The Workplace Experience Manager will act as the primary point of contact for all operational and logistical inquiries within NESO and will be responsible for the daily planning and operation of the NESO portfolio.
To manage and train the teams to deliver a front of house service, within all company policies, procedures and contract service level agreements. To champion best practice across all departments within the site and act as the driver for change in pursuit of continuous improvement.
To safely manage all daily activities and to work effectively and adhere to all company and local procedures and instructions.
Main duties
* Manage the front of house team.
* To work collaboratively with the other Mitie managers in a one team approach across all services.
* To motivate, develop and train the team to provide best-in-class, front of house services, seamlessly integrated together.
* Reporting to Account Manager on service level, gaps in delivery, continuous improvement, occupancy, HR issues, payroll tracker and other ad-hoc reports.
* To provide support to the Account manager and act as point of contact.
* To ensure safety is the number one priority for yourself and all team members.
* To ensure the highest level of customer service and operational standards are always adhered to.
* To actively engage with key stakeholders; effectively managing expectations; understanding customer requirements; gathering and responding to feedback.
* Taking ownership by demonstrating a can-do attitude towards individual customer requests and strive to exceed customer expectations.
* Ensure that customer complaints are promptly dealt with, and action taken to prevent reoccurrence.
* Educate by providing all the information staff and visitors require to operate effectively. This will include providing guidance on the protocols, DSE and the operation of all equipment.
* Effectively communicate the principles of the workspace.
* To be polite, professional and friendly at all times with customers, clients and colleagues.