Job Title
Workplace Experience Manager – Cambridge
Role Summary
This role is responsible for the delivery of Workplace Services, with a primary focus on providing world‑class and unforgettable experiences that match CBRE's brand positioning. Services may be directly performed by the company or third‑party service providers in collaboration with this role. Provides coordination and administrative support for the delivery of Workplace Services, including front of house, mailroom services, floor ambassadors, team engagement, building engagement, stakeholder management, community programmes, workplace coaching & onboarding, office supply management, space reset, and events management.
Responsibilities
* Total coordination and administrative support for Workplace Services.
* Manage and influence the Workplace Experience Team and CBRE community with general administrative support, including all mailroom services, event management, bike locker management, etc. Requests building and/or equipment services as needed.
* Assist with the CBRE community onboarding process, including new employee orientation, training, equipment and software ordering, workflow assistance and welcoming procedures, and first day orientation management.
* Provide administrative support including meeting coordination, office and Workplace Experience equipment care, and supply management.
* Respond to community requests and complaints regarding Workplace Experience services.
* Maintain relationships with vendors that provide services and goods to the office.
* Ensure safety standards are met by those delivering Workplace Experience services, whether CBRE employees or third‑party service providers.
* Manage facilities and office requests, follow up on all requests upon completion and escalates recurring issues.
* Manage office, client suite and community stock and ensure system is in place to maintain optimum levels.
* Maintain a professional appearance at all times.
Site Specific
* Maintain comprehensive oversight of all floors and surrounding areas to ensure best Workplace Experience each day.
* Maintain HQ–Show sites standard.
* Host client tours.
* Organise VIP guest visits.
* Coordinate and oversee logistics for internal and external events, including set up, breakdown, vendor management and primary contact during events to ensure smooth communication between staff, vendors and clients.
* Prepare and present monthly reports to the Contract Manager, including People, Operational Performance, Innovation and QHSE activities / updates.
* Carry out quality floor checks with FM Management to ensure the daily floor checks meet agreed standards.
* Collaborate with IT, Maintenance and Helpdesk to ensure timely reporting and closing out of tickets and jobs.
* Report health and safety hazards on Harbour and raise tickets to both Facilities and IT related Helpdesk.
* Manage time and attendance technology for the Workplace Experience Team, and monitor staff attendance and time‑keeping.
* Ensure the Workplace Experience Team rota is managed and communicated weekly/monthly covering all shifts.
* Lead, coordinate and motivate the Workplace Experience Team.
* Carry out interim and annual performance reviews for Workplace Experience Team members and update on Talent Coach.
* Hold regular team / one‑to‑one meetings to ensure effective communication.
* Monitor Workplace Experience Team staff performance and take necessary action when required.
* Manage all absence requests including annual leave and sickness, and update on MyHR in line with the relevant processes and procedures.
* Effectively recruit people for the Workplace Experience Team with the appropriate skills, abilities and attitudes to fulfil the job roles.
* Measure KPI / KEI and service standards against agreed and obligated levels.
* Review and update Workplace Playbooks on a monthly basis.
* Cross‑train Workplace Experience Team on all aspects of duties, including FOH, Mailroom Services and Floor Ambassador duties.
* Train and act as ad‑hoc cover for the Workplace Team as part of the one‑team approach.
* Maintain excellent relationships with other service partners.
* Highlight any issues to the Contract Manager if necessary.
Communication Skills
Ability to comprehend and interpret instructions, short correspondence, and memos; ask clarifying questions; write routine reports and correspondence; respond to common inquiries or complaints from clients, co‑workers or supervisors; present information to internal departments or large groups of employees.
Financial Knowledge
* Good knowledge of financial terms and principles (experience of working to an agreed budget).
* Strategic and interpersonal skills.
* Ability to solve problems and deal with a variety of options in complex situations.
Additional Skills
Intermediate skills with Microsoft Office Suite (Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.) and comfortable with new technologies and digital tools, such as apps, databases, financial management, work order management, social networking, cloud technologies (Ellis AI and Co Pilot), handheld mobile technologies and applications and communications.
Results‑Oriented and Customer‑Focused
Results oriented – ability to achieve business goals, with concern for working well, surpassing standards of excellence and passion for challenges. Customer‑focused – develop strong customer relationships by listening to and satisfying customer needs. Drives accountability – ability to establish clear, measurable goals, take ownership of responsibilities and commitments to those goals and move others to responsibility for their goals.
Experience Required
* Degree or qualifications at further education level is preferred.
* Minimum of 2–4 years management experience (Front Desk, Concierge, Meeting Room Management, or Customer Service roles) is essential.
* Experience in facilities management and/or dealing with suppliers/contractors is desirable.
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