Workplace Experience Supervisor

1 day ago

Birmingham, United Kingdom Avison Young Full time

Overview

Our Story

Our small Canadian-born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. Our expansion has been rapid, but what matters most is the common belief that drives all 5,000 of our people to be a different type of real estate organization. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose, to have a positive impact on people’s lives. In short, we are a global commercial real estate advisory firm with a simple aim: for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long-lasting social value and economic impact.

Why Work for Us:

We believe that our industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are all highly respected, but are less important to us than your ability to step up and change the game. We provide you with a place where you can do just that, with like-minded people. Collaboration is embedded in the way we work – our people have the autonomy to collaborate on client relationships, engage teams across the business, lead operations, work collectively on projects, participate in strategy and are ultimately responsible for our growth. Our distinctive Principal-led, privately-owned model puts us in the enviable position of being able to offer every employee the opportunity to own a share of our business and inspires and allows anyone to become a Principal. This role carries voting rights, so our people have a very real say in the future direction and operation of our business. This means that we are able to attract, engage and retain the best talent from the industry.

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 to generate engagement in new and exciting ways, creating advocacy throughout the business.

Placed within the heart of our Avison Young workplace, the role of our Workplace Services Supervisor is pivotal, both in supporting the Birmingham Workplace operation runs at maximum efficiency and effectiveness, ensuring the right level of support to drive strategic change and service enhancement throughout our Occupied Estate. You will provide a centralised service that is continuously progressing in line with both the dynamic workplace requirements of the business and evolving technological opportunity emerging - to push the boundaries of the possible to promote the best office-user experience by understanding the hidden opportunity in the smallest of detail, to surprise and delight all.

You will take ownership of the onsite day-to-day delivery of the Front of House Services in line with Avison Young strategy and expectations, leading by example to coach, support and motivate when necessary to deliver in a fast-paced environment. You will have first line responsibility in ensuring all direct personnel leadership, performance management and development is in place.

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.

Responsibilities

Lead a user focused service experience that is built on the foundations of exceeding expectations Always demonstrate the behaviours set out in the ‘Behaviours Playbook’ Lead in the delivery of all areas of Workplace Services job scope – ensure full understanding of all areas and guaranteeing they are completed to a high standard Ensure adequate resources are in place for every shift, actively preparing for planned absences and ensuring adequate resilience for unplanned absences. Ensure you are on hand to welcome all visitors - utilising the pre-booking / self-serve check options – ensure presence in the client lounge welcome area (. the lift lobby space) is maintained at the appropriate times. Supporting the Regional Office Manager appraisals and development plans for any direct reports utilising Engagedly, regularly reviewing. Implement appropriate improvement plans if performance / conduct is below expectations, ensuring to keep your line manager updated Drive relationships and connectivity with all Ensure all facilities issues and requests are registered with the Central Services Team, providing regular updates to affected business users until resolved – be prepared to chase jobs, documentation Be visible to support with service delivery and oversee the performance of the team Liaise with contractors and suppliers to schedule works, and ensure correct access and escorting (if required) in place and timely delivery of services and / or supplies for reactive tasks is achieved Support the team with resolving any maintenance / cleanliness issues encountered Responsible for completing all Avison Young Health & Safety activity within your space, floor & fire audit checks, first aid kit monitoring, AED checks. In addition to first aid, fire marshal duties and a mental health champion Escalating H&S issues Responsibility for stock management of First Aid equipment Oversee management of all flexible workspace usage Develop an understanding of workplace usage data to create strategic initiative Support with the use and introduction of technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions 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 Organising and scheduling Workplace Wellbeing facilities and events such as headshots, AXA visits. Be an advocate for change, motivating and supporting others with the introduction of new initiatives Utilise technology to drive communication and connectivity with colleagues, offering instant updates and alerts to support smooth working days for them Assist in the management, maintain and update room booking system Assisting with reprographic queries and ensuring the equipment is functioning correctly Contribute with ideas for, and drive the events within the employee experience events calendar Support your Workplace Services Manager with the creation of Toolbox videos for your community Build and maintain a current, working knowledge of all office services policies, procedures, systems and tools in order to provide building users with maximised service information – challenge them constantly Assist with the management of the corporate magazine subscriptions Arrange a photographer session for staff head shot photos adding them to the Who’s Who to ensure complete records Offer input and perspective at team meetings, demonstrating reason and emotional intelligence Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias. Participate and assist with client visits and prospective occupier show rounds To portray yourself as an Ambassador for Avison Young at all times

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Qualifications

Kind, caring and effective leader with the ability to motivate performance from team members Confidence and appropriate manner to deliver difficult conversation when required, not shying away from challenging personnel management Exudes passion for service delivery in their character Has a proactive, motivated, good-natured personality Always communicates in a positive tone Possesses a very customer focused manner, confident in leading delivery of exceptional services in all circumstances and environments Has a passion for technology and opportunity to utilise within service delivery environment Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving Is a change advocate, and has confidence to introduce change within the team Forward thinking, and wants to continuously develop the service and themselves Excellent attention to detail – always seeking to find the hidden opportunity to wow Team player, supports all colleagues to achieve with a ‘One Team’ focus Maintains pride in personal appearance, following any guidelines set by the company Ability to react quickly, and prioritise needs in a fast-paced environment Previous experience within a service delivery environment Previous experience, and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched Ability to demonstrate understanding of, and previous experience of delivering, exceptional service Confident communicator Competent user of Microsoft Office package Fluent written and spoken English This is not a desk-based role; you will be expected to be present and mobile within the floors Some out of hours working may be required to effectively support contractors or internal events

Equal Opportunities

At Avison Young, we’ve always put people at the heart of what we do.
In the last few years, we’ve increased the diversity at our board, leadership and Principal levels. Avison Young stands out for our commitment to empowering women. In addition to increasing the number of women on our board and in our leadership ranks, our internal Women’s Network of more than 500 members come together for networking and learning, and advise the business on strategies for promoting access, opportunity and inclusion in our industry.
Our global DEI steering committee shapes our strategy to continue to increase industry access for underrepresented groups and accelerating initiatives led by our employee resource groups, including our Women’s Network, Black Professionals and LGBTQ+ groups. In addition to leading global initiatives, the steering committee’s work examines our policies and practices, creating accountability for results and communicating progress to our executive leadership, our clients and our communities.

Our culture is underpinned by our approach to diversity, inclusion, and well-being. We are committed to building an inclusive culture that:

empowers all our employees to thrive, reflects all backgrounds and talents, allows individuals to be successful and feel a sense of belonging, and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers.

As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or you are eligible under the Disability Confident Scheme please contact us at 

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