Workplace Experience Service Lead
CBRE Local UK
CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 100,000 employees and operate in 48 countries.
Job Title: Workplace Experience Service Lead
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Service Lead to join the team located in London.
Key Responsibilities
- Lead, develop and motivate a high-performing Experience team (Reception, Admin, Events, Mailroom)
- Set clear expectations, KPIs and service standards across all roles
- Provide coaching, training and performance support to ensure consistent delivery
- Create a positive, engaged team culture aligned with client values
- Deliver a premium, consistent workplace experience for employees and visitors
- Own the end-to-end guest journey (arrival, hosting, support)
- Ensure reception and shared spaces meet 5★ standards at all times
- Drive engagement initiatives and elevate service beyond "brilliant basics"
- Oversee planning and delivery of internal and external events
- Coordinate AV, catering, room setups and guest management
- Ensure seamless execution and high-quality experience delivery
- Promote workplace activation initiatives to enhance office culture
- Manage ticketing systems and ensure SLA compliance
- Track performance metrics (CSAT, feedback, service delivery)
- Produce regular reports on workplace activity, trends and improvements
- Identify operational gaps and implement continuous improvement actions
- Build strong relationships with client stakeholders
- Act as escalation point for service issues
- Work closely with FM, Cleaning, Security, IT/AV and Catering teams
- Drive a "One Team" approach across Workplace Services and Experience teams
- Coordinate daily operations to ensure a smooth-running workplace
- Review and improve SOPs, playbooks and maintain documentation, guides and service standards.
- Support recruitment, onboarding and training of team members
- Support the team during peak periods or high-demand events
- Step into operations when required to maintain service continuity
- Ensure day-to-day service delivery remains smooth and proactive
Person Specification/Requirements
- Experience in Administration or Event Coordinating,
- Treat people the way they want to be treated - fostering respect, empathy, and understanding.
- Bring contagious energy and positivity to every interaction.
- See every day as a new opportunity to shine and show up with enthusiasm.
- Maintain a proactive mindset and can-do attitude, even in fast-paced or changing environments.
- Be highly organised and efficient, mastering task management and prioritisation.
- Anticipate and resolve potential issues before they become problems.
- Strong communication and interpersonal skills, building great relationships across teams and suppliers.
- Flexible, adaptable, and resourceful - thriving under pressure and during live events.
- Detail-oriented with a passion for creating smooth, high-quality experiences for others.
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