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Position Overview
We are seeking a qualified and experienced Workplace Experience Lead (WEL) to manage and be accountable for delivering a positive workplace experience in high-profile client buildings on a key client account. The WEL is a cultural ambassador, community advocate, and service leader within the ‘Front-of-House' team, responsible for creating a supportive, welcoming atmosphere, ensuring 5* service, clear communication, and exceptional customer experience. Confidence in handling demanding customers and problem-solving is essential.
Reporting to the Workplace Manager, the WEL ensures consistent service delivery across site/location service lines, timely issue resolution, client/end-user interaction, and reporting/escalation where needed. The role is part of the Site Management team, requiring commercial awareness, leadership, guidance, discipline, and structure for workplace teams. The WEL provides client assurance, collaborates confidently, and maintains strong relationships, contributing to well-being, productivity, and company culture. The WEL actively seeks service improvements aligned with Mitie and GPA visions.
Main Role
* Recognised as GPA's point of contact, demonstrating in-depth building knowledge and ownership of customer issues/requests across service lines.
* Manage Customer Relationship Management by building trusted relationships, delivering personalised service, and anticipating needs.
* Coordinate and inspire the GPA and customer community as the workplace of choice.
* Establish strong working relationships, becoming the trusted “go to” person aligned with GPA values.
* Promote collaboration across operational/support teams, suppliers, and customers, safeguarding GPA and Mitie interests.
* Lead and create the best customer and workplace experience.
* Maintain full awareness of emergency contacts and procedures.
* Lead the Front of House team, maintain visible client/staff presence, and foster an open, high-quality service culture.
Primary Responsibilities
* Maintain a clear, presentable, safe office floor with strong floor presence; observe quality issues (cleanliness, comfort, maintenance) and log service tickets.
* Take ownership of issues and coordinate service suppliers.
* Own building standards and communication.
* Ensure efficient meeting room management.
* Support occupancy management and client floor mapping.
* Support emergency evacuation processes including TagEvac training, audits, and post-incident checks.
* Maintain keen attention to detail, sharing notes and feedback.
* Conduct building tours to ensure best practice, reporting faults promptly.
* Complete daily checklists to ensure workspace quality and performance tracking.
* Own the touchpoint journey and user-centric initiatives.
* Drive efficiency through technology and innovation.
* Liaise with clients and end users to ensure high service standards.
* Support contract Continuous Improvement programs by identifying development opportunities.
* Ensure FOH team compliance with Health & Safety, Quality Assurance & Environment policies.
* Investigate and manage customer complaints/compliments per site procedures, escalating as needed.
* Follow reasonable instructions from Senior Line Management.
Experience
* Responsible for ongoing strategic/tactical review of Workplace Service delivery.
* Conduct periodic service delivery reviews to identify improvements and cost savings.
* Communicate minor/new works to customers before start dates; track and report progress by responsible teams.
* Maintain close relationships with all service line management teams.
Qualifications & Skills
* Desirable professional qualifications/memberships such as IWFM or equivalent.
* Candidates from other sectors with relevant customer-facing experience (hospitality, events) encouraged.
* Proven people management experience in customer experience-focused environments.
* Responsible for maintaining safe, compliant workplaces per Health and Safety at Work Act (1974) and amendments.
Essential Skills
* Previous Soft Services or Operations experience; knowledge of real estate and hospitality sectors.
* Excellent leadership and organisational skills.
* Strong oral and written communication.
* Good interpersonal and influencing skills.
* Ability to communicate confidently and establish client rapport.
* Ability to lead teams across all management levels.
* Competency in statutory Health & Safety compliance.
Desirable Skills
* IT literate.
* Structured, methodical problem-solving skills.
* Health & Safety trained (minimum IOSH managing safety).
* Knowledge of building services advantageous.
* Experience working in diverse service delivery teams.
* Strong Health & Safety background.
Personnel Specification
* Experience with daily interaction across client, leadership, operational management, and frontline teams.
* Strong coordination and planning skills.
* Professional, effective communication verbally and in writing at all business levels and external parties.
* Customer care focus, delivering results and meeting expectations.
* Self-motivated, tenacious, results-oriented with positive outlook.
* Calm and authoritative under pressure; capable of managing emergencies (e.g., Emergency Evacuation Procedures)
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Stuti Singh at stuti.singh@mitie.com.
Since 1987, Mitie’s 72,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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