LORRAINE FELTON

Manage the day-to-day operations of a busy business centre, ensuring excellent service delivery and customer satisfaction.
Drive occupancy growth through the sale of office space, virtual offices, meeting rooms, and additional business services.
Build and maintain strong relationships with customers, ensuring high retention rates and long-term contract renewals.
Consistently achieve and exceed key business KPIs, including occupancy, revenue growth, customer retention, and Net Promoter Score (NPS) targets.
Conduct viewings, negotiate contracts, and onboard new customers, ensuring a seamless customer journey from enquiry to move-in.
Identify expansion opportunities within the existing customer base, supporting clients as their businesses grow and securing additional revenue.
Maintain exceptional building standards, ensuring offices, communal areas, and facilities are presented to the highest standard.
Act as the primary point of contact for customer queries, including invoicing, contracts, facilities management, and operational support.
Monitor and improve customer satisfaction through regular engagement and NPS feedback, implementing actions to enhance the customer experience.
Liaise with contractors, suppliers, and internal departments to ensure the efficient operation and maintenance of the centre.
Support sales and marketing initiatives to generate new business opportunities and increase centre occupancy.
Manage customer accounts, ensuring prompt resolution of issues and maintaining positive client relationships.

• Achieved increased customer satisfaction by implementing innovative sales strategies.
• Developed robust client relationships for improved business growth.
• Drove revenue growth by identifying and capitalising on emerging market trends.
• Maintaining high levels of customer satisfaction to drive a strong Net Promoter Score (NPS).

Conducted difficult conversations with customers regarding overdue accounts, balancing commercial requirements with excellent customer service to achieve positive outcomes.