Workplace Experience Lead

7 months ago

Birmingham, United Kingdom Mitie Full time

**Job Overview**:
We are looking for a qualified and experienced Workplace Experience Coordinator (WEC) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account. The Workplace Experience Coordinator role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front-of-House' team, the Experience Coordinator/Technician is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer-facing services. The WEC will be responsible for ensuring a 5* service is being delivered at all times, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.

The role will report to the Facility Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The Workplace Experience Coordinator will form part of the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline and structure to the workplace teams as appropriate. The role will be both internal and external facing. In the external facing role the Workplace Experience Coordinator will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships.

**Main Duties**
- Lead the Front of House team to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
- Lead on developing a culture of Customer Excellence through collaboration of all service lines/contractors across site
- To be responsible for the continuous strategic/tactical review of the Workplace Service delivery to the users
- Build and maintain strong working relationships with key stakeholders in Workplace Services & Client Teams
- Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of customers and the business
- Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors
- To maintain a close working relationship all service line management teams
- To be fully conversant with the relevant buildings' Emergency and Evacuation procedures

Primary Responsibilities
- Ensure standards are consistently applied across all services
- Drive best standards and practice
- Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
- Regular audits of workplace standards across sites/locations
- Ensure FoH staff are trained to carry out works safely, efficiently and to standard.
- Liaison with client personnel and end users to ensure a high standard service delivery
- Support the contract's Continuous Improvement programme and identify issues to drive forward contract development.
- Responsible for ensuring compliance with policies and procedures on Health & Safety, Quality Assurance & Environment for the FoH team
- Investigate, manage and/or assign customer complaints and compliments in accordance with site collaborative procedures, ensuring all relevant matters are escalated to the appropriate manager
- Follow any such reasonable instruction as issued by Senior Line Management

**What we are looking for**:
Experience
Applicants will need to be able to demonstrate at least 3 years in a workplace supervisory of higher position within a customer facing FM environment. Proven track record of people management in a customer experience focused environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Essential Skills:

- Level 3 or higher qualification in Facilities Management
- Excellent Leadership and Organisational skills
- Good oral and written communication
- Good interpersonal and Influencing skills
- Ability to communicate clearly and confidently and establish client rapport
- Ability to lead teams and work across all levels of management vertically and horizontally
- Competency and understanding of Statutory/H&S Compliance.
- IT literate
- Structured and methodical probl

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