Head of Workplace Services

**Duties/Responsibilities**: **Job Purpose**: To provide operational excellence ensuring the successful delivery of contracted FM activities to the workplace on the Account, ensuring cost effective and timely delivery of all contractual obligations and service provision, including but not limited to Workplace managers, catering, cleaning, front of house, logistics, waste management and security. As an experienced leader, the role holder will develop and implement business and operational efficiencies through process improvements and innovation, ensuring quality and safety are the primary drivers. Accountable for delivery of services via a mix of in house and strategic partners Responsible for managing the workplace strategy across the Account and provide key point of client liaison for all workplace service interfaces. Ownership for the new workplace app, AXIS, this will be made available appropriately to enhance working experience across the account and providing better organisation supportive of tailored experience, enhanced customer journey and realising the customer’s corporate identity. **Duties / Responsibilities**: - Responsible for delivering workplace services across the contract - Responsible for managing 7 service stream managers including self-delivery teams of; cleaners, security, front of house and workplace - Responsible for the management of the catering, logistics and waste services delivered by strategic partners. - Advise clients for how to get the most from their workplace, drawing on latest industry thinking and wider EMCOR UK capabilities to guide and advise on how to make their places of work the best location for employees to carry out their work. - Process large data sources to draw insights that assist the Customer to understand how their properties support people in their work. - Lead conversations and process to understand how the workplace is supporting the business. Inquisitive to bring new insights and solving problems using your experience, relationships, and analytical abilities. - Proactive bringing new insights to help direct and influence Real Estate decisions. - Assist in developing Workplace Experience as a service, implementing robust processes, technology, and insights to assist with understanding, update and improve workplace experience - Implement technical innovations and liaise on change management initiatives - Liaise with supply chain consultants and be responsible for management of these relationships in the delivery of customer projects - Ensure that all operational activities are conducted in accordance with standard EMCOR UK policies and procedures; in particular: - Wellbeing, Sustainability and Assurance (inc Health, Safety, Quality and the Environment - Financial Reporting - Commercial and legislative - HR and employee welfare - EMCOR Standards of Conduct and Code of Ethics - Develop an organisational culture, which reflects both the Customer & EMCOR UK Brand and core values of the business, such that a positive employee relations climate and working environment of continuous improvement is created in order to drive demonstrable value to the client and make life easier for all - Continuously improve the customer experience through raising awareness and engagement across EMCOR UK teams of great customer service, raising standards, and one team ethos and customer satisfaction levels. - Support the delivery of a seamless customer experience. Bringing the latest trends, inspiration and thinking to our workplace design, customer experience and engagement through observing the workplace environment and culture, identify opportunities which improve the experience across the operation and key customer touchpoints - To actively and positively promote the image EMCOR UK at all times and to maintain good working relationships with clients, suppliers and other external parties. **Person Specification**: - Creativity in approach, inquisitive mind seeking opportunity to continuous expand understanding of workplace improvements and customer journey. - Excellent understanding of soft services delivery and innovation. - Advocate of the latest workplace research, ideas for workplace of the future within AWE; space and ability to share knowledge / best practice. - Strong interpersonal skills and able to build strong relationships with senior stakeholders. - Comfortable and confident in the presence of and interviewing of senior level management. - Demonstrable experience of liaising with customers, consultants, and suppliers. - Takes ownership, accountability and demonstrates commitment, loyalty, and flexibility. - Capable of receiving customer/user feedback. Maintain a balanced, inclusive, and impartial conversation. - Demonstrate excellent coordination skills with ability to multi-task and set priorities with tight timelines and high client stakeholder expectations. - Brand ambassador" mind-set and "service to the business" way of thinking. - Ability to solve prob