Workplace Experience Coordinator

3 weeks ago

Brighton, Brighton and Hove, United Kingdom CBRE Full time
About the Role

We are seeking a highly skilled and motivated Workplace Experience Coordinator to join our team in Brighton. As a key member of our Global Workplace Solutions team, you will be responsible for providing exceptional customer service and ensuring a seamless experience for our clients.

Key Responsibilities
  • Client Relationship Management: Develop and maintain strong relationships with our clients, providing a professional and engaging first point of contact for any operational queries or issues.
  • Facilities Management: Proactively support and deliver a collaborative and cooperative environment across all vendors and floors, ensuring a five-star standard is maintained at all times.
  • Vendor Interface: Act as the interface between all vendor operatives who provide on-floor services, ensuring a seamless service delivery and resolving any issues promptly.
  • Quality Assurance: Continuously monitor and audit designated client areas, including office floors and non-bookable meeting rooms, to ensure they are 'fit for business'.
  • Issue Management: Carry out inspections, record and report issues and defects to the facilities helpdesk, and maintain ownership of all issues in conjunction with the wider FM team.
  • Service Delivery: Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner, promptly resolving all daily client requests.
  • Health and Safety: Report hazards and safety observations through the CBRE myHSE system in a timely fashion and work closely with the health and safety vendor to conduct regular inspections.
  • Community Engagement: 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.
  • Community Activities: Manage community activities, such as the kitchen table area, divisional updates, training sessions, community whiteboard, and socials, ensuring the kitchen table area is kept clean and tidy at all times.
  • Change Management: Recruit and engage with change champions and floor stakeholders on the rollout of new initiatives and scheduled/minuted meetings to be carried out on a monthly/quarterly basis.
  • Desk Management: Liaise with stakeholders on what desks are not clear the previous day to encourage improvement, observation reporting on vacant desks, and proactively report on any maintenance issues to the CRS Helpdesk.
  • AV Support: Report on any known AV issues to Multimedia services and perform locker set/reset tasks.
  • Facilities Management: Liaise with the Facilities Management team and escalate where required, participate in welcome workshops, and provide innovation and suggestions to enhance service delivery.
Requirements
  • Reliability and Conscientiousness: A reliable and conscientious worker willing to learn and develop new skills and adapt to new working environments.
  • Administrative Skills: Good administrative skills, well-organized, and good prioritization and planning skills.
  • Service Orientation: A service-oriented attitude combined with innovative thinking and the willingness to learn more about FM.
  • Communication Skills: Self-motivated and resourceful with good written and verbal communication skills, IT literate with strong experience of working with Microsoft Word, Excel, Outlook, and PowerPoint software.
  • Customer Service Background: A strong customer service background with previous experience, ability to prioritize workload to effectively meet deadlines, and passionate about customer service and keen to develop FM knowledge.
  • Attention to Detail: An acute eye for detail and service standards with excellent communication and influence skills (written and verbal).
  • Diplomacy: Diplomacy in a demanding, fast-moving customer-focused environment.

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