1. Can you tell us about your role as Customer Experience Manager at Campus Hub and what a typical day looks like for you?
As Customer Experience Manager, my role is really about overseeing the overall experience of our residents and guests, while also supporting the Front Desk team who are at the heart of delivering that experience. I work across departments to make sure communication, service and day-to-day operations come together in the best possible way for our community.
One thing I’ve learnt in this role is to always be prepared for the unexpected! My day usually starts by catching up with the Front Desk team and touching base with the other department heads. I go through handovers and emails, see what has come up, and decide what needs to take priority that day.
There are also different responsibilities I need to cover throughout the week, so no two days are ever quite the same. Student and team matters will always take precedence, though, so a big part of my day is making sure concerns are addressed, communication is flowing, and both our residents and our team have the support they need.
2. Customer experience goes far beyond first impressions. What are the key areas you focus on to ensure everyone who visits Campus Hub enjoys a welcoming, seamless, and memorable experience?
Customer experience certainly goes beyond first impressions, but I’m a firm believer that first impressions really do matter. My focus is on making sure our front-facing teams have the support, information, and tools they need to do their jobs confidently. When our team feels valued and empowered, it naturally reflects in the service they provide.
I also believe in taking the time to truly listen to our guests. Often, making someone feel heard can have just as much impact as solving the issue itself. And while it may sound simple, a genuine smile and a positive attitude can leave a lasting impression long after a guest has checked out.
3. Campus Hub is home to a diverse community of students, residents, and visitors. How do you ensure the experience meets the needs of such a varied audience, and what do you enjoy most about working with this community?
Honesty is incredibly important. I believe it’s far better to be realistic about what we can deliver than to overpromise and underdeliver. We always strive to provide the best experience possible, while remaining flexible and adapting whenever improvements are needed.
What I enjoy most is seeing the positive impact our team has on people’s experience. Receiving great feedback and welcoming residents back year after year is incredibly rewarding, as it shows we’re creating an environment where people genuinely enjoy living.
4. Since joining Campus Hub, how have you seen the customer experience evolve, and what changes have had the biggest impact on the community?
If I had to choose one thing, it would be communication. We’ve invested a lot of time into improving how we communicate with our residents, whether through better systems, new communication channels, or simply making ourselves more accessible.
The more effectively we communicate, the better we’re able to support our community. When residents know where to find information and feel confident that they’ll receive a timely response, it builds trust—and that’s when you know you’re making a real difference.
5. Is there a project, initiative, or improvement you’ve led that you’re particularly proud of? What inspired it, and what impact has it had on the Campus Hub experience?
It’s difficult to choose just one project, as I’ve been fortunate to be involved in many initiatives since Campus Hub first opened.
What I’m probably most proud of is the culture of care we’ve built and continue to protect. Particularly during the academic year, we aim to look after our student residents in a way that goes beyond simply providing accommodation. Whether someone needs support, guidance, or assistance during a difficult moment, we’ve always tried to ensure they feel safe, cared for, and supported throughout their stay. Maintaining that consistency is something I’m incredibly proud of.
6. Looking to the future, how do you see the Campus Hub experience continuing to evolve, and what is your vision for creating an even stronger sense of community and connection?
With the expansion of Campus Hub this autumn, we’re excited to welcome new communities while maintaining the same values that define the Campus Hub experience. We’ll be introducing accommodation options that cater to different markets and lifestyles, while ensuring every resident enjoys the same welcoming atmosphere and high standard of service.
My hope is that we continue to attract passionate people who genuinely care about what they do. Great buildings are important, but it’s the people behind them who create exceptional experiences. If we continue to invest in our team and remain committed to the standards, we’ve worked so hard to build, I’m confident the Campus Hub brand will continue to grow while retaining the sense of community that makes it so special.
