Salary £60,000 - £62,000 based on experience 

Job objectives and responsibilities

You will implement the agreed colleague engagement, workplace and security strategy, and drive service improvements that create a memorable and lasting experience to all Campus users / visitors. Using your unique personality and excellent organisation skills to deliver an exceptional service and bring our vison to life for the client. You will take full ownership of the working environment and colleague/customer touchpoints and maintain consistently high standards across all integrated FM services,
You must have a strategic mindset with a demonstrable track record of leading and supporting operational change and transformation projects to drive service excellence. 

•    Own the student experience service delivery, providing an exceptional service experience for all 
            internal and external customers visiting or working within the building. 
•    Drive consistency in service delivery across the LSBU campus while enabling tailored, site-specific enhancements that reflect the local community and culture.
•    Service Excellence Mindset: Strong commitment to delivering an outstanding guest and client experience; able to translate standards into practical, consistent action on the ground.

•    Own service delivery across visitor and reception management, ‘Workplace Hubs', security and any
            other services linked to the colleague experience of utilising the workspace. 
•    Capture and escalate risks, resistance, or issues to relevant stakeholders, offering practical solutions and adjustments as needed.
•    Work alongside site FM and team supervisors to embed new behaviours, responsibilities, and service techniques.
•    Manage, recruit, train and coach a diverse team of individuals across Campus Safety Ambassadors for FOH and security and Workplace to drive a proactive personalised service across all client sites.
•    Consult with our clients, colleagues, and visitors, to improve their onsite experience – manage 
            service NPS to identify and map action plans to improve the experience. 
•    Line management and supervision of the Campus Safety Ambassadors for FOH and security.
•    Utilise a “hands on” approach whilst maintaining a strategic eye for the development of the business,
            and team members.
•    Deliver our contractual service requirements and act as the link between Campus Safety Ambassadors for FOH and security and visitor experience, and be SPOC (single point of contact) for all Campus safety related issues.
•    Demonstrate a high level of leadership in overseeing the Campus user experience and ensuring 
            continuous customer satisfaction. 
•    Mobilisation and management of a Workplace Hub; a one stop shop location for colleagues and students to receive “in the moment workplace support”.
•    To support the transition and mobilisation of the Campus Safety Ambassador model across the Security & FOH teams. 
•    To ensure the Campus Safety Ambassadors are setup for success and can be productive whilst on 
            site. 
•    Proactively identity improvement opportunities regarding processes and operational delivery, health
            and safety, security processes and own the change management path to deliver the change. 

Main duties

Team Leadership & Training
•    Recruit, develop, and train a highly motivated team who deliver experiences that set us apart from competitors.
•    Foster a collaborative, high-performance culture across all service partners and internal teams.
•    Lead regular team meetings to ensure all members are informed, engaged, and motivated.
•    Ensure Campus Safety Ambassadors are fully trained, presentable, and embody the Mitie values at all times.
•    Work across all service points in the building, fully understanding the service requirements of each area.
•    Provide tailored customer experience training aligned with client values and culture.
•    Maintain accurate personnel records, including working hours, payroll, training, and development.
•    Link team objectives to the business vision and strategy, actively supporting development needs.
•    Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.

Experience & Engagement
•    Take daily ownership of the experiential touchpoint journey, ensuring all colleague, student-facing areas, and service teams meet agreed standards.
•    Act as the single point of contact (SPOC) for campus users and service teams, attending meetings and compiling agreed reports.
•    Be visible and present at campus events, visits, and activities.
•    Conduct regular floor and campus walks, engaging with colleagues, identifying faults, facilities issues, and health & safety concerns.
•    Promote and reinforce positive campus behaviours and etiquette standards.
•    Identify pain points and create “surprise and delight” moments for students, visitors, and other end users.
•    To be present and act as a point of contact for campus events, visits, and activities.
•    Proactively nudge colleagues to support adoption of required campus behavioural habits and
            etiquette standards
•    Respond to First Aid and Security incidents when required.

Process and continuous improvement 

•    Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs
•    Complete regular audits and floor / campus walks to identify challenges and opportunities, 
            and deploy improvement mechanisms.
•    Drive improvements in campus service delivery and ensuring ongoing management, adoption
            and compliance of new client processes and services.
•    Prepare and issue comms and updates via email / other approved means. 
•    Manage the team to ensure site procedures are followed, including but not limited to
            campus / building pass requests.
•    Take ownership of BAU projects and change initiatives, guiding them from idea to delivery.
•    Carry out nightly audits of the visitor and contractor passes and noting any not returned. 
•    Generate regular security reports and send to the relevant people. 
•    To monitor all electronic security systems including building alarms, CCTV and access control
            and be competent in their operation. 
•    To immediately report any systems malfunction. 

