Workplace Experience Manager

1 month ago

Clerkenwell, United Kingdom CBRE Enterprise EMEA Full time
Job Title: Workplace Experience Supervisor

This role provides a professional, engaging, and interactive point of escalation for building occupants with operational queries/issues.

The role serves as an interface between the WPA team, FM team, clients, and vendors, focusing on key areas to maintain a five-star standard while proactively identifying and addressing issues.

Key Responsibilities:
  • Manage the Workplace Services Team to deliver a five-star CSRE customer service experience.
  • Develop and maintain client-facing relationships, supporting the team to deliver throughout all touchpoints on the GS customer and their external clients' journey.
  • Champion new ideas and innovations.
  • Ensure continuous ownership and development of customer services best practice.
  • Encourage collaboration and cooperation, coordinating activities with other operational teams on the account to ensure effective 'joined up' delivery of services.
  • Support implementation of agreed initiatives.
  • Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations.
  • Provide problem-solving solutions to the WPA team and client team.
  • Create and implement opportunities to improve services, high standards, and deliver more effective ways of working.
  • Be at the forefront of the customer relationship, providing a positive, professional, and seamless link between the various supply partners/vendors supporting Plumtree Court.
  • Support outputs from vendor working groups (Reception Team, Catering Team, etc.), providing the One Team Approach, to improve the end-to-end process, agree formal service levels, review the Visitor journey/experience while at PTC.
  • Adhere to all CBRE's QHSE procedures in providing a safe working environment.
  • Organise the coverage, rota, and absence cover.
  • Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are 'fit for business'.
  • Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner.
  • Ensure the WPA team responds to all work orders quickly and efficiently within agreed SLAs.
  • On-floor support for BCP and emergency situations.
  • As required, provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained.
  • Ensure the WPA team resolves all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations).
  • Supporting requests for events taking place in PTC.
  • Build and promote strong interpersonal working relationships with on-floor stakeholders throughout the divisions, reviewing current workplace trends and providing strategic overview reports to line manager.
  • Lead daily team huddle at the start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities, etc.
Requirements:
  • 5+ years of experience in either corporate/hotel, Hospitality Industry, or facilities/workplace experience environments.
  • Excellent understanding of SLAs, KPIs (and associated measurements), and Workplace management.
  • Demonstrable experience in dealing with and influencing clients and customers.
  • Demonstrable experience in driving quality and standards.
  • Demonstrable experience in dealing with suppliers/contractors.
Skills:
  • Experienced people manager.
  • Excellent communication skills.
  • Excellent Microsoft Office skills (i.e., Excel and PowerPoint).
  • Proactive, self-motivated energy with a positive can-do attitude and friendly demeanor.
  • Good organizer, proficiency to follow up on multiple issues/queries simultaneously.
  • Good Health and Safety knowledge.
  • Able to work in a time-critical environment; prioritising and reacting quickly to changing needs.
  • Problem-solver with conflict management skills; able to diffuse difficult situations.
  • Excellent interpersonal and communication skills; establishes genuine, trust-based relationships.
  • A logical, supportive, objective, and open-minded thinker.
  • Self-motivated with the ability to drive delivery and results.
Equal Opportunities:

We are an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

About CBRE:

CBRE is the world's leading commercial real estate services firm with offices located around the globe. CBRE currently employs roughly 80,000 people worldwide, with 2,500 working in the UK.

The Company's core services include property sales, leasing and management, facilities and project management, investment management, and research and consulting.

In central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton.

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