Company name: 

Vodafone 

Job Title: 

Senior Workplace Experience Manager (Stoke) 

Reporting to (position) 

Account Manager 

Our values and behaviours 

Delivering the exceptional, every day 

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day. 

• Our promise to our people: a place to work where you can thrive and be your best every day. 

• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day. 

• Our culture – our core values and how we behave:  

• We are one Mitie. We work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie. 

• We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie. 

• We go the extra mile: whether its keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA. 

• Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. 

• Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do. 

Job objectives and responsibilities 

• Oversee operational delivery within the scope of the contract and manage the customer journey at Stoke. 

• Drive service performance through audits, engagement with partners, and improvement plans. 

• Serve as the primary interface for internal clients and stakeholders, building excellent relationships. 

• Lead and manage a cohesive front-of-house team that delivers exceptional service and aligns with brand values. 

• Ensure statutory, health and safety, and policy compliance through audits and training. 

• Support and lead service line contractors to deliver integrated solutions. 

• Promote a culture of customer excellence, innovation, and continuous improvement. 

• Coordinate site communications and manage internal feedback loops effectively. 

Main duties 

Service Excellence 

• Measure and report on KPIs with client input. 

• Use KPI outcomes and service reviews to improve delivery. 

• Implement and continuously improve Standard Operating Procedures (SOPs). 

Engagement, Culture & Communication 

• Create and manage contract reports and management information (MI). 

• Ensure high-quality communication internally and externally. 

• Champion engagement and participation in business-wide initiatives. 

Client Relationships 

• Provide regular updates and reporting to the client. 

• Align the team with both Signature and Client values. 

• Address client requests proactively and follow through to resolution. 

Finance & Commercial Awareness 

• To have an awareness contract to budget. 

• Identify and implement cost-saving or revenue opportunities. 

• Understand key contractual terms, including penalties and models. 

People & Productivity 

• Manage and improve team performance through development and MI analysis. 

• Ensure HR processes are followed, and team members are supported. 

Business Development 

• Support tender processes and develop the contract organically. 

• Understand and contribute to the wider business growth strategy. 

QHSE and Wellbeing 

• Maintain documentation and training schedules for QHSE. 

• Review and act on incident reports, audits, and risk assessments. 

• Promote a proactive safety culture and wellbeing. 

Strategy, Innovation & Project Management 

• Set team objectives linked to contract and company strategy. 

• Manage and support delivery of site and portfolio projects. 

• Encourage and implement innovative service improvements. 

Person Specification 

• Passionate about leading and creating an environment where everyone can thrive. 

• Excellent analytical skills. 

• Proven knowledge and experience in FM practices. 

• Commercial awareness. 

• Strong report writing skills. 

• Flexible attitude. 

• Experience working in a challenging, fast-paced corporate environment. 

• Comfort in using digital tools to produce and present reports  

 
Desirable 

• IOSH 

• Fire Warden and First Aid training (or willingness to obtain). 

• Familiarity with Visitor Management Systems (e.g., Proxyclick, VGreet). 

• Experience supporting or coordinating events. 

Health and Safety responsibilities 

• Follow Group and company policies and procedures at all times; 

• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment; 

• Use all work equipment and personal PPE properly and in accordance with training received; 

• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system; 

 Information Security 

• Ensure compliance with Mitie's information security procedures in all activities; 

• Proactively identify and report security risks to your manager; 

• Report actual and suspected security incidents;