CompanyProfile
CBRE is theglobal leader in real estate services and building services, we leverage theindustry's most powerful knowledge base to meet the commercial real estate andproperty needs of its clients worldwide. Our vision is to be the preeminent,vertically integrated, globally capable real estate service firm. Globally weemploy over 70,000 employees and operate in 48 countries.
Job Title: WorkplaceExperience Manager
CBREGlobal Workplace Solutions is a leading global provider of integratedfacilities and corporate real estate management. We are recruiting a WorkplaceExperience Host to join the team located in Birmingham .
Role Summary:
Thisrole is responsible for the delivery of Workplace Services, with a primaryfocus on providing world class and unforgettable experiences that match CBRE’sbrand positioning. Services may be directly performed by the company, orthird-party service providers in collaboration with this role.
Providescoordination and administrative support for delivery of Workplace Services.Services include, but are not limited to:
Front of House
Mailroom Services
Floor Ambassadors
Team Engagement
Building Engagement
Stakeholder Management
Community Programmes
Workplace Coaching & Onboarding
Office Supply Management
Space Reset
Events Management
Manage and influence the Workplace Experience Team and CBREcommunity with general administrative support including all mailroom services,event management, bike locker management, etc. Requests building and/orequipment services as needed.
Assists with the CBRE community on-boarding process,including new employee orientation, training, equipment and software ordering –workflow assistance and welcoming procedures and first day orientationmanagement.
Provides administrative support including meetingcoordination, office and Workplace Experience equipment care, and supplymanagement.
Responds to community requests and complaints regardingWorkplace Experience services.
Maintains relationships with vendors that provide servicesand goods to the office.
Ensure safety standards are met by those delivery WorkplaceExperience services; whether CBRE employees or third-party service providers.
Manages facilities and office requests, follow up on allrequest upon completion and escalate recurring issues.
Manage office, client suite and community stock and ensuresystem is in place to ensure optimum levels.
To maintain a professional appearance at all times.
Site Specific:
Have a comprehensive plan for oversight of all the floorsand the surroundings areas to ensure best Workplace Experience each day.
Maintain HQ – Show sites standard.
Host client tours.
Organisation of VIP guest visits.
Coordinate and oversea logistics for Internal and Externalevents, including set up, breakdown, vendor management, primary contact duringevents ensuring smooth communication between staff, vendors and clients.
Prepare and present monthly reports to the Contract Manager,including People, Operational Performance, Innovation and QHSE activities /updates.
Carry out quality floor checks with FM Management to ensurethe daily floor checks are to the agreed standard.
Collaboration with IT, Maintenance and Helpdesk to ensuretimely reporting and closing out of tickets and jobs.
Report health and safety hazards on Harbour and raisetickets to both Facilities and IT related Helpdesk.
To manage time and attendance technology for the WorkplaceExperience Team, and monitor staff attendance and time keeping.
To ensure the Workplace Experience Team rota is managed andcommunicated weekly/monthly covering all shifts.
To lead, co-ordinate and motivate the Workplace ExperienceTeam.
To carry out interim and annual performance reviews forWorkplace Experience Team members and update on Talent Coach.
Hold regular team / one to one meetings to ensure effectivecommunication.
Monitor Workplace Experience Team staff performance and takenecessary action when required.
Manage all absence requests including annual leave andsickness, and update on MyHR in line with the relevant processes andprocedures.
Effectively recruit people for the Workplace Experience Teamwith the appropriate skills, abilities and attitudes to fulfil the job roles.
Measure KPI's / KEI’s and service standards against agreedand obligated levels.
Review and update Workplace Playbooks on a monthly basis.
Cross Train Workplace Experience Team on all aspects ofduties, including FOH, Mailroom Services and Floor Ambassador duties.
Train and act as ad hoc cover for the Workplace Team as partof the one team approach.
To maintain excellent relationships with other servicepartners.
Highlight any issues to the Contract Manager if necessary.
Communication Skills:
Ability to comprehend and interpret instructions, shortcorrespondence, and memos and ask clarifying questions to ensure understanding.Ability to write routine reports and correspondence. Ability to respond tocommon inquiries or complaints from clients, co-workers, and/or supervisor.Ability to effectively present information to an internal department and/orlarge groups of employees.
Financial Knowledge:
Requires good knowledge of financial terms and principles(Experience of working to an agreed budget)
Strategic and Interpersonal Skills:
Ability to solve problems and deal with a variety of optionsin complex situations.
Additional Skills:
Intermediate skills with Microsoft Office Suite productssuch as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.Comfortable with and embracing of new technologies and digital tools; such asApps, databases, financial management, work order management, socialnetworking, cloud technologies (Ellis AI and Co Pilot), handheld mobiletechnologies and applications, and communications.
Results oriented - ability to achieve business goals, with aconcern for working well, surpassing standards of excellence and passion forchallenges. Customer focussed – develop strong customer relationships bylistening to and satisfying customer needs. Drives accountability - ability toestablish clear, measurable goals, taking ownership of responsibilities andcommitments to those goals and moving others to responsibility for theirgoals.
Experience Required:Qualifications / Experience / Professional Memberships:
Degree or qualifications at further education level ispreferred.
A minimum of 2 - 4 years management experience (e.g. FrontDesk, Concierge, Meeting Room Management, or Customer Service roles) isessential.
Experience in facilities management and / or dealing withsuppliers / contractors is desirable.
