Workplace Experience Ambassador

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Ambassador to join the team located in London on a permanent basis.

This role provides a professional, engaging and interactive first point of contact for the building occupants with any operational queries/issues they may have. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the clients become aware of them.

• Develop and maintain client facing relationship.
• Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout Plumtree Court.
• Ensure bespoke service delivery of all Front of House facilities services throughout the campus.
• Act as the interface between all vendor operatives who provide an on-floor service for our customer, ensuring a seamless service delivery.
• Perform duties to maintain the GS /GWS standards whilst delivering a high level of personal client engagement.
• Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are ‘fit for business’.

• Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk
• Maintain ownership and proactively manage all issues in conjunction with the wider FM team
• Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner
• Ensure all work orders are responded to quickly and efficiently within agreed SLAs
• Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations),

• Be at the forefront of the customer relationship; provide a positive, professional and seamless link between the various supply partners/vendors supporting Plumtree Court
• Ensure that all Vendors provide and maintain the required service levels at all times, providing guidance and support as required
• Develop and facilitate working relationships with other onsite vendors, ensuring their service delivery and follow up receive primary focus in Front of House areas and critical systems
• Ownership of assigned floor to include leading daily team huddle at start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities etc
• Provide oversight for hospitality areas, such as pantries and ‘Grab & Go’ areas, coordinating closely with hospitality vendor
• Co-ordinate Late Meal Programme, where appropriate, through utilizing divisional relationships to understand staff working hours and requirements

• Maintain regular contact with on-floor client contacts and building occupants, developing business relationships and monitoring customer perception and satisfaction to feed back to WPM
• Continually review and improve customer service to feed back to Senior Workplace Ambassador – through a feedback system (TBC)
• Develop working relationship with vendor to promote Workplace Ambassador service via Front of House noticeboard (entry to floors, pantries, restaurant TV screen) with contact details

• Ensure all staff maintains safe…