Innovation & Experience Design

•    Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
•    Promote and implement workplace technologies that support connection, ease, and productivity for colleagues, students, and visitors.
•    Gather feedback from teams and users to drive small-scale, high-impact improvements and share success stories.

Planning & Partnership
•    Work strategically with the LSBU Operations Manager and IFM team to coordinate building works, events, and activities.
•    Partner with the wider workplace and FM teams to deliver consistent service and exceptional experiences.
•    Build strong relationships with LSBU stakeholders, including operations, HR, facilities, and executive leadership, aligning campus safety and service with organisational goals.
•    Actively engage with other partners and suppliers to encourage innovation and seamless “One-Mitie” operations.

Internal 

•    Ensure all Campus Safety Ambassadors are presentable and demonstrating the Mitie values
            every day.
•    Deploy tailored customer experience training to your team, aligned to Client
            values and culture 
•    To resolve any feedback escalations, relating to the service provided by our team. 
•    Ensure team's personal objective goals are linked to business vison and strategy, facilitating
            and supporting development needs of the team 
•    To actively build relationships with other partners and suppliers, to ensure we are constantly
            innovating and operating as One-Mitie 
•    Be a champion for diversity and inclusion on site 
•    Act in accordance with health and safety, and manual handling procedures as per training 
•    Provision of any other services and activities commensurate to the needs of the business 

Innovation & Experience Design

•    Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
•    Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs.
•    Promote and implement workplace technologies that enable ease, connection, and productivity for all colleagues, campus students and visitors.
•    Gather feedback from teams and users to identify small-scale improvements and share success stories.

Planning & Partnership
•    Work closely and strategically with the LSBU Operations Manager and IFM team to ensure building works, events and activities taking place each day.
•    Work alongside the wider workplace / FM team to deliver service and experiences.
•    Build strategic relationships with LSBU stakeholders, working closely with operations, HR, facilities, and executive leadership to align campus safety with broader organisational goals.

Person Specification – Key competencies 

You are a knowledgeable customer experience professional who is skilled with face-to-face interaction and delivering the most amazing service. We seek people with the following skills and experience: 

•    Proven track record of comparable leadership experience over several years in universities,
            Modern high footfall workplaces and/or hospitality focused establishments.
•    Proactive, organised and meticulous – passionate about Customer Experience 
•    Excellent project and time management skills.
•    Demonstrable experience transforming service delivery to meet new and improved standards 
•    A winning mindset that implements a culture of success and skilled at taking your team and peers on a
            Journey.
•    Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic
            leadership team.
•    Warm and engaging personality style, ability to quickly build rapport and relationship with site users and
            Peers.
•    Exceptional verbal, written, and interpersonal communication skills with core competencies around
            delivering service excellence. 
•    Immaculate grooming, personal presentation.
•    Must be able to identify and resolve issues, and to meet and exceed the expectations of our client. 
•    Must be highly proficient in Outlook, Word, Teams, and Chrome 
•    Competent using visitor and space management tools. 
•    Inspirational leader 
•    Knowledgeable and approachable - Highly visible, always available and obvious go to person 
•    Memorable and hospitality first, connected to the experts for everything else 
•    High profile, professional, friendly and attentive 
•    Connected, calm and in control

Role Overview

As a Workplace Manager you will manage the Campus Safety Ambassadors, your mission is to create a friendly environment with a focus on student safety from a security perspective. Supporting the LSBU Operations Manager and wider Mitie team to proactively manage the campus space / hub area / halls of residences and ensure all is working as intended.  With a blend of exceptional service and attention to detail, you'll ensure every interaction leaves a lasting positive impression.  You will be well organised, able to work independently, and skilled at developing meaningful and productive relationships with the team and our students / clients and key stakeholders.  You will be just as comfortable stepping in to supporting a client with their query, as well as carrying out extensive floor walks and liaising with students on site to resolve any issue that is impacting the experience on campus acting as a role model for all Campus Safety Ambassadors.  You will be spending a lot of time on your feet and be a natural problem solver.    
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. 
Note 
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the