Workplace Experience Specialist

7 days ago

London, Greater London, United Kingdom PROception Full time
About the Role

We are seeking a highly skilled and experienced Community Experience Manager to join our team at PROception. As a key member of our Customer Experience Services Team, you will play a vital role in delivering a market-leading fully managed workplace experience that exceeds our customers' expectations.

Key Responsibilities
  • Customer Focus: Establish and maintain effective customer relationships, dedicated to understanding customer requirements and meeting customer expectations.
  • Decision Making: Make good and accurate decisions that are valued when judged over time.
  • Courage and Resilience: Remain calm and positive under pressure, positively influencing situations and recovering well from setbacks.
  • Relationship Building: Promote a culture of collaboration and teamwork, building constructive and effective relationships with stakeholders.
  • Curiosity and Innovation: Encourage new ideas and approaches, taking calculated risks to drive business growth and improvement.
  • Accountability and Ownership: Take personal responsibility for issues or opportunities, ensuring they are resolved and capitalized upon.
  • Tenacity: Drive results and see things through, eliminating roadblocks and focusing on key priorities.
Key Objectives
  • Responsible for the customer and workplace experience.
  • Responsible for day-to-day management of your fully managed GPE workplace.
Customer and Workplace Experience
  • Support the Customer Experience Manager with the day-to-day running of the site.
  • Responsible for delivering a premium, proactive, and enjoyable workplace experience to customers.
  • Lead by example, delivering a professional, fun, and focused service that aims to achieve customer retention, advocacy, and acquisition.
  • Position GPE as a partner of choice for our customers.
  • Ensure our amenity spaces remain fit for purpose and deliver an exceptional user experience.
  • Strengthen relationships with customers by proactively engaging with them, understanding their needs, and using anecdotal feedback to shape their experience with GPE.
  • Support customer onboarding and offboarding, ensuring a smooth transition throughout.
  • Lead on customer events, aligning with GPE's values and strategic objectives.
  • Proactively utilize our helpdesk systems to log and monitor ongoing issues and jobs.
Financial Management
  • Responsibility for the management of our events and amenity space spend, ensuring alignment with the relevant budget.
  • Regular reporting to the Customer Experience Manager on budget performance against forecast.
Commercial Planning, Sustainability, and Wellness
  • Work in partnership with the GPE Customer Experience Manager, contributing to the strategy for your workplace, ensuring alignment with our customer and commercial objectives.
  • Proactively identify opportunities for innovation to elevate our current offering.
  • Understand and promote additional services and opportunities that GPE could potentially offer customers.
  • Work with local communities and partners to identify opportunities to provide a platform for enterprises that align with our business objectives.
Workplace Management
  • Ensure our amenity spaces, meeting rooms, and phone booths are clean, healthy, safe, and secure.
  • Carry out regular on-floor checks, ensuring all areas are in order and meet standards.
  • Support with mobilization on new floors and buildings.
  • Use your knowledge and experience to generate ideas and innovations that create exceptional workplaces and experiences for our customers.
  • Responsible for ensuring that the spaces we deliver allow our customers to feel more effective and successful in achieving their own business objectives with us.
  • Ensure any customer feedback received is captured and fed back into the wider business.
Service Partner Management
  • Responsible for managing the day-to-day delivery of all services, including housekeeping, maintenance, catering, and security, liaising with relevant team members to ensure standards are continuously set, discussed, and maintained.
  • Indirect management of any site-based service partners.
  • Supporting the Customer Experience Manager to ensure all service partners are regularly reviewed and that SLAs are being proactively managed and reported on.
Decision-making

The role will have responsibility for making day-to-day decisions with guidance from the Customer Experience Manager relating to the customer and workplace experience and service delivery within the asset(s) you are responsible for. These decisions could include (but are not limited to) people, health and safety, finances, sustainability targets, technical delivery, service partner performance, and workplace experience.

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