ROLE: Workplace Experience Lead
LOCATION: Coventry
CONTRACT: Full Time
At Mitie, our people are our greatest strength, and our purpose is to create places where people can thrive and be their best every day. We're looking for a Workplace Experience Lead (WEL) to manage and deliver a 5‑star workplace experience across a high‑profile client site, acting as a cultural ambassador, service leader, and key client interface.
- Act as the primary point of contact for Workplace Experience, taking ownership of customer issues and service requests across all service lines.
- Deliver a consistently high‑quality front‑of‑house experience, ensuring a welcoming and professional environment for all visitors and stakeholders.
- Build strong client relationships, proactively understanding customer needs and delivering personalised workplace experiences.
- Lead the Front‑of‑House team, maintaining high standards of presentation, service delivery, and customer engagement.
- Coordinate service delivery across all service lines, ensuring issues are addressed promptly and effectively.
- Monitor workplace standards, including cleanliness, maintenance, and comfort, logging and following up on service issues.
- Support meeting room and occupancy management, ensuring efficient use of space across the building.
- Conduct regular building inspections and daily checks to ensure consistent quality standards.
- Support emergency procedures, including evacuation protocols and compliance checks.
- Drive continuous improvement by identifying opportunities to enhance workplace experience, efficiency, and innovation.
- Manage customer feedback, complaints, and compliments, ensuring appropriate escalation and resolution.
- Work collaboratively with operational, support teams, and suppliers to ensure seamless service delivery.
Applicants must meet the below defined requirements for the role.
- Proven experience in Workplace Experience, Front of House, Soft Services, or Operations within a customer‑facing environment.
- Experience leading teams and delivering high‑quality customer experience in corporate, FM, hospitality, or events environments.
- Strong knowledge of workplace services, real estate operations, or facilities environments.
- Excellent communication, interpersonal, and stakeholder‑management skills.
- Strong organisational skills with the ability to prioritise and manage multiple tasks.
- Understanding of Health & Safety and statutory compliance requirements.
- Ability to work confidently with senior clients and manage demanding situations professionally.
- Professional qualifications such as IWFM or equivalent.
- IOSH Managing Safely or similar Health & Safety certification.
- Experience within large, multi‑service, or multi‑site environments.
- Knowledge of building services or facilities operations.
- Opportunity to lead Workplace Experience on a high‑profile client account.
- Access to Mitie's Choices lifestyle benefits platform, including extra holiday purchase, dental cover, and retail discounts.
- Virtual GP access and financial wellbeing support.
- Career progression within Mitie's Workplace Experience and Soft Services teams.
- Recognition through the Mitie Stars programme.
There's a place for you at Mitie — join us today!
