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 provide 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 Lead (WEL) The purpose of our Workplace Experience Lead role is to act as the 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. Its about detail, best practice, knowing what good looks like and then raising the bar. Developing and driving an enhanced culture of service excellence within the client location in order to enhance the brand to internal and external stakeholders. Monitor successes of the workplace experience and positively shape and adjust to meet the clients needs then proactively anticipate all stages of the customer journey. Supporting the Workplace Manager in providing daily leadership, management and development of the agreed CBRE contract with BT. Ensuring financial and operational commitments are met and exceeded across the site. This role reports into the Workplace Contract Manager. Key responsibilities are as follows: To ensure the smooth management of all services within the designated BT building and to ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries and exceed expectations in all areas of the client facing operations. Deliver exceptional integrated facilities management service across FoH/Reception and lead the team to collectively; meet and greet, room set-up, replenish consumables, ensure vending is stocked, monitor cleaning standards, reception desk cover over breaks and holidays, escalations to landlord, manage BT waste, car parking management of BT spaces, provide site passes and inductions to BT colleagues, Wayfinding screens updated, capture faults and log on landlords system and act as a host checking whether colleagues/customers need any help. An understanding of finance and management of P&L for the operations, to support the manager and ensuring a cost-efficient service in all areas (without impeding the client experience). To work alongside the strategic partners to ensure a comprehensive client experience combined with an enhanced service delivery. To manage and ensure a world-class Front of House service to welcome clients, visitors, colleagues and business partners during the agreed operating hours. To ensure that the hosts are fulfilling their floor manager/ambassador responsibilities; ensuring that internal meeting rooms, printing bays, kitchen & client/colleague areas, bathrooms are fully functioning, clean, tidy and well cared for consistently across the building. Thereby enabling building users to focus on their core business. To ensure there is a pleasant and positive working environment for BT business users with hosts who are available and accessible within the building. To build relationships with Senior BT clients staying close to their work-related needs and to arrange meetings as required to showcase new/innovative service improvements. To be proactively visible in all areas of the building (client and colleague space). To communicate effectively and appropriately using verbal and written channels in both proactive and reactive instances with colleagues, clients the client experience team and all other stakeholders Working with other managers on the BT account and within your Business Unit to ensure collaborative development of the business, effective teamworking, and best practice ensuring national consistency. Ensure appropriate contract review, audit and control systems to ensure statutory, policy and contractual commitments are met Ensuring a customer focus within all areas of operational activities, and that effective relationships are maintained with customer contacts and CFUs. Build a robust succession plan for the building, using management development programmes and local development activities to ensure ready and able candidates are available at all times. Provision of leadership guidance, advice, coaching and direct support, where required to deliver best practice selection, training, assessment and recognition/reward. Develop an exceptional partnership with suppliers and PF&S colleagues to deliver and improve appropriate workplace environments collaboratively. Person Specification: Previous facilities management experience, ideally in a customer experience role with events/hospitality experience. Excellent motivational and influencing skills, with high levels or personal integrity. Organised, able to prioritise and deliver within high pressure, business critical environments. Ability to balance strategic thinking with tactical delivery for client satisfaction. High degree and knowledge reference of Health and Safety legislation. Ability to manage conflict and crisis situations effectively with diplomacy and sensitivity. Able to demonstrate an empowering and inspiring leadership style. Excellent communication and customer service skills with a high level of attention to detail. Ability to seek out opportunities for continuous improvement and portray vision, values and passion. QUALIFICATIONS HS Diploma or GED required or equivalent combination of education and experience (equivalent work experience 2 years experience for every year of higher-level education). Bachelor's degree (BA/BS) or other relevant vocational training preferred. Minimum of 8 years of related experience, with 3 of those in management or supervisory capacities preferred (e.g. Front of House Manager, Lead Concierge, Hospitality, Rooms Manager, Experience Manager or Event Manager). Prior supervisory & customer service experience is highly preferred. Ability to comprehend, analyze, and interpret the most complex business documents. Ability to respond effectively to the most sensitive issues. Ability to write reports, manuals, speeches, and articles using distinctive style. Ability to make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups. Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action. Comfortable meeting and engaging with new people. Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help. Utilize a high level of attention to detail as well as strong interpersonal skills. Have a positive attitude and a strong sense of urgency in resolving any issues that may arise. Requires in-depth knowledge of financial terms and principles. Ability to calculate complex figures. Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports. Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills with proven experience in developing strategic solutions for a growing matrix-based multi-industry sales environment. Draws upon the analysis of others and makes recommendations that have a direct impact on the company. Proficient with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools, such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. Ability to work flexible work schedules based on office needs. Strong problem-solving skills. Highly adaptable and flexible. Ability to work independently with little supervision. Ability to work requiring significant walking or through other means of mobility. Ability to work in a standing position for long periods of time. Ability to reach, bend, stoop, push and/or pull and frequently lift to 20 lbs. and occasionally lift/move up to 40 lbs. SCOPE OF RESPONSIBILITY Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines. Errors in judgment may cause mid-term impact to co-workers, supervisor, department and/or line of business. SAFETY Responsible for personal safety and the safety of those who are affected by your work. This includes but is not limited to: Complete at a satisfactory level all required and assigned HSE training. Follow all activity policies and procedures, including all HSE related requirements at all times. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. Report any condition which you feel could result in an accident or injury and / or stop work if required. As a Supervisor / Manager: While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to: Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders. Support stop work authority when it is exercised in good faith. Communicate any / all potential workplace hazards and workplace procedures.