At Sodexo, we're passionate about delivering exceptional service and creating meaningful experiences for our clients, customers, and employees. We are currently seeking a dedicated and dynamic Head of Workplace Experience to join our team in Cambridge CB2 0AA and play a key role in driving excellence and innovation.
About the Role
Leadership and Team Coordination
Lead and direct teams responsible for customer service, visitor experience, and employee engagement, ensuring cohesive collaboration for exceptional service delivery. Oversee service staffing levels, address HR issues promptly, and ensure training plans and schedules are implemented for all team members.
Client and Stakeholder Management
Act as the senior escalation point for facilities-related queries, including reception, meeting room technology, hospitality, and office support. Represent the senior management team at client meetings, maintaining strong relationships and ensuring contractual specifications and KPIs are exceeded.
Operational Excellence
Develop and improve Standard Operating Procedures for all teams, continuously reviewing operational standards to meet client expectations and align with company policies. Collaborate with the Operations Manager on proposals for workplace expansions, amendments, or new services.
Service Delivery and Continuous Improvement
Monitor and analyze customer feedback, communicate results to teams, and implement improvement actions. Ensure all staff and public areas are clean, safe, and well-maintained, promptly addressing hazards and maintenance issues.
Training, Development, and Culture
Motivate and coach team members through regular 1:1s, bi-weekly reviews, and daily team huddles. Identify and nurture talent within the team, ensuring succession plans are in place and fostering a supportive culture of continuous improvement.
Financial Acumen
Proven ability to gather, interpret, and utilize financial information and data to inform and support effective business decisions.
Interpersonal and Communication Skills
Excellent interpersonal abilities to build and maintain long-term relationships with customers and clients at all levels.
Planning and Organizational Expertise
Strong planning and organizational skills to manage multiple workloads and shifting priorities while consistently meeting deadlines.
Leadership and Team Development
Demonstrated leadership skills in managing diverse teams, fostering a positive working culture, and holding team members accountable to high performance standards.
Customer and Visitor Experience
Extensive experience in developing and implementing visitor/guest experience strategies, with a deep understanding of exceptional customer engagement.
A competitive salary and benefits package. Opportunities for professional growth and development. A supportive and inclusive work environment. The chance to make a difference in [specific impact area, e.g., client satisfaction, sustainability, or operational excellence].
What we offer:
Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we also offer a range of resources, rewards and benefits for our colleagues and their families:
1. Unlimited access to an online platform offering mental health and wellbeing support.
2. An Employee Assistance Programme to help with everyday issues or larger problems where you may need additional support, including legal and financial advice, support with work related issues or personal issues such as bereavement.
3. Access to a 24hr virtual GP Service.
4. The Sodexo Discounts Scheme, offering great deals 24/7 (also open to friends and family).
5. Save for your future by becoming a member of the Mercer Aspire Pension Plan.
6. Opportunities to enable colleagues to grow and succeed throughout their career at Sodexo, including a variety of learning and development tools.
7. Bike to Work Scheme to help colleagues to do their bit for the environment whilst keeping fit.
Ready to be part of something greater? Apply today and start your journey with Sodexo!
Friendly customers. Vibrant communities. Exciting careers.
Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications.
Package Description
Head of Workplace Experience
Monday - Friday
40 hours per week
Competitive Salary with Excellent Benefits
About The Company
At Sodexo, our purpose is to create a better every day for everyone to build a better life for all. As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On-Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.
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