Workplace Manager

Job OverviewYou will implement the agreed security, colleague engagement and workplace strategy, and drive service improvements that create a memorable and lasting experience to all building users. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our brand to life for the client. You will take full ownership of clients working environment and colleague/customer touchpoints and maintain consistently high standards across all integrated FM services.

-Own the colleague experience service delivery, providing an exceptional service experience for all internal and external customers visiting or working within the building.

-Own service delivery across visitor and reception management, meeting rooms, car parking, exec suites, events and room bookings, 'Workplace Hubs', security and any other services linked to the colleague experience of utilising the workspace.

-Manage, recruit, train and coach a diverse team of individuals across Security and Front of House and Workplace to drive a proactive personalised service across the building

-Consult with our clients, colleagues, and visitors, to improve their on site experience - manage service NPS to identify and map action plans to improve the experience

-Line management and supervision of the experience teams within the building

-Utilise a "hands on" approach whilst maintaining a strategic eye for the development of the business, and team members.

-Mobilisation and management of a Workplace Hub; a one stop shop location for colleagues to receive "in the moment workplace support"

-Support the site Facilities Manager to deliver our contractual service requirements and act as the link between FM and visitor experience, and be SPOC for all building related issues

-Demonstrate a high level of leadership in overseeing the building user experience and ensuring continuous customer satisfaction.

-To ensure the working areas are setup and working as intended, to ensure colleagues and visitors are setup for success and can be productive whilst on site

-Proactively identity improvement opportunities regarding processes and operational delivery and own the change management path to deliver the change.

Main Duties

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-To recruit, develop and train a highly motivated team who deliver an experience that sets us apart from our competitors and the high street.

-Deliver regular team meetings to ensure team are up to date, motivated, and involved

-Ensure the workplace teams are fully trained in preparing meeting rooms/office spaces for a range of uses, including setting out, removal and storage of furniture and equipment

-Work across different service points in the building and be fully versed as to the service requirements of each area

Experience

-Daily ownership of the experiential touchpoint journey, ensuring all colleague and client facing areas and service teams are delivering an experience in line with agreed standards

-To be present and act as a point of contact for high profile events, visits, and activities

-Act as the SPOC (single point of contact) for all building users, and the service team, including attending agreed meetings and compiling agreed reports

-Regular floor walks, engaging with colleagues at their desks, proactively identifying and logging faults

-Proactively nudge colleagues to support adoption of required building behavioural habits and etiquette standards

-Build and maintain local area knowledge, to make informed dining, shopping, and travel recommendations to colleague and visitors

-Manage meeting rooms

Process

-Complete regular audits and floor walks to identify challenges and opportunities, and deploy improvement mechanisms

-Drive improvements in site service delivery and ensuring ongoing management, adoption and compliance of new client processes and services

-Prepare and issue comms and updates via email / other approved means

-Manage the team to ensure site procedures are followed, including but not limited to building pass requests, signing in and out of contractors, loading bay and CCTV control room.

-Carry out nightly audits of the visitor and contractor passes and noting any not returned.

-Generate daily security reports and send to the relevant people.

-To monitor all electronic security systems including building alarms, CCTV and access control and be competent in their operation.

-To immediately report any systems malfunction.

Internal

-To compile finance summaries and reports, on time

-Ensure all service teams are presentable and demonstrating the Mitie values every day

-Deploy prescribed customer experience training programme to your team, aligned to Client values and culture

-To resolve any feedback escalations, relating to the service provided by our team

-To maintain accurate and up to date personnel files including working hours, payroll, training, and development records in line with contractual requirements

-Ensure team's personal objective goals are linked to business vison and strategy, facilitating and supporting development needs of the team

-To actively build relationships with other partners and suppliers, to ensure we are constantly innovating and operating as One-Mitie

-Be a champion for diversity and inclusion on site

-Act in accordance with health and safety, and manual handling procedures as per training

-Provision of any other services and activities commensurate to the needs of the business

Planning

-Work closely with the wider workplace team to understand projected occupancy flows, building works, events and activities taking place each day

-Manage the stock control and provision of colleague resource areas, such as: stationary and print hubs, and other resource areas

Partnership

-Work alongside the wider workplace team to deliver service and experiences that are the talk of the buildings

Service

-Respond to First Aid and Security incidents

-Provide support: first fix IT/AV, "at desk" queries, wayfinding guidance, building tours

What we are looking forYou are a knowledgeable customer experience professional who is skilled with face to face interaction and delivering the most amazing service. We seek people with the following skills and experience:

-Proven tack record of comparable leadership experience over several years in either high end hotels, members clubs, or modern workplaces

-Proactive, organised and meticulous - passionate about Customer Experience

-Excellent project and time management skills

-Demonstrable experience transforming service delivery to meet new and improved standards

-A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey

-Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team

-Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers

-Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence

-Immaculate grooming, personal presentation and sense of style

-Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.

-Must be highly proficient in Outlook, Word, Teams, and Chrome

-Competent using visitor and space management tools, such as Condeco, ProxyClick, etc

-Inspirational leader

-Knowledgeable and approachable - Highly visible, always available and obvious go to person

-Memorable and hospitality first, connected to the experts for everything else

-High profile, professional, friendly and attentive

-Connected, calm and in control

-Point of contact for visitors to the Exec team, delivering an exceptional experience

-Anticipate the needs of visitors & colleagues