Workplace Lead

Join Mitie – the future of high performing places.

ROLE:
Workplace Experience Lead

LOCATION:

Coventry

CONTRACT:

Full Time

At Mitie, our people are our greatest strength, and our purpose is to create places where people can thrive and be their best every day. We're looking for a Workplace Experience Lead (WEL) to manage and deliver a 5‑star workplace experience across a high‑profile client site, acting as a cultural ambassador, service leader, and key client interface.

• Act as the primary point of contact for Workplace Experience, taking ownership of customer issues and service requests across all service lines.
• Deliver a consistently high‑quality front‑of‑house experience, ensuring a welcoming and professional environment for all visitors and stakeholders.
• Build strong client relationships, proactively understanding customer needs and delivering personalised workplace experiences.
• Lead the Front‑of‑House team, maintaining high standards of presentation, service delivery, and customer engagement.
• Coordinate service delivery across all service lines, ensuring issues are addressed promptly and effectively.
• Monitor workplace standards, including cleanliness, maintenance, and comfort, logging and following up on service issues.
• Support meeting room and occupancy management, ensuring efficient use of space across the building.
• Conduct regular building inspections and daily checks to ensure consistent quality standards.
• Support emergency procedures, including evacuation protocols and compliance checks.
• Drive continuous improvement by identifying opportunities to enhance workplace experience, efficiency, and innovation.
• Manage customer feedback, complaints, and compliments, ensuring appropriate escalation and resolution.
• Work collaboratively with operational, support teams, and suppliers to ensure seamless service delivery.

Applicants must meet the below defined requirements for the role.

• Proven experience in Workplace Experience, Front of House, Soft Services, or Operations within a customer‑facing environment.
• Experience leading teams and delivering high‑quality customer experience in corporate, FM, hospitality, or events environments.
• Strong knowledge of workplace services, real estate operations, or facilities environments.
• Excellent communication, interpersonal, and stakeholder‑management skills.
• Strong organisational skills with the ability to prioritise and manage multiple tasks.
• Understanding of Health & Safety and statutory compliance requirements.
• Ability to work confidently with senior clients and manage demanding situations professionally.

• Professional qualifications such as IWFM or equivalent.
• IOSH Managing Safely or similar Health & Safety certification.
• Experience with in large, multi‑service, or multi‑site environments.
• Knowledge of building services or facilities operations.

• Opportunity to lead Workplace Experience on a high‑profile client account.
• Access to Mitie's Choices lifestyle benefits platform, including extra holiday purchase, dental cover, and retail discounts.
• Virtual GP access and financial wellbeing support.
• Career progression within Mitie's Workplace Experience and Soft Services teams.
• Recognition through the Mitie Stars programme.