Service Experience Lead - London, United Kingdom - ISS Facility Services

ISS Facility Services

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Experience Lead

London
For more information on salary and our excellent benefits - please contact the recruitment team for this information. Although we don't advertise our salaries, you won't be disappointed

Are you passionate about delivering world-class service experiences to customers? Do you have a knack for strategic planning and a desire to develop and empower others? If so, we have the perfect opportunity for you

We are seeking a dynamic and highly motivated Service Experience Lead to join our learning & development team.

In this role, you will play an integral part in ensuring that all Placemakers have the tools and support they need to deliver exceptional service experiences that exceed customer expectations every day.

As the Service Experience Lead, you will drive the learning culture of our business and be highly visible within the customer operations and team.

You will work closely with P&C to oversee succession planning for all Placemakers and management teams, ensuring that everyone has the opportunity to grow and develop within their roles.

In addition, you will support the strategic development of learning courses, individual development plans, and the centralisation and ownership of the UK training matrix.

You will also ensure that the outcomes of training are recorded, tracked, and remedially actioned for continuous improvement.

If you are passionate about empowering others, driving results, and delivering exceptional service experiences, we want to hear from you Join our team and help us make a real difference in the lives of our customers.

Key Responsibilities_**_

To be highly visible within the London sites and drive the Service Experience to exceed customer expectations with noticeable and tangible improvements
Deploy a blend of learning methodologies including techbased, selfmanaged learning, external delivery, management cascade, classroom, 'on the job' learning and coaching to measurably improve service delivery
Ensure all learning & development interventions are created with clear, measurable learning outcomes with pertinent evaluation mechanisms built in to assess success
Playing a key role in the development of our Placemakers while enabling motivation through transparent succession planning
Deploy effective consulting skills to identify contract and sitespecific gaps alongside your team; influencing leaders to engage with and adopt learning solutions to better business performance within their teams
Support Service Experience Manager with Centralising and owning the UK training matrix as a live tool to ensure training compliance and as a conduit for Placemaker succession planning and personal development plans

Professional and personal competencies/qualifications_**_

Phenomenal communication, presentation and public speaking skills
Passion for high end workplace experience
Considerable experience in delivering high end service experience to customers
Demonstrable experience in creating learning content across platforms
Excellent interpersonal skills; able to communicate with all level of stakeholders
Highly experienced at facilitating training programmes
Selfmotivated and excellent time management
Ability to inject excitement and enthusiasm to learners

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.

ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

If you have any further queries regarding this role, please contact the Resourcing Team on

Job Types:
Full-time, Permanent

Work Location:
In person

Reference ID: 111644