Safety And Trust Manager (Customer Experience)

About Ukio

We are one of the most promising startups of 2023 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Berlin, and Paris.

This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well .

Ukio's mission is to empower individuals to live where they want, when they want . We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month.

We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving / buying furniture, etc.

giving choice and flexibility to allow people to plant their roots anywhere .

Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets .

We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals .

Our culture

We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more likze minded folks to join our team.

In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks.

We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?

Role

We're looking for an experienced crisis manager to join our expanding team of operations and guest experience specialists at Ukio.

This is a pivotal and new role that we are opening as we grow our portfolio and cater to a growing number of guests daily.

You'll be instrumental in preserving Ukio's brand image and help mature the processes that our teams use.

As a crisis manager, you'll have a range of responsibilities aimed at ensuring the smooth operation of guest interactions and safeguarding Ukio's reputation.

These include conducting thorough risk assessments, formulating effective policies for handling escalated situations with guests, and delivering comprehensive training to staff on conflict resolution techniques.

Exceptional negotiation skills are a must as you'll be frequently tasked with diffusing tense situations with guests. Collaboration with various departments will also be essential to ensure a unified approach to guest management and risk mitigation.

You will also have to stay updated on relevant terms, regulations, and laws pertaining to guest management to maintain compliance.

Additionally, the team will turn to you for continuous monitoring of guest feedback and opportunities to improve the guest experience.

Responsabilities

Identifying Sensitive Situations Pre-Escalation : Proactively identify potential issues or conflicts before they escalate into crises.

Utilize early warning indicators and risk assessment tools to assess and mitigate risks effectively.

• Managing Crisis Negotiations : Lead communications and negotiations during critical incidents or crises, employing advanced negotiation and conflict resolution techniques to achieve optimal outcomes while protecting the company's interests and reputation
• Diffusing Escalated Situations : Utilize strong interpersonal skills and emotional intelligence to de-escalate difficult situations with guests or stakeholders while maintaining composure and professionalism under pressure.
• Turning Difficult Situations into Lessons for the organization : Implement strategies to turn challenging situations into learning opportunities that help every department at Ukio grow and mature.

Foster cross-functional communication for positive resolution and mitigate the risk of legal action.

• Defining Escalation Policies : Establish clear escalation policies and procedures for handling incidents, ensuring swift and appropriate responses to emerging risks or crises.
• Training Teams in De-escalation and Conflict Resolution : Provide comprehensive training to staff members on de-escalation techniques, conflict resolution strategies, and adherence to escalation protocols, empowering the team to effectively manage guest interactions and minimize risk exposure.
• Monitoring and Reporting : Monitor guest feedback and online reviews to identify trends and potential areas of concern.

Provide regular reports to senior management on the company's risk exposure and reputation management efforts.

About you

• You have at least 5+ years of experience in customer facing roles, with experience leading teams
• Demonstrated ability to remain calm under pressure - training and / or certification in crisis management is a plus
• Excellent verbal and written communication skills
• Solution-focused mindset with the ability to think clearly and act quickly
• Professional fluency in English is a must for this role

Ukio's life benefits

• Private Health Insurance with SANITAS
• Flexible retribution with Payflow
• UKIO Anniversary gift
• Team buildings and office events
• Transportation card (transportation coverage for role that have traveling needed for their work tasks according to the internal policy)
• Breakfast at the office, fruits, nutrition bars, free coffee / tea and popcorn!
• An amazing internal culture and no dress code!
• International working environment with many different nationalities!

Ukio's culture promotes and values each individual's contribution. Diversity and inclusion, it’s a big topic for us, as such we encourage applications from individuals of all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and / or belief.

Sky's the limit for us. We're here to revolutionize your life. Be part of this revolution

We look forward to receiving your application!

For more information about Ukio, visit us at www.ukio.com and to keep up to date with UKIO’s news, follow us on LinkedIn and Instagram!