Workplace Experience Supervisor

3 weeks ago

London, United Kingdom CBRE Full time

Posted- 13-Apr-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative, Facilities Management- Location(s)- London - England - United Kingdom of Great Britain and Northern Ireland**The purpose of the role is**:
Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, corrective action and termination. Prepares and delivers performance appraisal for staff.

Mentors and coaches team members to further develop competencies. Leads by example and models behaviours that are consistent with the company's values.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Key Tasks**:
Provides supervision of delivery of Reservation, switchboard and helpdesk Services

Services include, but are not limited to: Concierge, Reception / Switchboard, Room Management, A/V Support, Meeting & Event Management, Food Services, Parking, Supported Employment, Workplace Onboarding."

Supervises Hosts assigned to Services, including establishing work schedules, assigning tasks, cross
- training staff to perform multiple duties as back-up.

Responds to customer requests and complaints regarding Experience Services.

Ensures innovative and customised materials are developed and utilised to meet the full Host experience. Utilises the Host platform and client materials. Ensures client and company materials comply with client and company brand guidelines.

Oversees, utilises, and maintains integrity of databases and other digital tools, which may include administration of SharePoint sites or similar associated with service delivery, as requested. Performs audits as necessary. May provide complex reporting. Produce daily stats as appropriate and update stats board

Ensures safety standards are met by those delivery; whether company employees or third-party service providers.

Oversee support provided by coordinators/technicians.

Maintain relationships with vendors who provide services and goods.

Ensure orientations are delivered to a high-quality standard.

Assist in the completion of the Service Business Continuity plan.

Performs other duties as assigned.

Liaise with the Media Services / Catering departments / other Reception desks

Managing switchboard incoming calls in a courteous and efficient manner, as per the standard salutation

Achieve call answering targets on a day-to-day basis ensuring all calls are dealt with in a timely, manner, in line with the agreed SLA’s

Ensure shift responsibilities are actioned accordingly

Assist and highlight any concerns regarding appropriate levels of staffing throughout the operational day to ensure that service deliverables are achieved and manage absence

Dealing with complaints and escalate to relevant areas

**Education**

Minimum of 4 years of related (e.g. Front Desk, Concierge, Hospitality, Room Management, switchboard, Reservations or Customer Service) roles preferred.

Prior experience with customer service essential.

**Skills**

Strong PC skills, MS Office

Self-motivated and resourceful

Good administrative skills

Well organised and good prioritisation and planning skills

Key focus for this role is to ensure that all FM services are delivered in a confident and efficient manner

Service orientated attitude combined with innovative thinking

Ability to comprehend, analyse, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to internal and external audiences.

Comfortable meeting and engaging with new people.

Warm and engaging demeanor. Ability to assess circumstances, empathise and offer help.

Utilise a high level of attention to detail as well as strong interpersonal skills.

Have a positive attitude and a strong sense of urgency in resolving any issues that may arise.

**Knowledge**

Knowledge and awareness of the facilities management industry

**Experience**

Practical experience in working with supply partners to deliver a seamless, integrated service

Customer services experience and the ability to communicate at all levels

**Aptitude**

Natural flair and skill in organisation and time keeping.

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