Job Description
Job Purpose
Reporting directly to the Instant Account Manager (Client Services), this role is responsible for managing all aspects of onsite workplace operations for a leading consumer healthcare brand, at our client’s London headquarters. You will be the heartbeat of the office—bringing the community together, overseeing all Workplace and Facilities services, managing outsourced suppliers, ensuring client satisfaction, and delivering a seamless workplace experience across 50,000 sqft of prime office space.
You will integrate closely with the client while upholding Instant’s values, ensuring commercial and contractual obligations are met, and embodying a “One Team” approach. Supported by a strong team, you will take a leading role in the contract’s success through client engagement, supplier management, escalations, reporting, and health & safety compliance. You will be expected to fully understand client needs, deliver solutions on time and within budget, and drive continuous improvement and innovation.
Key Responsibilities
Workplace & Community
* Create a welcoming, collaborative workplace and foster strong stakeholder relationships.
* Develop and implement initiatives to enhance community engagement and workplace culture.
* Support events and activities that strengthen the employee journey.
Facilities & Services Delivery
* Ensure all hard and soft services are delivered to specification, meeting SLAs/KPIs.
* Monitor supplier performance through reviews, audits, and reporting; take corrective action as required.
* Manage superior landlord and third-party relationships, including service charge obligations and attend monthly meetings.
* Oversee café operations (outsourced food & beverage).
* Ensure compliance with health, safety, and regulatory standards.
* Act as Chief Fire Warden and Onsite First Aider.
Team Leadership
* Lead, motivate, and support a team of three, including career development planning.
* Manage annual leave, absence, and resource allocation to maintain service delivery.
Operational & Commercial Management
* Be the first point of contact for escalations and ensure timely resolution.
* Oversee supply chain management and negotiate best-value contracts.
* Track metrics, prepare monthly/quarterly reports, and contribute to business reviews.
* Raise and receipt purchase orders, support financial processes.
* Identify opportunities for workplace improvements and innovation.
* Support office moves, changes, and wider business initiatives.
Background & Experience
* 3+ years managing a large, busy workplace with direct team leadership.
* Strong Facilities Management background (hard & soft services).
* Experience with outsourced supplier management, including food & beverage.
* IOSH Health & Safety qualification (NEBOSH desirable).
* Knowledge of workplace compliance, documentation, and H&S legislation.
* Experience with P&L oversight desirable.
* Skilled in Microsoft Office and confident in presenting.
* Experience in corporate real estate or large office facilities.
* Comfortable working in a fast-paced, agile, and ambiguous environment.
Key Skills & Competencies
* Strong communication and relationship-building skills at all levels.
* Organised, proactive, and able to manage multiple priorities.
* Skilled in influencing, challenging, and advising senior stakeholders.
* Natural problem-solver with initiative and resilience.
* Engaging personality with a team-player mindset.
* Passion for delivering excellent customer service and creating a best-in-class workplace.
* Ability to manage to SLAs/KPIs and drive continuous improvement.
* Adaptability to learn new systems and applications.
About the company
We are The Instant Group, now part of IWG, where work gets smarter—for employees, businesses, and the planet. As the world’s largest flexible workspace provider, we connect over 250,000 organisations with office space, coworking memberships, virtual offices, and meeting rooms. We deliver market-leading data, expert consulting in portfolio strategy, procurement, and sustainability, and empower 20,000+ landlord, operator, and investor partners to capture flex demand and boost asset performance.
With global clients like Prudential, Shell, Jaguar Land Rover, GSK, and Hines, our teams operate across virtual and physical offices in London, Paris, New York, Hong Kong, Singapore, Sydney, and beyond.
Join a dynamic business named one of the Best Places to Work in Property, and featured in the Sunday Times HSBC International Track 200. Build your career where innovation meets opportunity—and help shape the future of work