Position Overview

Hours-07:30 to 16:30 Monday to Friday, however due to the nature of the work will need to be flexible to meet the needs of the site and the business.

We are looking for a qualified and experienced Workplace Assistant (WPA) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account.  The Workplace Assistant (WPA) role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front-of-House' team, the Workplace Assistant (WPA) is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer-facing services. The Workplace Assistant (WPA) will be responsible for ensuring a 5* service is being always delivered, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience. In addition to this the Workplace Assistant (WPA) will oversee all appointed FM support functions to ensure the site services are managed effectively. The Workplace Assistant (WPA) will also be responsible for manual tasks associated with the event and visitor management, such a room set ups, break downs and where required additional porterage duties

The role will report to the Soft services Co-Ordinator/Regional manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The Workplace Assistant plays a key role in maintaining a well-organized, safe, and welcoming workplace environment. This hands-on role includes overseeing the receptionist and front-of-house area, coordinating site, office and facilities support across teams, and providing portering and event setup assistance. The ideal candidate is proactive, people-focused, and capable of balancing routine operations with flexible, on-the-ground support. You will be working as part of the GPA site team, curating a workplace environment that increases well-being, productivity and enhances company culture that our end users want to be a part of. Actively seeking opportunities to improve onsite service experience and deploy new initiatives in line with Mitie and GPA visions.

Main Role

• The Workplace Assistant will be recognised as the GPA point of contact, will represent GPA and will demonstrate in-depth knowledge of the building and take ownership of a customer's issues or requests, regardless of service line.
• Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
• Support the coordination and inspiration of GPA and its customers community as the workplace of choice.
• Establish good working relationships with the customers to be recognised as the natural “go to” person and a trusted partner to deliver on the GPA values.
• Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of GPA and Mitie.
• Leading and create the best customer and workplace experience.
• The Workplace Assistant (WPA) will have full awareness of the emergency contacts and procedures as outlined from the GPA site.
• Lead the Front of House team to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
• To be responsible for the continuous strategic/tactical review of the Workplace Service delivery to the users
• Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of customers and the business
• Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors
• To maintain a close working relationship all service line management teams
• Deliver facilities support when required.

Primary Responsibilities

• Reception & Front-of-House Oversight
• Supervise and support the receptionist to ensure a professional, friendly, and efficient front-of-house service.
• Ensure the reception area and all front-facing spaces are clean, organized, and aligned with brand standards.
• Manage visitor check-in procedures and respond to general inquiries
• Oversee visitor check-ins, badge issuance, and general reception protocols.
• Facilities Coordination
• Serve as a key contact for internal teams requiring facilities support, including maintenance, desk setups, equipment coordination, and office moves.
• Liaise with external contractors, cleaners, and service providers to manage office maintenance and repair needs.
• Monitor and restock office and kitchen supplies, maintaining inventory levels and coordinating with suppliers.
• Portering & Workplace Logistics
• Provide physical support for setting up and breaking down furniture, equipment, and supplies for meetings, workshops, and relocations.
• Move office furniture, boxes, and deliveries across different areas of the building as needed.
• Assist with internal logistics including receiving deliveries and distributing post and packages to relevant teams.
• Event & Function Support
• Support internal events, meetings, and functions with room setup, signage, catering coordination, and AV setup.
• Act as an on-site point of contact during events to assist with logistics, troubleshooting, and breakdown.
• Collaborate with team leads to ensure event space is properly arranged and restored after use.
• Workplace Operations & Health and Safety
• Maintain clean, functional, and organized shared spaces such as kitchens, meeting rooms, and break areas.
• Support compliance with workplace safety protocols, including first aid supplies, evacuation procedures, and safety signage.
• Assist with onboarding setup for new hires, including desk arrangements, access badges, and welcome materials.

Experience

Appropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent. Applicants from other sectors with relevant transferable skills and experience within a customer facing environment such as hospitality or events management are also encouraged. Proven track record of people management in a customer experience focused environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

Essential Skills:

• Previous experience in Soft Services or Operations and knowledge of real estate and

hospitality industry

• Excellent Leadership and Organisational skills

• Good oral and written communication
• Good interpersonal and Influencing skills
• Ability to communicate clearly and confidently and establish client rapport
• Ability to lead teams and work across all levels of management vertically and horizontally
• Competency and understanding of Statutory/H&S Compliance.
• IT literate
• Structured and methodical problem solving
• Health & Safety trained. Minimum requirement – IOSH managing safety
• High school diploma or equivalent required; additional qualifications in office administration or facilities management are a plus.
• 2+ years of experience in a workplace support, facilities, or office coordination role.
• Previous experience supervising reception or front-desk operations is preferred.
• Strong organizational skills with the ability to manage competing priorities.
• Comfortable with physical tasks, including lifting, moving, and portering (up to 25 lbs).
• Strong communication and interpersonal skills.
• Proficient with Microsoft Office, Google Workspace,

Desirable:

• Knowledge of Building services advantageous

·       Previous experience of working in a diverse service delivery team

·       Strong health and safety background

Personal Specification

• Experience of daily interaction with client, leadership team, operational management & front line teams
• Co-ordination and planning skills
• Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
• Customer Care - Capable of delivering results and meeting customer expectations
• Self-motivated, tenacious and result-oriented with a positive outlook
• Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (i.e. Emergency Evacuation Procedures)

Work Environment & Flexibility:

·       This is a full-time, onsite role.

·       Working hours are flexible and may include early mornings, evenings, or occasional weekends to suit business and event needs.

·       Physical mobility and manual handling are required for portering and event support tasks.