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Customer Experience Director

Postuler REF: LON1245

The role

Work with the Property Management Executive team, to develop and deliver a market leading customer service strategy across BNPPRE Property Management’s managed portfolio. Promote the customer service culture and increase customer satisfaction, loyalty and retention. This role will be reporting to Head of Facilities Management.

Key deliverables

  • Co-ordinate agreed customer service initiatives and activity
  • Keep ahead of industry developments and apply best practice
  • Develop relevant procedures, policies and standards
  • Troubleshoot all relevant processes and procedures and make improvements to improve customer service quality
  • Ensure we take ownership of customer’s issues and follow problems through to resolution
  • Develop and deliver a cost-effective measurement approach and mystery shopper programme
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service champions and nurture an environment where they can excel
  • Develop learning and development programme to improve customer service culture across the business
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Keep accurate records and document customer service actions and discussions
  • Review and develop existing customer journey mapping
  • Participate in pitching as required
  • Contribute to new business proposals
  • Participate in relevant industry initiatives, positively representing BNPPRE
  • Recommend membership to industry bodies and participate in related activity

BNP Paribas Real Estate is proud to be an inclusive employer, as recognised by our RICS Inclusive Employer status and the Stonewall Equality Index.

Primary Location: GB-ENG-LondonJob Type: Standard / PermanentJob: FINANCIAL AND TECHNICAL EXPERTISEEducation Level: Other Degrees / Certifications / Vocational, Technical or Professional QualificationsSchedule: Full-time Behavioural competency: Personal Impact / Ability to influenceTransversal competency: Ability to set up relevant performance indicators