An independent organization with most popular culture and leisure facilities for both residents of the city and visitors

Organization provides a myriad of opportunities for people to take part in cultural and leisure activities. Art, heritage, learning, sport and healthy living from the mainstay of the services, with the specific purpose to enrich and inspire lives in partnership with various organizations and stakeholders.

 

Organization offers a dynamic working environment and a wide range of roles across the leisure and culture industries

 

The Manager, Customer Services & Experience will directly support the organization’s business plan, this role is a major contributing factor in ‘Improving the Quality of the Experience’.   This role will be supported by Customer Experience Ambassadors; people selected from across service areas, to support the communication and delivery of work aligned to the organisation’s mission, values and behaviours and all elements of customer experience improvements across the organisation. This role sits within the Core Management team and reports directly into our Director of Marketing. The development of the Ambassadors is also a key success factor. 

 

The Manager is a role model for all staff in developing standards, knowledge, skills and behaviours to meet the expectations of broad range of customers. 

ACCOUNTABILITIES

The Manager will consistently demonstrate Values, Behaviours and Customer Experience Standards to internal and external customers, suppliers and partners. The role holder will :

• Collate and analyse customer expressions of dissatisfaction and complaints, QMS, mystery shopper and Net Promoter Score feedback, ensure that NPS increases across the organisation over time
• Continually identify opportunities to improve the customer experience 
• Deliver change initiatives identified internally or from external good practice to support these opportunities
• Create and provide information and training on initiatives and changes, so we create experts everywhere. This will include training on organisation-wide services and products and skills development such and the development of interview, induction and PDP processes
• Develop capability and motivate Ambassadors to support the delivery of projects

 

 

 

 

Thank you for your interest with Recolo Careers. For your application to reach directly to our consultant responsible for this job openings please apply via our careers portal below for a quick reply.      

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 We recommend that application is made via our careers portal above. This application process does not sit in an email box but directly notifies the specialist consultant on our in-house systems for processing. Furthermore, our business intelligence systems will try to match other suitable jobs with other consultants that are not advertised externally. This accounts for between 50% – 70% of our job openings in HK alone.   
You could apply using other methods but this will end up in our central email inbox. Which means our researchers will need to go through hundreds or even thousands of emails before they can finally match you to the consultant. If you want a rapid response, we suggest Recolo Careers Portal above. Furthermore, Recolo complies with the Personal Data (Privacy) Ordinance and regulated by the Labour Department.     

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As a high performance talent acquisition consultancy firm, we specialise in providing one of the best recruitment services throughout the region that includes professional staffing, human resources process outsourcing, and talent management consulting across a wide range of industry sectors successfully. 

We service the world's leading financial institutions, global high-tech conglomerates, and multinational commercial organisations. Operating at all levels of senior and top executives, Recolo manages careers of top-notch professionals in Accounting, Banking, Finance, Investment, Risk, Legal, Technology, Sales, Marketing, Real Estate, HR, and Operations fields.