Workplace Experience Lead

4 months ago

London, United Kingdom Integral UK Full time

**Experience Services Team Leader**

**Duties & responsibilities**

The Experience Services Team Leader is strategic role, responsible for designing, leading, managing and ensuring the Welcome host and Colleague host teams deliver a memorable experience to our visitors and colleagues each day through engagement, proactive communication and exceptional service delivery.

This role will lead and inspire with an authentic, hands on approach. We're looking for a proactive, visible manager driving positive change. Challenging and evolving our service delivery standards both in their office and across the UK.

The role should be the point of contact for OurWorkplace, knowledgeable on all our services, championing engagement whilst also ensuring service standards are maintained. The responsibilities of the role start with designing the customer journey from travelling to our offices and then through every touchpoint of our services. This role ensures we deliver on our promises.

I lead by example. I am an upbeat individual with integrity and a can-do attitude. I am passionate about delivering an exceptional level of service and take responsibility my teams performance. I build relationships quickly and efficiently and always look for innovative ways to improve efficiencies within the workplace and enhance client experience. I am flexible and adaptable. I enjoy completing tasks and working to deadlines to deliver for the people around me. I have passion and drive to deliver the very highest levels of customer service and experience. I enjoy leading a team and love a challenge. I strive to deliver in every aspect of my role and drive my team to do the same.

**Leadership and team supervision**
- Design the service delivery and standards for the host team.
- Ensure the experience team strategy is clear and measurable for both the host teams, colleagues and clients.
- Manage a team of welcome and colleague hosts to ensure we deliver memorable and exceptional visitor and colleague experience.
- Recruitment, training and performance management of all team members. Create development plans for all team members.
- Monitor, motivate and engage our teams to deliver a personal and inspired service, creating a create a culture of excellence.
- Continual review and audit of service standards and procedures, design and implement best practice
- Manage the operational rota, ensuring coverage in place, at all times for all business needs
- Build an empowered, proud, capable team that consider all aspects of service on site.
- Implement a team training programme
- Represent OurWorkplace in stakeholder engagements and meetings
- Prepare monthly reports for Site Lead meeting pack
- Adhoc duties as required.

**Customer Service & Communications**
- Responsible for the overall efficient and effective daily operations and service delivery of the front of house teams.
- Engage and train the teams to provide effortless service and experience with every interaction.
- Identify areas for improvement to drive continuous evolution of our service delivery.
- Visibly engaged and well known in the workplace; considered the face of the service on site.
- Communicate effectively and efficiently with all service and experience teams.
- Flexible and adaptable to changing environments and requests.
- Be the voice of our clients in workplace considerations.

**Visitor Management**
- Design, implement and oversee arrival and departure procedures, including meeting booking requests
- When required, assist in the welcome, registering, and assistance of visitors and colleagues in compliance with client security policies while delivering a human-centric approach aiding in a tailored approach.
- Ensure all enquiries are answered professionally
- Day-to-day and ad hoc colleague and visitor assistance and identifying opportunities to anticipate the needs of our visitors and colleagues.
- Create a knowledge base to allow the team to respond to inquiries from internal and external visitors regarding such information as: locations of buildings, local services and local amenity information
- Maintain confidentiality at all times

**Conference and Meeting Room Booking Management**
- Ensure the teams are trained and competent on all required systems.
- Ensure the team complete meeting room checks, audit of findings.
- Prepare and train the team to deal with last minute changes and ad hoc requirements.
- Implement meetings with essential services partners (Cleaning, Security, Engineering and Catering) to review service delivery.
- Create a process to gain feedback from regular users of our service to capture feedback and drive improvement.
- Use innovation and technology to capture and record utilisation, driving meeting room optimisation.
- Liaise with the audio visual team (for all necessary IT, communication, audio, video, projection needs) ensuring that the technology within these rooms operates efficiently and without any problems.
- Train the team to problem

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