Workplace Experience Service Lead

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 100,000 employees and operate in 48 countries.

Job Title: Workplace Experience Service Lead

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

Key Responsibilities

Lead, develop and motivate a high-performing Experience team (Reception, Admin, Events, Mailroom)
Set clear expectations, KPIs and service standards across all roles
Provide coaching, training and performance support to ensure consistent delivery
Create a positive, engaged team culture aligned with client values
Deliver a premium, consistent workplace experience for employees and visitors
Own the end-to-end guest journey (arrival, hosting, support)
Ensure reception and shared spaces meet 5★ standards at all times
Drive engagement initiatives and elevate service beyond "brilliant basics"
Oversee planning and delivery of internal and external events
Coordinate AV, catering, room setups and guest management
Ensure seamless execution and high-quality experience delivery
Promote workplace activation initiatives to enhance office culture
Manage ticketing systems and ensure SLA compliance
Track performance metrics (CSAT, feedback, service delivery)
Produce regular reports on workplace activity, trends and improvements
Identify operational gaps and implement continuous improvement actions
Build strong relationships with client stakeholders
Act as escalation point for service issues
Work closely with FM, Cleaning, Security, IT/AV and Catering teams
Drive a "One Team" approach across Workplace Services and Experience teams
Coordinate daily operations to ensure a smooth-running workplace
Review and improve SOPs, playbooks and maintain documentation, guides and service standards.
Support recruitment, onboarding and training of team members
Support the team during peak periods or high-demand events
Step into operations when required to maintain service continuity
Ensure day-to-day service delivery remains smooth and proactive

Person Specification/Requirements

Experience in Administration or Event Coordinating,
Treat people the way they want to be treated - fostering respect, empathy, and understanding.
Bring contagious energy and positivity to every interaction.
See every day as a new opportunity to shine and show up with enthusiasm.
Maintain a proactive mindset and can-do attitude, even in fast-paced or changing environments.
Be highly organised and efficient, mastering task management and prioritisation.
Anticipate and resolve potential issues before they become problems.
Strong communication and interpersonal skills, building great relationships across teams and suppliers.
Flexible, adaptable, and resourceful - thriving under pressure and during live events.
Detail-oriented with a passion for creating smooth, high-quality experiences for others