Overview
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.
Responsibilities
* 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
* Manage all stationery and printer hub requirements, ordering stock, replenishing and maintaining the highest of standards
* Support with post and parcel management where required
* Support the client with both remote & on-site employee DSE assessments
* Utilise technology to drive communication and connectivity with employees, offering instant updates and alerts to support smooth working days for them
* Take part in user and stakeholder’s engagement meetings where appropriate
* Surprise and Delight – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely
* Contribute with ideas for, and drive the employee experience events calendar
* Act as a remote worker social engagement champion
* Support your FOHEM with the creation of Toolbox videos for your community to showcase services
* Ensure all visitors utilising the self-serve check in are welcomed immediately after receiving the alert to notify their arrival – where possible and pre-booking is utilised, ensure presence in the client lounge at the appropriate times
* Look after any waiting visitors with care and attention, taking coats, making beverages, escorting to rooms etc, acting as an Ambassador for, and until they are collected by, their host
* Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with maximised service information – challenge them constantly
* Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
* Offer input into the monthly report, delivering allocated sections within the requested timeframe
* Take an active role in the ‘Champions’ group meetings that you are assigned to, acting as the community representative when present and delivering back relevant information gained to your teammates
* Take an active role in training and supporting new colleagues through their induction period
* Attend training courses as required, actively seeking to introduce learnings into everyday service
* Take charge of your own development, actively contributing to appraisals and seeking training opportunity
* 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
Person Specifications
* 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 delivering 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
* 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
Desired Knowledge, Skills and Experience
* 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
Equal Opportunities
At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunity employer, and is committed to treating all its employees and job applicants equally. If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.
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