Company Profile
CBRE is the global leader in real estate services andleverages the industry's most powerful knowledge base to meet the commercialreal estate needs of its clients worldwide. Our vision is to be the preeminent,vertically integrated, globally capable real estate service firm. Globally weemploy over 100,000 employees and operate in 48 countries.
Job Title: Workplace Experience Service Lead
CBRE Global Workplace Solutionsis a leading global provider of integrated facilities and corporate real estatemanagement. We are recruiting a Workplace Experience Service Lead to join theteam located in London.
Key Responsibilities
Lead, developand motivate a high-performing Experience team (Reception, Admin, Events,Mailroom)
Set clearexpectations, KPIs and service standards across all roles
Providecoaching, training and performance support to ensure consistent delivery
Create apositive, engaged team culture aligned with client values
Deliver apremium, consistent workplace experience for employees and visitors
Own theend-to-end guest journey (arrival, hosting, support)
Ensure receptionand shared spaces meet 5 standards at all times
Drive engagementinitiatives and elevate service beyond “brilliant basics”
Oversee planningand delivery of internal and external events
Coordinate AV,catering, room setups and guest management
Ensure seamlessexecution and high-quality experience delivery
Promoteworkplace activation initiatives to enhance office culture
Manage ticketingsystems and ensure SLA compliance
Trackperformance metrics (CSAT, feedback, service delivery)
Produce regularreports on workplace activity, trends and improvements
Identifyoperational gaps and implement continuous improvement actions
Build strongrelationships with client stakeholders
Act asescalation point for service issues
Work closelywith FM, Cleaning, Security, IT/AV and Catering teams
Drive a “One Team” approach across WorkplaceServices and Experience teams
Coordinate dailyoperations to ensure a smooth-running workplace
Review andimprove SOPs, playbooks and maintain documentation, guides and servicestandards.
Supportrecruitment, onboarding and training of team members
Support the teamduring peak periods or high-demand events
Step intooperations when required to maintain service continuity
Ensureday-to-day service delivery remains smooth and proactive
Person Specification/Requirements
Experience inAdministration or Event Coordinating,
Treat people theway they want to be treated — fostering respect, empathy, and understanding.
Bring contagious energy and positivity toevery interaction.
See every day asa new opportunity to shine and show up with enthusiasm.
Maintain aproactive mindset and can-do attitude, even in fast-paced or changingenvironments.
Be highlyorganised and efficient, mastering task management and prioritisation.
Anticipate andresolve potential issues before they become problems.
Strongcommunication and interpersonal skills, building great relationships acrossteams and suppliers.
Flexible,adaptable, and resourceful - thriving under pressure and during live events.
Detail-oriented with a passion forcreating smooth, high-quality experiences for others.
