The role of the Welcome Experience Specialist is to provide the highest level of care to our clients and internal stakeholders, personally taking responsibility for their requests to ensure that they are completed in a timely manner, exceeding their expectations where possible. We don't just offer a great welcome; we take care of all the little things that make a real difference to the experiences people have. People make companies and we want all of us at SPS to be the most positively engaged, working together in supportive teams, and always evolving to provide the best service. The foundation of our culture is to build trusted partnerships with our people and our clients. Our Welcome Experience Specialist should convey an attitude where no request is too big and no detail is too small, creating a personal service to all those entering clients which includes guests and internal stakeholders, while promoting and nurturing a culture of excellence. They will convey a friendlier and larger‑than‑life welcome, whilst remaining security conscious, knowing the difference between being discreet and going the extra mile to anticipate needs.
Duties and Responsibilities
* Greet all guests and PwC staff with genuine warmth, professionalism and promptness, creating a welcoming first impression that reflects our commitment to exceptional customer service. In regional offices provide Reception Welcome services, communicate visitor and guest arrivals efficiently and courteously, ensure seamless coordination between landlord teams and a smooth experience for all parties, maintain comprehensive knowledge of all PwC spaces and deliver concierge style service enriched with local area expertise to enhance every visitor’s experience, and consistently deliver exceptional customer service, anticipating the needs of both visiting clients and office‑based staff, and going above and beyond to ensure their needs are met.
* Collaborate closely with the Workplace Experience Manager to support security protocols, manage staff and visitor access, contractor coordination, and ensure the safety and integrity of our space. Maintain vigilant awareness of security procedures such as penetration tests and tailgating prevention, ensure all guests are appropriately hosted and display visitor badges at all times, coordinate room bookings and client meeting space bookings, manage internal meeting room and office utilisation to maximise utilisation of these spaces, liaise with off‑site room and events booking teams, liaise with catering suppliers to support any catering requests for meeting rooms if required, provide support and guidance to those using the service, and support hospitality operations by preparing refreshments for client meetings.
* Provide an end‑to‑end events service support including events creation, allocation of the most suitable space, agreeing seating plans and room layouts with any hospitality requirements, ensuring that 24‑hour booking confirmations are sent out to all requesters/hosts for meeting room bookings where applicable, external visitor management to maximise the event experience, troubleshoot client and visitor problems using research and problem‑solving skills, pre‑event schedule creation, post‑event feedback compilation and working with the central events team as required for multi‑site events.
* Support your colleagues in the Workplace Experience team from time to time, promote a One Team approach, and proactively complete ten‑second tasks and coordinate with the wider One Team for seamless service delivery.
Candidate Skills and Experience
* Experience in workplace services, facilities, hospitality, or front‑of‑house roles
* Strong customer service and communication skills, with confidence engaging at all levels
* Competent in Microsoft Teams, MS Office, ServiceNow and EMS or equivalent workplace technologies
* Ability to support AV, IT peripherals, and office equipment confidently
* Well‑organised and adaptable, with the ability to balance planned and reactive tasks
* Adaptable, able to respond to all queries and incidents quickly and support the Workplace and One Team
Health and Safety Responsibilities
Report any deficiencies in systems of work or equipment that may result in failure of service delivery or pose a risk to health and safety or the environment. Use work equipment and PPE properly in accordance with all training. Report any issues or training needs to your line manager and follow company policies and procedures at all times.
Equal Opportunities at SPS
We are proud of the progress we've made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it's a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients. We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We are a Disability Confident employer and all applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.
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