British strategic outsourcing and energy services firm offering FM, security, cleaning, engineering and energy solutions.
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 not limited to 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.
Appropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent. Applicants from other sectors with relevant transferable skills and experience within a customer facing environment such as hospitality or events management are also encouraged. Proven track record of people management in a customer experience focused environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Previous experience of working in a diverse service delivery team
Strong health and safety background
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* 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.
Better places, thriving communities.
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our market-leading offering provides you with benefits that suit your lifestyle.
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.