Welcome+ Lead

4 weeks ago

London, United Kingdom Savills Management Resources Full time

**Purpose of the Role**

Workforce+ is the Savills in house service provider for soft services. The Welcome+ division (Front of House & Reception Services) employs in the region of 200 employees across 80 sites consisting of both commercial and residential sites in London and surrounds. This role currently has one direct report and a total operational support team of ten.

The primary objective of the role is to drive the commercial and operational success of Welcome+ with a strong focus on operational excellence. The Welcome+ Lead will develop and deliver a strategy which positions the business as the go to partner in the front of house sector.

You will lead on all Welcome+ activities within the wider Savills business, delivering a consistent and best in class guest experience across the portfolio ensuring that all aspects of the business reflects Savills brand and values.

By having an innovative mindset, you will find solutions which strengthen customer satisfaction, optimise employee engagement and ensure the service offering evolves to meet the future client expectations.

The Welcome+ Lead will be required to provide support and advice in other areas of the Savills business where appropriate and will be a member of the FM+ Board.

This role is based in London with UK travel.

**Key Responsibilities**

Be a key member of the Workforce+ Leadership Team contributing to strategic plans and developments for the service.

Develop business plans in support of strategy identifying resources, best practice and ongoing improvement, adapting these objectives and plans as required.

Create a customer centric strategy for Welcome+ working closely with the Director of Workforce+.

Provide a focus on best practice across a diverse range of sites, advising and supporting the teams on delivery of this by working with the wider Savills networks to ensure compliance with Health and Safety and ESG.

Lead efforts to optimise open and effective communication between different teams with the PM Division and the wider Savills business.

Promote a cohesive one team approach to solving problems and maintain a focus on delivering great customer service.

Ensure that the Welcome+Team embodies Savills culture and values. Work on strengthening the internal reputation of the Welcome+ service while identifying unique selling points (USPs) that set it apart.

Prioritise key areas that significantly impact customer satisfaction from mobilisation to support services by using customer journey mapping to identify crucial touchpoints for service optimisation.

Create and oversee an effective feedback system involving multiple stakeholders, to collect insights and use this system as a foundational tool for ongoing service innovation and refinement.

Lead the design of a centralised annual calendar for occupier engagement. Integrate a diverse array of well-being initiatives, and awareness raising activities focused on Environmental, Social and Governance principals (ESG).

Foster and develop relationships with existing internal and where applicable external clients through regular touch points.

Create and manage operational budgets. Maintain a profitable margin, while simultaneously upholding the highest standards of service quality. Implement cost control measures and analyse financial data to ensure operational efficiency.

Lead tender processes using insights from site visits to create tailored proposals. Establish a competitive edge by formulating unique selling points for Welcome+. Ensure tenders meet clients’ needs while also setting industry benchmarks with innovative solutions.

Build strategic alliances with internal stakeholders, particularly with the leads of the Cleaning+ and Security+ service streams to create efficient and bespoke security and reception solutions that meet specific client requirements.

Provide support, guidance and mentoring in an effective and inclusive environment to drive operational excellence.

Identify and nurture high potential team members for future leadership roles through targeted training, mentorship and project assignments ensuring that these emerging leaders are fully prepared for their next steps within the organisation.

Foster a learning environment where team members are empowered to excel and contribute effectively to the organisations objectives.

Strengthen the KPI measures to ensure transparency in service delivery and to dovetail into centralised reporting requirement.

Attend monthly meetings to discuss divisional performance and where required provide reporting on this.

Working with the Safety+ Team implement compliance audits and develop an ongoing review of targeted plans that address identified risks, focusing on immediate and long term solutions.

Cultivate relationships with suppliers to foster collaboration and alongside Supply Partner+ oversee and evaluate supplier partnerships to ensure compliance with governance standards.

Ensure that the Welcome+ Handbook/Manual, opera

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