Workplace Experience Lead

**Workplace Experience Lead**

**Job ID**
- 210088

**Posted**
- 10-Mar-2025

**Service line**
- GWS Segment

**Role type**
- Full-time

**Areas of Interest**

Facilities Management

**Location(s)**

Birmingham - England - United Kingdom of Great Britain and Northern Ireland
- Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture and our aim for this account is to deliver an exceptional service to BT.

Our BT Workplace team provide a full range of building maintenance services to their 7,000 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

**The role: Workplace Experience Lead**

The purpose of our Workplace Experience Lead role is to act as the catalyst in delivering, as an individual and through their team, an exceptional workplace experience and is focused on the entire workplace journey for our colleagues and clients alike. It’s about detail, best practice, knowing what good looks like and then raising the bar.

Developing and driving an enhanced culture of service excellence within the client location in order to enhance the brand to internal and external stakeholders. Monitor successes of the workplace experience and positively shape and adjust to meet the client’s needs then proactively anticipate all stages of the customer journey.

Key responsibilities are as follows:

- To ensure the smooth management of all services within the designated BT building and to ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries and exceed expectations in all areas of the client facing operations.
- Deliver exceptional integrated facilities management service across FoH/Reception and lead the team to collectively; meet and greet, room set-up, replenish consumables, ensure vending is stocked, monitor cleaning standards, reception desk cover over breaks and holidays, escalations to landlord, manage BT waste, car parking - management of BT spaces, provide site passes and inductions to BT colleagues, Wayfinding screens updated, capture faults and log on landlords system and act as a host checking whether colleagues/customers need any help.
- To manage and ensure a world-class Front of House service to welcome clients, visitors, colleagues and business partners during the agreed operating hours.
- To build relationships with clients - staying close to their work-related needs and to arrange meetings as required to showcase new/innovative service improvements.
- An understanding of finance and management of P&L for the operations, to support the manager and ensuring a cost-efficient service in all areas (without impeding the client experience).
- To ensure that the hosts are fulfilling their ‘floor manager/ambassador’ responsibilities; ensuring that internal meeting rooms, printing bays, kitchen & client/colleague areas, bathrooms are fully functioning, clean, tidy and well cared for - consistently across the building. Thereby enabling building users to focus on their core business.
- Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward.

Person Specification:

- Previous FM / workplace experience, ideally in a customer experience role with events/hospitality
- Excellent motivational and influencing skills, with high levels or personal integrity.
- Ability to balance strategic thinking with tactical delivery for client satisfaction.
- High degree and knowledge reference of Health and Safety legislation.
- Able to demonstrate an empowering and inspiring leadership style.
- Excellent communication and customer service skills with a high level of attention to detail.
- Ability to seek out opportunities for continuous improvement and portray vision, values and passion.