Workplace Training Manager

London - England - United Kingdom of Great Britain and Northern Ireland

As the Training Specialist for Experience and Culture, you will be the driving force behind cultivating a world-class service culture within our operational teams. You will design, deliver, and manage a high-impact soft skills training programme focused on hospitality, user experience and service excellence. You will own the complete training lifecycle, conducting needs assessments, delivering impactful sessions and continuous evaluation of the programme's effectiveness, ensuring our teams are customer-centric and inspired to create moments of delight each day.

You will be a hands-on culture ambassador, promoting a "one team" approach and driving team engagement through creative and meaningful initiatives, in line with our client's values. You will work directly with onsite managers and operational teams to embed cultural strategies, fostering a collaborative, friendly, fun, and safe environment. By championing consistent, seamless service and effective collaboration across all teams, you will drive amazing outcomes each day.

Training and Development

• Own the complete training lifecycle for all experience-related curricula, including conducting needs assessments to identify gaps and development opportunities across the FM team
• Design and co-develop a high-impact soft skills training programme focused on hospitality, user experience and service excellence, utilising a blended approach (in-person workshops, e-learning modules, on-the-job coaching, learning materials etc.)
• Ensure all training content promotes a user-first mindset, translating service standards into practical behaviours that inspire operational teams to consistently create moments of delight
• Establish clear metrics and methods for evaluating the effectiveness and ROI of all training initiatives
• Measure programme effectiveness using feedback mechanisms for continuous development and refinement

Cultural Strategy

• Accountable for locations across EMEA
• Act as a visible Culture Ambassador to drive the adoption and embedment of cultural strategies focused on hospitality, service excellence, and professional behaviour across the entire FM function
• Champion a unified "one team" approach by actively collaborating effectively across different departmental and managerial teams to ensure a consistent and seamless service experience for all stakeholders
• Contribute to the development and communication of cultural frameworks and values, ensuring they are understood, embraced, and lived out by every team member

People

• Actively support and cultivate a collaborative, friendly, safe, and fun work environment, understanding that harmonious teams, working safely, are the foundation for innovation and high productivity.
• Identify and celebrate team successes and best practices related to service and culture, reinforcing positive behaviours across the organisation.
• Monitor service delivery outcomes and team engagement, using insights to proactively address potential cultural or skill barriers, and continuously pursuing amazing outcomes each day
• Manage multiple stakeholders across EMEA through clear and effective communication
• Active engagement in CBRE's Performance Management cycle, creating and engaging in your own self development plan

Project and Programmes

• All our programmes have measures that help us to show the benefit of the transformations we are making. You will be required to take part in Programme & Transformative activities.

Quality, Health, Safety and Environment

• It is the overall objective for all of our roles to participate in creating and enhancing our safety culture
• Log quality hazards and ensure resulting actions are closed out. This helps make our spaces safer and improves the safety culture
• As with all of our team, you are required to report all accidents, occupational illnesses and emergencies

Undertake all other duties & tasks as reasonably requested by your line manager.

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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Service line:
GWS Segment