Workplace Experience Manager

Workplace Experience Manager

Location: London, EC3M 4BY
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Workplace Experience Manager to lead the delivery of an exceptional customer and guest experience across a multi-site workplace portfolio.

This is a key leadership role responsible for ensuring a seamless and high-quality workplace experience for clients, customers and visitors. The successful candidate will oversee the customer journey from pre-arrival through to departure, ensuring workplace services are delivered to the required standards across multiple locations.

Working closely with stakeholders and workplace teams, the Workplace Experience Manager will drive service excellence, support operational performance and promote continuous improvement. The role will also provide support to the Key Account Manager, acting as deputy when required, while ensuring compliance with health and safety, contract requirements and workplace policies.

Key Responsibilities

• Lead and manage workplace services across a multi-site portfolio, ensuring an excellent customer journey.
• Deliver a high-quality guest and hospitality experience from pre-arrival through to departure.
• Provide comprehensive support to the Key Account Manager and act as deputy when required.
• Lead, motivate and develop the workplace team to maintain high service standards.
• Maintain workplace records, reports and documentation to support compliance with policies and standards.
• Champion health and safety activities and ensure compliance with legislation and internal policies.
• Monitor contract performance and report against contract specifications, KPIs and SLAs.
• Coordinate cleaning, catering and maintenance services to ensure seamless workplace operations and compliance standards are met.

Person Specification

• Strong leadership and people management skills with the ability to motivate and develop teams.
• Excellent stakeholder and client relationship management skills.
• Operational and facilities/workplace management experience across multiple sites.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Financial awareness, including budget management and supplier/contract oversight.
• Strong analytical and problem-solving capabilities, with the ability to use data to drive performance and continuous improvement.
• Knowledge of health and safety, compliance and ESG/sustainability practices.
• Excellent communication and influencing skills, with the ability to build relationships at all levels.