The Workplace Experience Manager will act as the primary point of contact for all operational and logistical inquiries within NESO and will be responsible for the daily planning and operation of the NESO portfolio.

To manage and train the teams to deliver a front of house service, within all company policies, procedures and contract service level agreements. To champion best practice across all departments within the site and act as the driver for change in pursuit of continuous improvement.

To safely manage all daily activities and to work effectively and adhere to all company and local procedures and instructions.

Main duties

• Manage the front of house team.
• To work collaboratively with the other Mitie managers in a one team approach across all services.
• To motivate, develop and train the team to provide best-in-class, front of house services, seamlessly integrated together.
• Reporting to Account Manager on service level, gaps in delivery, continuous improvement, occupancy, HR issues, payroll tracker and other ad-hoc reports.
• To provide support to the Account manager and act as point of contact.
• To ensure safety is the number one priority for yourself and all team members.
• To ensure the highest level of customer service and operational standards are always adhered to.
• To actively engage with key stakeholders; effectively managing expectations; understanding customer requirements; gathering and responding to feedback.
• Taking ownership by demonstrating a can-do attitude towards individual customer requests and strive to exceed customer expectations.
• Ensure that customer complaints are promptly dealt with, and action taken to prevent reoccurrence.
• Educate by providing all the information staff and visitors require to operate effectively. This will include providing guidance on the protocols, DSE and the operation of all equipment.
• Effectively communicate the principles of the workspace.
• To be polite, professional and friendly at all times with customers, clients and colleagues.

Customer and Client Satisfaction

Duties/Tasks:

• To build key relationships and engage stakeholders to work effectively with NESO Property
• Department.
• To develop processes that support the client and their ways of working.
• To manage the KPI's for the front of house team and ensure they are being met.

Operational Excellence

Duties/Tasks:

• To work with the front of house teams to ensure that they are supported through any changes to the service.
• To train the teams on any new policies that need to be implemented on the site.
• Provide monthly reporting to Facilities Manager on consumable usage, staffing levels, and give recommendations for improvements and further efficiencies
• To always look out for opportunities to develop our services.

Health and Safety Commitments

• Complete all required E-Learning and Toolbox talks.
• To report Health and Safety issues to your manager and, where necessary, National Grid through IMS Reporting.
• Complete any relevant training prior to the commencement of employment.
• To report all accidents and near misses to your Line Manager to ensure appropriate records are kept and maintained.
• Promote good safety habits and safe methods of work

Person Specification

Desirable Requirements

• Passionate about delivering excellent customer service and support services to our clients and customers.
• Acts with honesty and integrity.
• Creative and experimental in order to introduce new ideas to prospective clients.
• Exceptional interpersonal skills, with high professionalism and excellent written and communication.
• High expectations for quality and an eye for detail.
• High standard of personal presentation.
• Ability to manage multiple projects and work assignments.
• Takes the opportunity to continuously learn and grow.

Essential Requirements

• Collaborating and team working - Can demonstrate commitment to colleagues, team objectives and partnership working opportunities.
• Developing productive relationships - Can build effective working relationships with a diversity of individuals and groups (e.g. senior managers, graduates) and work effectively as part of a team
• Planning and co-ordination - Ability to establish clear targets, define plans and co-ordinate resources in order to meet them.
• Exercising political awareness - Ability to recognise the impact of politics and changing development pressures on the Company and to work accordingly.
• Delivering positive change - Ability to generate innovative ideas and seize opportunities presented by wider change processes, with aptitude and creativity to inspire and persuade.
• Delivering results - Works hard, takes ownership and consistently meets or exceeds targets.
• Promoting diversity - Promotes respect for all people, recognises differing needs, expectations, and challenges.
• Corporately Aligned – on the side of the business.
• IT skills including database management.
• Flexible approach to work.
• Team player