Bruntwood
Customer Experience Manager - Birmingham City Centre
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We are commercial property specialists operating sites across the UK. At Bruntwood, we're committed to offering more than just outstanding office, coworking, retail and lab spaces. Everything we do is tied into our vision of building vibrant communities, whilst providing businesses with the support and expertise they need to grow.
Have a look at these videos to give an insight into who we are:
- Bruntwood SciTech
- Sustainability at Bruntwood
This role is advertised for 37.5 hours a week, working Monday to Friday. You’ll be based at our Cornerblock, Centre City, and Mclaren buildings in Birmingham City Centre.
Job Purpose:
As a Customer Experience Manager, you’ll be pivotal in creating an outstanding customer experience in our workspaces that foster an inclusive community, forge business connections, and support the development of innovation ecosystems. Everything you do should link back to our Service Mission ‘Perform like part of their business, care like part of their family’
Reporting into the General Manager, you’ll be:
- An expert in building meaningful relationships with customers
- Have a deep understanding of their businesses to identify and anticipate their needs
- Dedicated and accountable for the development of the team to deliver outstanding, seamless service
- Go out of your way to bring tailored solutions that elevate the customer experience which drives customer attraction and retention
You can find more information about the day-to-day of the role and what we’re looking for by downloading the full job description at the bottom of our website.
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What you'll be doing:
- Contributing to a brilliant customer journey - proactively gathering insight and feedback on a regular basis on their live-in experience, business growth, and space needs to identify product offerings that could assist in achieving their goals
- Leading and developing a motivated team of Hosts and Assistant Customer Experience Manager to enable them to fully embrace their role in delivering a vibrant, purposeful customer experience and connected community.
- Collaborating with the Community Engagement Manager to deliver events and activations that add value and connect customers within the community
- Carrying out regular building walks and working closely with the Facilities Team Leader to drive standards, making sure all spaces are clean, safe, and well-maintained
- Supporting the viewing experience and discussing the practicalities of the customer journey with prospective customers
What we’re looking for:
- Experience of leading and coaching an engaged and high-performing team
- Knowledge of building operation management that aligns with business strategy
- Commercial acumen with an understanding of lettings, leases, and service is beneficial
- Working knowledge of health, safety, and risk compliance/regulations and ability to spot issues and find solutions
- Ability to spot opportunities to enhance customer experience and simplify processes to drive better results
We really believe that if you’re brilliant to work with, you deserve brilliant things in return:
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- 28 days holiday plus you get your Birthday off work - and if that’s not enough, you can also buy & sell holidays too
- 24 hours a year volunteer time - there are endless opportunities for you to get involved in supporting the causes that matter most to you
- Sabbatical of up to 12 months so you can take a career break after five years with us
- Healthcare cash plan for all colleagues, so you can claim back medical expenses like optical, dentist & physiotherapy. We also offer private healthcare cover on an opt-in basis too
- Life assurance cover for all colleagues
- Up to 8% matched pension scheme
- Discounts & cashback at leading retailers
- Enhanced maternity / shared parental leave - 26 weeks fully paid leave
- Interest-free learning loans to help you develop new skills
On our careers page, you’ll find our benefits calculator, where you can select what benefits you’d use to calculate the savings you’d make.
In addition to what to expect within the role and your benefits, it’s good to know that you’ll be working for a business that gives back - The Oglesby Charitable Trust has donated more than £25m since it started out in 2001. Supporting charities across Arts and Culture, Education, Environment, Medical Research, and Social & Health Inequality.
We’ll do our best to get back to you within a week of your application, however, if it has been longer than this please feel free to email talent@bruntwood.co.uk for an update.
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