Workplace Experience Manager – London

Job Purpose

To support the Head of Workplace Services in embedding the Workplace services role London, be the primary point of contact and escalation between building users, the EY SDM and the Workplace Services team.

To lead, motivate and provide day to day line management to the local Workplace teams in London.

To drive the delivery of seamless, high quality, integrated facilities management services to support the Client's business needs.

Responsibility for the effective delivery of Workplace Services within the region, including workplace, cleaning and waste management, landscaping and food and hospitality services.

The Workplace Experience Manager is a customer facing role focused on creating a world class workplace for EY colleagues. They will ensure that the workplaces around the building are clean & tidy, the lighting and heating is appropriate and that the building users are happy with their environment. The Workplace Experience Manager will live and breathe the enhanced workplace experience. This individual will constantly challenge what we are doing and how it can be developed to improve the workplace experience for EY colleagues.

To support with the delivery and implementation of Hospitality Assured Accreditation across the London sites.

What we are looking for

The Workplace Experience Manager will be given a role to constantly challenge what we are doing and how it can be developed to improve. Combining the approach of a five-star Hotel Manager, this person will be responsible for using customer and client feedback and combining this with shared best practice and performance data to create a world class workplace experience. The Workplace Experience Manager will set and maintain high standards of service output and customer engagement so that EY's expectations are consistently exceeded, ensuring the high-quality presentation of all internal and external building areas to guarantee a positive user experience throughout the EY offices within their patch.

Key Responsibilities & Tasks

· Lead the development and delivery of the Mitie services, such as but not limited to Workplace, Front of House, Cleaning and other services within the region. Requiring a responsive customer experience through highly engaged focused teams.

· To confidently lead the Workplace teams and manage all processes within the day to day operation ensuring all service levels are maintained

· To liaise closely with key client contacts as well as key users of the service. To become the user senior contact for the contract

· To ensure resources meet demands in all areas, and that any under performance is addressed.

· To proactively review all operational areas to maximise efficiency and develop the operation alongside the customer and wider Mitie team.

· Effective management of the Mitie and partners service streams and external vendors to ensure delivery of high quality, value-adding services.

· Responsibility for the effective delivery of cleaning and waste management services across the contract

· To ensure the effective implementation of all QHSE and other policies and processes

· To conduct Health and Safety risk assessments

· To support the Client business continuity processes, and abide by all client procedures

· To ensure that service levels are being met in all work areas

Desirable

· High level of IT literacy

· Excellent customer care skills / proven experience in a customer facing role

· Previous background in managing people.

· IOSH qualified

· Maximo/CAFM experience

· Experience of delivering services to Hospitality Assured standards

· Project management skills desirable.

Person

· Excellent stakeholder management

· Resilient and confident with dealing with people at all levels

· Able to handle several conflicting priorities

· Excellent communication skills both verbal and written

· Experience working alongside other Mitie Partners and ensuring duties are undertaken in accordance with contractual agreement.

· Experience reviewing operating procedures to drive efficiencies and better ways of working.

· Ability to communicate an interact with client and team members at all levels

· Excellent organisation skills

· Excellent personal skills

· Self-starter

· Being able to apply methodical approach

· Have ability to work on own initiative

· Team Player

· Ability to maintain confidentiality

· Flexible with hours – able to work late if necessary

· Ability to visit sites 5 days in a week