skills with the ability to work collaboratively with others.
• A highly organised individual with excellent problem-solving skills.
• Experience managing events whilst they are running.

Why London Business School

London Business School: a global and vibrant business community based in two of the world’s most dynamic cities, London and Dubai. It’s where extraordinary minds and diverse perspectives connect, to have a profound impact on the way the world does business and the way business impacts the world. We offer best in class hybrid learning to our students and participants, whilst creating a flexible, supportive and dynamic working environment for our people to excel in, whatever their location.

What you can expect from us

• Generous annual leave of 27 days plus extra between Christmas and New Year
• Generous pension package, 14.5% employer contribution (in return for employee enrolment and contribution)
• Free onsite gym and swimming pool
• Amazing range of professional development to support your career path
• Enhanced cycle to work scheme
• Wellbeing offering to support your physical, mental and financial health
• Up to 5 days volunteering leave or parent /carer emergency leave

Our commitment to driving inclusion and belonging 

We are a globally reaching institution, committed to creating tangible and sustainable change in driving inclusion & belonging within our School, education and society at large.  We are dedicated to creating an environment where everyone in our community feels they belong and thrive. This is a key school priority, and we want everyone who joins LBS to feel respected, welcomed, and heard. 

Please note we start screening CVs and interviewing candidates from the start of a campaign. A successful candidate could progress to offer before the advertised closing date. We encourage you to apply as soon as possible if you are interested in any roles.

Closing Date – 22^nd March 2024

London Business School