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

ISS Facility Services

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Experience Coach

Location:
London

Hours of work: 40

Contract Type:
Permanent

As a Service Experience Coach, you'll play a pivotal role within our Service Experience team, driving excellence and ensuring unparalleled customer satisfaction.

We're looking for an individual with a keen eye for detail and a passion for maintaining impeccable standards.

Your primary responsibility will involve conducting thorough service audits across various work streams to identify areas for enhancement.

Operating within the ISS Contract, you'll ensure that all Placemakers possess the necessary skillsets and behaviours to consistently deliver world-class service to our customers.

Additionally, you'll contribute to strategic learning and development initiatives, overseeing training programs, individual development plans, and succession planning efforts.

Your role will also involve monitoring training outcomes and implementing remedial actions for ongoing enhancement, supporting the Service Experience Manager in driving positive outcomes.

Join us in shaping an exceptional service experience that leaves a lasting impression on 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
Conduct regular and robust service audits across all workstreams and use resource and material from across the business to positively impact the audit results over time against the expected service standards
Continually review the needs of the customer and site to ensure the service experience is fit for purpose and propose changes where necessary to drive proactive service delivery
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 and aligned towards the audit results with the aim to improve these across workstreams

Professional and Personal Competencies/Qualifications

Phenomenal communication, presentation and public speaking skills
Passion for high end workplace experience
Level 3 L&D CIPD Preferred or equivalent
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
Be able to sell a vision & lead by example
Ability to inject excitement and enthusiasm to learners

The Company
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

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

Job Types:
Full-time, Permanent

Benefits: