Workplace Experience Lead

7 months ago

East Kilbride, United Kingdom OCS Full time

**Job Reference: /LA/31-01/1060/5**

**Job Title: Workplace Experience Lead**

**Location: Abercrombie House Eaglesham Road East Kilbride**

**Salary: Competitive**

**Hours per week: Monday to Friday - 08:00 - 17:00, 40 hours per week**

**Business Overview**

OCS provides integrated facilities management services to the Government Property Agency (GPA) across the North. There is a requirement for OCS to provide a Workplace function across a specific geographic region as dictated by the contract.

Job Purpose: At OCS we create places that work, think, and give. You will form a key part of this placemaking, culture, driving the customer touchpoint journey, as an ambassador of exceptional workplace experience for both GPA and OCS. Within the position of Workplace Experience Lead, you will be working as part of the GPA site team, curating a workplace environment that increases well-being, productivity and enhances company culture that our end users want to be a part of. Actively seeking opportunities to improve onsite service experience and deploy new initiatives in line with OCS and GPA vison.

**Job Overview**

We are currently recruiting for a Workplace Experience Lead to join our passionate and driven team based at our client’s site in Abercrombie House Eaglesham Road East Kilbride

**Key Responsibilities**:

- The Workplace Experience Lead will be recognised as the GPA point of contact, will
- represent GPA and will demonstrate in-depth knowledge of the building and take ownership of a customer’s issues or requests, regardless of service line.
- Customer Relationship Management: developing deep and trusting relationships with
- colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
- Support the coordination and inspiration of GPA and its customers community as the workplace of choice.
- Establish good working relationships with the customers to be recognised as the natural “go to” person and a trusted partner to deliver on the GPA value proposition.
- Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of GPA.
- Leading and create the best customer and workplace experience.
- The Workplace Experience Lead will have full awareness of the emergency contacts and procedures as outlined from the GPA site.
- Will have the authority to direct the front of house team ensuring excellence to the customers and visitors.
- Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
- Take ownership of issues and the coordination of service suppliers.
- Ownership of building standards and communication i.e. Signage and so forth.
- Ensure the meeting room management is being used efficiently and correctly.
- Providing Technical support in the form of first line fixes such as reboots and connection inspections while delivering against a clear handoff process to the AV suppliers for
- unresolved issues.
- Support the occupancy management and client mapping of floors.
- Emergency evacuation support, including activities associated with GPA’s evacuation process (i.e. TagEvac) to include but not be limited to administering online training, monthly audits of equipment, post-incident equipment checks;
- Have a keen eye for detail and share your notes and feedback to all the teams. OCS Classification - Restricted - Internal
- Lead on community initiatives to develop connections.
- Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
- Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking.
- Own the touchpoint journey and user centric concepts.
- To show responsibility for personal health and safety, and that of others in the conduct of the job in line with GPA/OCS Services and Legal requirement.

**About You**:

- **_ Applicants must have the right to work in the UK_**

**Qualifications**:

- First Aid trained preferable, but training will be provided as part of the role (EFAW as a minimum).
- IOSH preferable but training will be provided as part of the role.
- Bachelor’s degree or equivalent educational experience
- Well versed in multiple digital platforms for communication.

**Experiences**:

- Experience of working in a high-profile environment.
- Excellent communication skills both verbal and written.
- Must be able to work within a highly confidential environment.
- Working in Public Sector commercial environments is preferable.
- Successfully managing multiple stakeholders demands and associated time pressures.
- Have a local and global pulse on cu

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