Job Overview
Overview
To deliver an exceptional customer experience by providing a welcoming, efficient, and professional workplace environment. The Workplace Experience Host acts as a central point of contact for clients, guests, contractors, and service providers, ensuring seamless service delivery and operational excellence.
Monday - Friday
Full time - 40 hours a week
Working between hours of 8am-6pm
Min Duties
Responsibilities are grouped into the following areas:
* Customer Experience & Service Delivery
o Provide clients and guests with an outstanding customer journey, ensuring all interactions are professional, courteous, and helpful.
o Respond to customer requests promptly and effectively, keeping them informed throughout.
o Acquire and maintain in-depth knowledge of all on-site services to offer tailored advice and support.
o Handle guest complaints with professionalism, escalating when necessary to ensure swift resolution.
o Demonstrate a proactive, friendly, and approachable demeanor at all times.
* Workplace Operations & Facilities
o Conduct daily inspections of the workplace to ensure functionality, cleanliness, and safety.
o Identify and report faults, maintenance issues, and health & safety concerns.
o Perform regular checks of stationery hubs, tea points, and meeting rooms to ensure tidiness and replenishment of supplies.
o Set up and maintain meeting, conferencing, and event spaces to defined standards, including AV equipment and hospitality provisions.
o Support emergency evacuation procedures and Personal Emergency Evacuation Plans (PEEPs) for guests with additional needs.
* Meeting Room & Event Coordination
o Manage meeting room bookings via the NFS system, ensuring accuracy and timely communication with customers.
o Allocate rooms effectively and maintain the booking diary, including visitor entries.
o Coordinate and support internal and external events, including senior management meetings and group-wide functions.
o Assist with hospitality suite setup, waitressing, serving drinks, and managing registration desks.
o Provide operational support for events, including IT setup and catering coordination.
* Systems & Administrative Support
o Train and support employees in using the NFS booking system (or alternative platforms).
o Ensure visitors are registered accurately using the building's visitor management software.
o Provide IT assistance and attend regular training sessions to stay updated on services.
o Maintain professional telephone and email etiquette, using appropriate greetings and sign-offs.
* Team Collaboration & Communication
o Attend weekly service line meetings to foster a “one team” ethos and share relevant updates.
o Liaise with the Workplace Experience Manager to oversee contractor activity and minimise disruption.
o Support the mailroom team with internal/external post and courier deliveries when required.
o Build strong relationships with stakeholders to understand and meet individual requirements.
* Compliance & Continuous Improvement
o Raise and track accident and incident reports through to closure.
o Actively seek customer feedback and ensure remedial actions are completed.
o Support the implementation of group policies (e.g., clear desk policy) and uphold best practice standards.
o Assist with internal and external audits as needed.
o Periodically review and update standard operating procedures.
o Recommend improvements and initiatives to enhance service delivery and contract evolution.
* Flexibility & Additional Duties
o Provide cover for colleagues during breaks, absences, or when requested.
o Support office moves and relocations involving fewer than 10 people.
o Work flexibly to accommodate out-of-hours requests and extended operational needs.
o Uphold Signature's vision and values in all actions and behaviours.
o Maintain confidentiality and integrity in all aspects of the role.
o Perform any other reasonable duties as required by management or clients.
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