Senior Workplace Services Ambassador

Job description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Senior Workplace Services Ambassador. This role provides a professional, engaging, and interactive first point of contact for the building occupants with any operational queries/issues they may have. They are also a point of escalation for the remit assigned to the Workplace Ambassadors. The role is an interface between clients and vendors, providing focus on key areas to ensure that exceptional standards are always maintained, whilst ensuring that issues are proactively identified and addressed by all vendors that service the building before the clients become aware of them.

Key Responsibilities:

• Provide structured and innovative ideas to direct reports and GWS management on enhancing and improving of client-facing work areas based on daily inspections, client feedback and work solutions.

• Build and promote strong interpersonal working relationships with client Executive Admin Personal Assistants throughout the divisions, providing monthly strategic overview reports on

Health and Safety:

• Ensure all staff maintains safe working practices through the implementation of company and client Health & Safety Standards

• On-floor support for BCP and emergency situations

• Give floor inductions (to include health and safety) for new starters, working closely with HCM/floor admins when onboarding.

• Report hazards and safety observations through the CBRE Harbour system in a timely fashion

• Work closely with health and safety vendor to conduct regular inspections.

High-profile areas:

• Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained.

• Focus on Executive Office

• Assist with visitor management, including coordinating key client visits end to end, meeting and escorting where appropriate.

Client spaces:

• Ensure that all areas are 'fit for businesses, both functionally and aesthetically

• Facilitate usage of non-bookable rooms, including inspections to ensure that the room is 'fit for business', ready for the next client (liaise with other vendors to ensure the room is fit for purpose)

• Manage community activities (e.g., kitchen table, divisional updates, training sessions, community whiteboard, socials) through ensuring the Kitchen Table Area is always kept clean and tidy - liaising with the Cleaning Team/support events around the Kitchen Table Area

Education/Experience:

• Strong Customer Service background with previous experience in 4 / 5-star Hospitality services industry desirable

• Line management experience

• FM experience (minimum 1 year experience)

• Health and Safety Knowledge (IOSH/ NEBOSH preferred)

Skills:

• Enthusiastic about customer service and keen to develop FM knowledge.

• Firm understanding of delivering exceptional customer service.

• Acute eye for detail and service standards with excellent communication and influence skills (written and verbal) client engagement and improvement innovation ideas to GWS.

• Identify ongoing best practice, standardisation, and technology improvements to support /improve the operation.

• Deputise duties as necessary.

• Develop / Lead vendor working group (build new working relationships with the Reception Team, Catering Team, etc., providing the One Team Approach) to improve and manage the end-to-end process, agree formal service levels, review the Visitor journey/experience whilst at PTC.

Issue prevention and resolution:

• Carry out inspections of designated areas as outlined, record and proactively report issues and defects to the facilities helpdesk.

• Maintain ownership and proactively manage all issues in conjunction with the wider FM team.

• Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner.

• Ensure all work orders are responded to quickly and efficiently within agreed SLAs.

• Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, including monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations)

Vendor management/one-team approach:

• Be at the forefront of the customer relationship; provide a positive, professional, and seamless link between the various supply partners/vendors supporting Plumtree Court

• Ensure that all Vendors always provide and maintain the required service levels, providing guidance and support as required.

• Develop and facilitate working relationships with other onsite vendors, ensuring their service delivery and follow-up receive primary focus in Front of House areas and critical systems.

• Ownership of assigned remit to include leading daily team huddle at start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities etc.

• Provide oversight for hospitality areas, such as pantries and 'Grab & Go' areas, coordinating closely with hospitality vendor.

Key divisional admin engagement/on-floor presence:

• Maintain regular contact with on-floor client contacts and building occupants, developing business relationships and monitoring customer perception and satisfaction to feedback to WPM.

• Continually review and improve customer service to feedback to management.

• Develop a working relationship with the vendor to promote Workplace Ambassador service via Front of House noticeboard (entry to floors, pantries, restaurant TV screen) with contact details.

• Diplomacy in a demanding, fast-moving client-driven environment

• Ability to interact successfully at all levels of seniority within GS/the firm.

• Excellent communication skills

• Smart and well always presented.

• Initiative-taking, positive energy with a can-do attitude and friendly demeanor

• Flexible, collaborative, and good organizer.

• Proficiency to follow up on multiple issues/queries simultaneously.

• Good Health and Safety knowledge

About CBRE Global Workplace Solutions:

As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years, and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE."

Application Process:

Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.

Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.

No agencies please.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.

#GWSEMEA