Workplace Experience Supervisor - London, United Kingdom - CBRE

CBRE
CBRE
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
Posted- 13-Feb-2024- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative- Location(s)- London - England - United Kingdom of Great Britain and Northern Ireland
Key Responsibilities:

  • Oversight of office spaces as well as users' journey and experience across the building
  • Working closely with client On Site Solutions (OSS) senior stakeholders
  • Point of escalation for operational issues across campus
  • Manage/ support implementation of agreed initiatives to ensure that the goal is achieved to specification, timescale, and budget
  • Ensure quality, statutory, and legislative compliance and consistency of service via delivery work streams, in alignment with client expectations
  • Develop and manage client On Site Solutions (OSS) service delivery, maintaining operational and commercial compliance in accordance with client and CBRE expectations
  • Continually seek to improve client satisfaction, demonstrated through approved key performance indicators and maintaining current performance levels in an everchanging business environment
  • Demonstrate sound understanding of current legislation, environmental and quality related issues, including sustainability and its impact on energy
  • Closely work across all client On Site Solutions (OSS) service lines in a collaborative manner
  • Provide problem solving solutions to client team
  • Create and maintain strong and positive relationships across all client On Site Solutions (OSS) service lines
  • Support to BCP and other UK sites as needed
  • Raise, review and approval of permits

Building Users' Experience & Engagement

  • Communication across all building's users and senior onfloor stakeholders on all client On Site Solutions (OSS) activities taking place that have a business impact
  • Users' engagement and support across all divisional spaces
  • To actively support and facilitate divisional initiatives as needed and requested
  • Point of escalation for the building's occupants with any client On Site Solutions (OSS) operational queries/issues

Vendors & Contractors Management

  • Vendors support from a client On Site Solutions (OSS) perspective of ad hoc services available in Plumtree Court
  • Facilitating/ managing vendors// contractors' access to PTC
  • Client One Site Solutions (OSS) support for ad hoc requests
  • Management of vendors/ contractors (and budgets) in line with client service delivery expectations
  • Oversee outputs from vendor working to improve and manage the endtoend process, agree formal service levels, review the Visitor journey / experience

Events & VIP Visits

  • Management of requests for FM service delivery for events taking place in PTC
  • Encourage collaboration and cooperation across all vendors/ teams
  • Coordinating necessary FM & Engineering activities with CBRE operational/ management teams to ensure effective 'joined up' delivery of services
  • Requesting quotes, managing, and gaining approvals for ad hoc FM and Engineering services that entail costs
  • Raising FM POs according to costs occurred
  • Closely work with hospitality and events teams to resolve any operational FM/ Engineering issues across conference centre and hospitality spaces
  • Collaborating with hospitality/ events team on building new processes and procedures spanning across all vendors/ spaces

Education:


  • Degree level or equivalent
- +5 years' experience in facilities management/hospitality industry


Essential Skills:


  • Strong Customer Service background with previous experience in 4/5star Hospitality/FM industry
  • Passionate about customer service and keen to develop FM knowledge.
  • Firm understanding of delivering exceptional customer service.
  • Diplomacy in a demanding, fastmoving customer focused environment
  • Ability to interact successfully at all levels of seniority within client account/the firm.
  • Excellent communication skills
  • Proactive, selfmotivated energy with a positive cando attitude and friendly demeanor
  • Flexible, team orientated and good organizer.
  • Proficiency to follow up on multiple issues/queries simultaneously.
  • Good Health and Safety knowledge

About CBRE Global Workplace Solutions:


As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building.

Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services.

Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

CBRE Group, Inc.

is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices).

CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top bran
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