Workplace Experience Coordinator
CBRE Local UK
Job Objectives and Responsibilities
- Provide operational coverage on a shift basis between 07:00 and 19:00 (40 hours per week).
- This role forms part of the Workplace Services support model to enhance and improve the overall customer experience, drive consistency and quality of day-to-day services, and ensure that each individual business unit and floor is operationally ready.
- The Workplace Coordinator will support the Regional Workplace Services Manager, working collaboratively to engage with occupants of the demised Deloitte areas, build positive relationships, ensure effective interactions, and provide timely resolution for all issues raised.
- This is a multi-functional role and may include support in areas such as front of house activities, hospitality, reception assistance, mail, couriers, printing, binding, on-site filing, archive services, logistics, compliance and other operational activities.
- The role may also include basic maintenance tasks, such as the completion of non-technical planned preventative maintenance (PPM) activities.
Main Duties
This role profile is a guide to the work you will initially be required to undertake. It may be amended from time to time to reflect changing business requirements, and you may be required to undertake other duties as requested by your manager. It does not form part of your contract of employment.
Core responsibilities include, but are not limited to:
- Continuously monitor the condition of the demised Deloitte areas and proactively address identified issues.
- Continuously monitor the condition of common areas and proactively address identified issues.
- Report building fabric, environmental or mechanical/electrical issues directly to the Helpdesk.
- Liaise regularly with the Helpdesk to ensure prompt issue resolution and proactively manage customer expectations.
- Manage on-floor storage, including key control.
- Maintain and manage signage.
- Reset meeting rooms and multifunction rooms following use, ensuring stationery is replenished and whiteboards/glass boards are clean.
- Support the Deloitte Paper Lite initiative and storage reduction programmes by providing scanning and archiving services.
- Ensure photocopier areas remain stocked, tidy and operational.
- Manage document services including secure printing, consumables ordering, scanning, filing, courier and mail requests.
- Ensure stationery points remain fully stocked and unused items are recycled back into circulation.
- Maintain high standards of cleanliness across floor areas through regular liaison with the Housekeeping team.
- Ensure consumables, including IT peripherals, are available at all times.
- Monitor and manage waste streams, including confidential waste, liaising with service providers where necessary.
- Deliver an excellent customer experience by taking ownership of requests through to completion and keeping customers informed throughout.
- Assist with the collation of monthly management information.
- Support space utilisation reporting and space management checks.
- Maintain positive relationships with key customers and escalate issues where appropriate.
- Coordinate building services and facilities with service partners.
- Liaise with contractors and landlords' agents regarding repairs and maintenance.
- Support IT colleagues in the delivery of IT services where required.
- Assist with Health and Safety compliance, including maintaining risk assessments, method statements, insurance certificates and associated compliance documentation.
- Ensure effective stock control processes are maintained.
- Support compliance with Deloitte ISO accreditations.
- Assist with Business Continuity planning, testing and maintenance of emergency contacts and key holder information.
- Provide general support to the management team as required.
- Adhere to contractual KPIs, SLAs and office Standard Operating Procedures (SOPs).
- Attend all required training.
Person Specification
The post holder's main task will be the delivery of all the tasks outlined above and have hands on involvement in most issues relating to operation of a commercial office environment.
Additionally the following skills would be preferable:
- Flexibility is essential to suit the needs and working practices of the department and its internal clients.
- Place client service and team-working high on list of attributes and values.
- Capable of operating as a member of a team and work unsupervised.
- Ability to organise and prioritise workloads, together with the ability to handle deadlines and respond well under pressure.
- Sound decision-making capabilities.
- Takes pride in personal appearance and hygiene.
- Good administration and organisational skills.
- Helpful and willing "can do" attitude.
- Strong Communication skills - Proven ability to communicate effectively with a wide range of customers and service personnel at a variety of levels to achieve results including good written communication
- IT skills - PC literacy skills and ability to learn internal IT systems
- Customer Service, client focused - Strong customer services skills and customer service experience
- Problem solving - Ability to "think outside the box" when faced with issues
- Planning and Organising
- Results and Quality Focused
- Relationship building
- Self-Motivated - Proven to be self-motivated and work under pressure from conflicting deadlines
- Continuous Improvement - Proven willingness to learn new skill
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