Job Title: Workplace Lead (Guest Services Role)
Location: Central Birmingham -  Brindley Place, Birmingham, B1 2JB

Salary: £28,800 + 
Working Hours: 40 hours per week
Shift Patterns: Covering 2 Shift Patterns from 07:30 - 17:00

The Workplace Lead will act as the face of the executive office, delivering a seamless, personalised, and 5-star hospitality experience for employees, visitors, and executives. This pivotal role is responsible for creating a professional, welcoming, and service-led environment that enhances every aspect of the workplace journey from arrival to departure. The role combines high-end front-of-house service, operational support, and coordination of workplace services, ensuring all interactions reflect Phoenix Group's commitment to excellence. This role is to lead a team of 5 for a brand new site opening in central Birmingham. We would like the individual to have ideally 2 years of experience of managing a team.

Customer Experience & Hospitality:
•    Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.
•    Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.
•    Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.
•    Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.
•    Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.
Meeting & Event Support:
•    Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.
•    Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.
•    Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.
•    Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.
Workplace Operations:
•    Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.
•    Manage post and courier services, including internal and external collections and deliveries.
•    Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.
•    Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.
•    Support PEEPs, emergency evacuations, and health & safety procedures as required.
•    Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.
Service Delivery & Improvement:
•    Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.
•    Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.
•    Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.
•    Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.
 

Person Specification
•    Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.
•    Strong interpersonal and communication skills with a customer-first attitude.
•    Experience managing AV/meeting room systems and the ability to train others as a system ‘super user'.
•    Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.
•    Proactive mindset with a keen eye for detail and passion for service excellence.
•    Familiarity with workplace management systems such as Maximo (preferred).
•    Strong team ethic with flexibility to support out-of-hours and emergency cover when required.

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;

Service excellence:

• Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
• Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
• Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

• Responsible for acting and behaving in line with One Code
• Responsible for attending / participating in monthly team meetings, briefings & internal communications
• Informed knowledge of all company engagement and communications initiatives

Client relationships:

• Accountable for positive client perception
• Informed knowledge of key stakeholders on the account
• Informed knowledge of the client values and objectives
• Informed knowledge of contribution towards client retention

Finance & Commercial Awareness

• Responsible for completing monthly timesheet or equivalent and following expenses procedures
• Responsible for caring for any company property provided
• Informed knowledge of the impact of behaviour on the finances of the contract
• Informed knowledge of company USP

People & productivity:

• Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
• Responsible for owning own development, and ensuring all learning is put into practise
• Responsible for personal performance including delivery of agreed personal objectives
• Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

• Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
• Informed knowledge of Link scheme including how to identify business development opportunities
• Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

• Accountable for reporting any near misses, dangerous occurrences or incidents immediately
• Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
• Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
• Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

Strategy: innovation, change & project management:

• Informed knowledge of contract innovations and overall contract and business strategy
• Informed knowledge of upcoming projects and relevant changes to their role