Experience Manager

About Our Client

Our client is a global multi-orbit provider of fully integrated connectivity services and solutions. With a mission to help the world become better connected, our client leverages satellite technology to create custom solutions that protect communities and unlock opportunities for individuals, communities, businesses, and governments all over the world.

Role Purpose

You will be responsible for managing all aspects of the employee and customer journey for this site ensuring we provide impeccable customer services to customers and improve the day-to-day experience of their employees. The Experience Manager will act as the first point of contact for the Goonhilly team.

This role holder will be highly motivated, pro-active and an exceptionally well organised individual with strong communication skills with a strong desire to learn.

The Experience Manager will work closely with the Facilities assistant, act as the first point of contact for on-site matters. They will report to the Regional Director and support with wellbeing and engagement initiatives and effective flow of communication under the guidance of the Chief Communications Officer.

Key Accountabilities & Responsibilities

Key Responsibilities:

1. Customer Service Excellence:

• Manage and maintain exceptional customer service standards.
• Address customer inquiries and concerns in a timely and professional manner.
• Work closely with the Regional Director and Group HR Director to roll out strategies to enhance the employee experience, aligned with the wider company initiatives.

1. Operations Management:

• Work closely with the Facilities Assistant to ensure efficient on-site operations.
• Oversee all local aspects of the employee onboarding/offboarding.
• Maintain an organised and well-functioning facility.

1. Liaison and Reporting:

• Act as the primary liaison for on-site matters.
• Report directly to the Regional Director on site performance and developments.

1. Well-Being Initiatives:

• Collaborate with the Regional Director to establish well-being initiatives.
• Promote employee well-being and satisfaction.

1. Communication:

• Work closely with the Chief Communications Officer to facilitate effective on-site communication.
• Ensure a seamless flow of information within the local site.
• Promote employee well-being and satisfaction.

1. Diary Management & Travel:

• Manage diaries, schedule appointments, and organise events for the Regional Director as required.
• Support with travel bookings for UK and international travel, as and when required

Skills & Qualifications

• Highly effective communication and interpersonal skills, able to interface at all levels
• Customer focused, capable of anticipating needs and providing solutions to problems
• Strong level of literacy and numeracy
• Computer literate; experience managing different systems and mailboxes
• Excellent Administrative skills
• Able to demonstrate personal self-development and high levels of flexibility
• Experience in a customer facing role

Benefits

• A Competitive Salary, pension scheme, and life assurance & private medical insurance
• A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets
• Along with 25 Days Annual Leave (excluding bank holidays) plus an Additional Day on us for your Birthday
• Buy or sell up to 3 holiday days per annum
• Free access to the Employee Assistance Programme
• Plus, a variety of excellent Employee Funded Benefits available to you