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Workplace Experience Manager
Job ID: 176679
Posted: 21-Jul-2024
Service line: GWS Segment
Role type: Full-time
Areas of Interest: Facilities Management
Location(s): Dundee - Scotland - United Kingdom
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 provides 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.
We encourage new ways of working, driving innovation, whilst always living to our RISE values: Respect, Integrity, Service, Excellence.
The role: Workplace Experience Manager (WEM)
The purpose of our Workplace Experience Manager role is to act as the key 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.
Key responsibilities are as follows:
1. Ensure the smooth management of all services within the designated BT building and ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries.
2. Deliver exceptional integrated facilities management service across FoH/Reception and lead the team in various tasks including meet and greet, room set-up, replenishing consumables, and monitoring cleaning standards.
3. Provide leadership to ensure that contractual commitments are met and exceeded.
4. Understand finance and management of P&L for the operations, ensuring a cost-efficient service.
5. Work alongside strategic partners to ensure a comprehensive client experience combined with enhanced service delivery.
6. Manage and ensure a world-class Front of House service to welcome clients, visitors, colleagues, and business partners.
7. Ensure hosts fulfill their 'floor manager/ambassador' responsibilities, ensuring all areas are clean and well cared for.
8. Build relationships with Senior BT clients and arrange meetings to showcase new service improvements.
9. Communicate effectively and appropriately using verbal and written channels.
10. Collaborate with other managers on the BT account to ensure best practices are followed.
11. Ensure contract review, audit, and control systems meet commitments.
12. Maintain effective relationships with customer contacts and CFUs.
13. Build a robust succession plan for the building.
14. Provide leadership guidance, advice, coaching, and support.
15. Develop an exceptional partnership with ISS and PF&S colleagues.
Person Specification:
1. Previous facilities management experience, ideally in a customer experience role with events/hospitality experience.
2. Excellent motivational and influencing skills, with high levels of personal integrity.
3. Organised, able to prioritise and deliver within high-pressure environments.
4. Ability to balance strategic thinking with tactical delivery for client satisfaction.
5. High degree of knowledge of Health and Safety legislation.
6. Experienced Workplace Experience Manager.
7. Ability to manage conflict and crisis situations with diplomacy.
8. Demonstrate an empowering and inspiring leadership style.
9. Excellent communication and customer service skills with attention to detail.
10. Seek out opportunities for continuous improvement and portray vision, values, and passion.
Our mission: To build a world-class business through exceptional service and exceptional people.
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