Workplace Lead

Recruitment Consultant - Mitie, UK's leading Facilities Management Company

We are looking for an experienced Workplace Experience Lead (WEL) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account. The Workplace Experience Lead role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front‑of‑House' team, the Experience Lead is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer‑facing services.

The WEL will be responsible for ensuring a 5‑star service is being delivered at all times, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem‑solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.

The role will report to the Regional Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities include presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The Workplace Experience Lead will form part of the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline and structure to the workplace teams as appropriate. The role will be both internal and external facing. In the external facing role the Workplace Experience Lead will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships.

As the Workplace Experience Lead, you will be working as part of the GPA site team, curating a workplace environment that increases well‑being, productivity and enhances company culture that our end users want to be a part of. Actively seeking opportunities to improve onsite service experience and deploy new initiatives in line with Mitie and GPA visions.

Analyze day‑to‑day operations and provide rational insight for improvement in the workplace environment; create a personalized and culture‑driven workplace experience; collaborate with stakeholders; drive continuous operational improvement; reduce emissions; and support Go Digital devices across GPA.

• The Workplace Experience Lead will be recognised as the GPA point of contact, will represent GPA and will demonstrate in‑depth knowledge of the building and take ownership of a customer's issues or requests, regardless of service line.
• Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
• Support the coordination and inspiration of GPA and its customers community as the workplace of choice.
• Establish good working relationships with the customers to be recognised as the natural “go‑to” person and a trusted partner to deliver on the GPA values.
• Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of GPA and Mitie.
• Leading and creating the best customer and workplace experience.
• The Workplace Experience Lead will have full awareness of the emergency contacts and procedures as outlined from the GPA site.
• Lead the Front of House team to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience.
• Responsible for the continuous strategic ‑ tactical review of the Workplace Service delivery to the users.
• Undertake periodic reviews of service delivery with the aim of identifying…