Guest Services & Customer Experience Coordinator

Location: Warwickshire

Job Purpose The Guest Services Coordinator delivers an exceptional first impression for all guests and colleagues, taking personal ownership for providing a warm, professional, and seamless welcome. This role blends premium customer service, security awareness, visitor coordination, and close collaboration with the wider Workplace Experience team. Welcome Experience Specialists embody SPS values: no request is too big and no detail is too small.

They create a memorable, personalised experience while maintaining strong security awareness, knowing when to be discreet and when to go the extra mile.

Key Responsibilities Guest Welcome & Front-of-House Service Greet all guests and PwC staff warmly and professionally, creating a polished and positive first impression. In regional offices, provide full reception welcome services and coordinate smoothly with landlord teams. Deliver concierge-style service using strong knowledge of office spaces and the local area. Anticipate needs, resolve issues promptly, and consistently exceed customer expectations. Support security protocols including access control, contractor coordination, badge hosting, and tailgating prevention.

Remain vigilant during penetration tests and uphold all security procedures. Meeting Room & Bookings Support Coordinate and monitor client meeting room and event bookings. Maximise room utilisation and ensure smooth, customer-focused operations. Liaise with offsite booking teams and catering suppliers. Assist with hospitality and refreshments for client meetings. Events Support Deliver end-to-end event support including room allocation, layout planning, seating, and hospitality requirements.

Send required 24-hour booking confirmations. Support visitor flow to enhance the event experience. Troubleshoot event issues, create pre-event schedules, and compile post-event feedback. Collaborate with central events teams on multi-site events. Support for Workplace Experience Team Provide additional support to Workplace Experience Specialists where needed. Actively contribute to high service standards across all One Team service lines. One Team Collaboration Work closely with all One Team suppliers to deliver a consistent, integrated service.

Proactively complete quick fixes (“ten-second tasks”) to maintain high standards across the workspace. Skills & Experience Experience in workplace services, hospitality, front-of-house, or facilities roles. Excellent customer service and communication skills, confident with all stakeholder levels. Skilled in Microsoft Teams, MS Office, Service Now, EMS, and workplace technologies. Confident supporting AV, IT peripherals, and office equipment. Well-organised, adaptable, and able to handle both planned and reactive tasks.

Calm, responsive, and solutions-driven when dealing with incidents or queries. Health & Safety Report any equipment or process issues affecting safety or service delivery. Use work equipment and PPE correctly and in line with all training. Escalate training needs or concerns to your line manager. Follow all SPS policies and procedures consistently. Equal Opportunities SPS is committed to an inclusive and diverse workplace.

Employee networks support gender equality, LGBTQIA colleagues, neurodiversity, disability, wellbeing, cultural identity, menopause, domestic abuse support, and men’s wellbeing. SPS is a Disability Confident employer and provides reasonable adjustments, with guaranteed progression to the next stage for eligible disabled applicants.