Workplace Experience Ambassador

**Job Title**

Workplace Experience Ambassador
- **working 16 hours per week, every Thursday and Friday.**

**Location**

7 Norfolk Street, Manchester

**Reports To**

Regional Workplace Experience Manager

**Overall Purpose of Job**

As we move into a new era of ‘work life’, experience is everything. With hybrid working now more in scope than ever, the concept of the workplace becoming an ‘experience destination’ in itself, gives us the unique opportunity to evolve our established service solution and drive an enhanced offer that generates engagement in new and exciting ways, creating advocacy throughout the business.

Placed within the heart of our client’s business, our Workplace Ambassadors play a key role in activating and maximising the opportunity available to facilitate a modern, flexible workplace experience for the workforce. The ability to connect and engage with our customers in a variety of ways outside of the traditional receptionist duties make our service delivery roles attractive to those with a passion for service running through them.

You will own the relationships with our colleagues and visitors, both in the office and those working remotely. You will be responsible for ensuring everyone receives a tailored, exceptional user experience. You will own the flexible working spaces, driving use whilst ensuring they are fit for purpose. You will be the ‘go to’ solution provider for everything; the trouble-shooter, the fixer - the all-round ‘experience architect’. You will promote the use of technology to provide enhanced and effective workplace experience, communications and updates, drive networking and collaboration opportunity, and ensure those working remotely feel as valued and looked after as if they were physically present in the office. We want you to push the boundaries of the possible as you seek to provide the best user experience, finding the hidden opportunity to surprise and delight all.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos.

**Main Duties, Responsibilities & Accountabilities**
- Provide a user focused service experience that is built on the foundations of exceeding expectations
- Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
- Continuously drive relationships and connectivity with all to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
- Utilise your position to gather and introduce continuous experience enhancing proposals
- Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
- Conduct regular workplace cleanliness and condition audits, resolving or escalating issues encountered
- Responsible for adhering to all health and safety safe systems of work activity within your space, including Risk Assessments, manual handling, floor & fire exits checks, first aid and fire marshal duties and mental health champion (where applicable)
- Own and manage all flexible workspace usage, providing support and guidance for all to the ‘New ways of working’
- Oversee utilisation of the flexible space, understanding hot demand spaces and underutilised spaces, seeking employee feedback, and providing updates to the FOHEM
- Promote and support the business with the use of technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions
- Promote the benefits of pre-booking visitors, and assist with pre-arrival confirmation information and facilitate any pre-arrival services required by our visitors or employees
- Proactive IT support and set up, both in person and remotely
- Proactive room management and set up, seeking appropriate support from the business as required
- View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
- Take an active role in understanding subsequent challenges / complaints and contribute to the implementation of long-term solutions to eradicate
- Seek information from the business to take ownership (where possible/appropriate) of new starter’s first day arrival journey, building & services inductions - inject the WOW into that first impression of the company on behalf of the business
- Be an advocate for change, motivating and supporting others with the introduction of new initiatives
- Act as a commute to work champion, supporting active commuting where applicable
- Support with accident & incident reporting
- Manage all vending areas, kitchens and pantries, replenishing and maintaining the highest of standards
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