Workplace Experience Manager

Company Profile

CBRE is the global leader in real estate services and building services, we leverage the industry's most powerful knowledge base to meet the commercial real estate and property needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Workplace Experience Manager

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Host to join the team located in Cambridge.

Role Summary:

This role is responsible for the delivery of Workplace Services, with a primary focus on providing world class and unforgettable experiences that match CBRE's brand positioning. Services may be directly performed by the company, or third-party service providers in collaboration with this role.

Provides coordination 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 CBRE community with general administrative support including all mailroom services, event management, bike locker management, etc. Requests building and/or equipment 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 orientation management.
Provides administrative support including meeting coordination, office and Workplace Experience equipment care, and supply management.
Responds to community requests and complaints regarding Workplace Experience services.
Maintains relationships with vendors that provide services and goods to the office.
Ensure safety standards are met by those delivery Workplace Experience services; whether CBRE employees or third-party service providers.
Manages facilities and office requests, follow up on all request upon completion and escalate recurring issues.
Manage office, client suite and community stock and ensure system 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 floors and 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 External events, including set up, breakdown, vendor management, primary contact during events 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 ensure the daily floor checks are to the agreed standard.
Collaboration with IT, Maintenance and Helpdesk to ensure timely reporting and closing out of tickets and jobs.
Report health and safety hazards on Harbour and raise tickets to both Facilities and IT related Helpdesk.
To manage time and attendance technology for the Workplace Experience Team, and monitor staff attendance and time keeping.
To ensure the Workplace Experience Team rota is managed and communicated weekly/monthly covering all shifts.
To lead, co-ordinate and motivate the Workplace Experience Team.
To carry out interim and annual performance reviews for Workplace Experience Team members and update on Talent Coach.
Hold regular team / one to one meetings to ensure effective communication.
Monitor Workplace Experience Team staff performance and take necessary action when required.
Manage all absence requests including annual leave and sickness, and update on MyHR in line with the relevant processes and procedures.
Effectively recruit people for the Workplace Experience Team with the appropriate skills, abilities and attitudes to fulfil the job roles.
Measure KPI's / KEI's and service standards against agreed and obligated levels.
Review and update Workplace Playbooks on a monthly basis.
Cross Train Workplace Experience Team on all aspects of duties, including FOH, Mailroom Services and Floor Ambassador duties.
Train and act as ad hoc cover for the Workplace Team as part of the one team approach.
To maintain excellent relationships with other service partners.
Highlight any issues to the Contract Manager if necessary.
Communication Skills:

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large 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 options in complex situations.
Additional Skills:

Intermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies (Ellis AI and Co Pilot), handheld mobile technologies and applications, and communications.

Results oriented - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges. Customer focussed - develop strong customer relationships by listening to and satisfying customer needs. Drives accountability - ability to establish clear, measurable goals, taking ownership of responsibilities and commitments to those goals and moving others to responsibility for their goals.

Experience Required:

Qualifications / Experience / Professional Memberships:
Degree or qualifications at further education level is preferred.
A minimum of 2 - 4 years management experience (e.g. Front Desk, Concierge, Meeting Room Management, or Customer Service roles) is essential.
Experience in facilities management and / or dealing with suppliers / contractors is desirable