Overview
Contract: Professional Services, Production & Technology
Location: Reading, RG2 6UU
Hours of work: 40
Contract Type: Permanent
We are seeking a Workplace Experience Team Lead to oversee workplace and soft service operations across all functions within scope, including workplace hosts and front‑of‑house services. This role ensures the delivery of exceptional workplace experiences, consistently meeting and exceeding business objectives, and driving effective and efficient team performance. The role champions high standards that protect and enhance the image and reputation of our organisations.
Job Description
We are looking for a confident, organized and customer‑focused leader who can support Reception and Post Room Placemakers while driving continual operational improvement. You will play a key role in developing and delivering soft services, acting as a central point of contact for workplace services and ensuring all processes align with account policies and quality expectations.
Key Responsibilities
* Lead the development and delivery of soft services focused on overall Workplace operations.
* Manage day‑to‑day operational processes to ensure all service levels are maintained.
* Oversee front desk services, ensuring high standards of customer service are delivered daily.
* Act as the main contact for workplace services, liaising closely with key customer contacts and service users.
* Ensure staffing levels and resources meet operational demands while maintaining visibility across all areas.
* Serve as the super‑user for visitor and meeting room management booking technology and own related service delivery processes.
* Ensure VIPs receive exceptional service, consistently going the extra mile.
* Proactively review operations to maximise efficiency and develop the overall service offering.
Qualifications
* Proven leadership experience managing high‑profile client‑side workplace projects.
* Strong customer focus with professional, organized work style.
* Ability to work effectively within a team environment.
* National‑level qualification in facilities management, management, or customer services.
* Excellent telephone manner and verbal communication skills.
* Strong interpersonal skills and ability to engage with people at all levels.
* Ability to motivate on‑site teams and drive exceptional experiences.
* IOSH qualification desirable.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
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