Workplace Lead

Position Overview

A Workplace Experience Lead (WEL) will manage and be accountable for delivering a positive workplace experience in high‑profile client buildings. As an ambassador, community advocate and service leader, the WEL creates a supportive environment by welcoming visitors and supporting all customer‑facing services. The role is responsible for ensuring five‑star service, responsive communication, problem solving and going above and beyond for all visitors.

• The WEL acts as the GPA point of contact, representing GPA and providing in‑depth knowledge of the building, taking ownership of customer issues or requests.
• Customer Relationship Management – developing trusting relationships, gathering information and providing highly personalised service.
• Support the coordination and inspiration of the GPA community as the workplace of choice.
• Build good working relationships with customers and act as a trusted partner to deliver on GPA values.
• Promote collaboration across operational and support teams, suppliers and customer groups, safeguarding GPA and Mitie interests.
• Lead and create the best customer and workplace experience.
• Be fully aware of emergency contacts and procedures.
• Lead the Front of House team to maintain a visible presence, fostering an open culture that values high quality service and customer experience.
• Provide continuous strategic and tactical review of Workplace Service delivery.
• Hold periodic reviews to identify improvement and cost saving opportunities.
• Communicate minor or new works to customers ahead of commencement and track progress.
• Maintain close working relationships with all service line management teams.

• Maintain a clear, presentable and safe office floor – ensuring cleanliness, comfort and quality control.
• Take ownership of issues and coordinate service suppliers.
• Own building standards and communication.
• Manage meeting rooms efficiently and correctly.
• Support occupancy management and client mapping of floors.
• Provide emergency evacuation support – administering training, audits and post‑incident checks.
• Pay attention to detail, share notes and feedback with teams.
• Conduct building tours to report faults and concerns promptly.
• Complete daily checklists to ensure workspace quality and performance.
• Own the touchpoint journey and user‑centric concepts.
• Drive efficiency using technology and innovation.
• Interface with client personnel and end users to ensure high‑standard service delivery.
• Support continuous improvement programme and identify contract development issues.
• Ensure compliance with Health & Safety, Quality Assurance and Environment policies for the FOH team.
• Investigate and manage customer complaints and compliments following site procedures, escalating as needed.
• Follow reasonable instruction from Senior Line Management.

Relevant professional qualifications and memberships such as IWFM or equivalents are desirable. Applicants from hospitality or events management with transferable customer‑facing skills are encouraged. Proven track record of people management in a customer experience focused environment is required. Safe and compliant work environment compliance with Health and Safety at Work Act 1974 and subsequent UK & EU amendments is mandatory.

• Previous experience in Soft Services or Operations with knowledge of real estate and hospitality industry.
• Excellent leadership and organisational skills.
• Strong oral and written communication.
• Excellent interpersonal and influencing skills.
• Clear, confident communication and client rapport establishment.
• Ability to lead teams across all management levels.
• Statutory/H&S compliance competence.
• IT literacy.
• Structured, methodical problem solving.
• Health & Safety trained – minimum IOSH Managing Safety.

• Knowledge of building services.
• Experience in a diverse service delivery team.
• Strong health and safety background.

• Daily interaction with client, leadership, operational management & front line teams.
• Co‑ordination and planning skills.
• Professional communication at all business levels and to external parties.
• Customer care – delivering results and meeting…