Purpose:

This role provides a professional, engaging and interactive first point of contact for the building occupants with any operational queries/issues they may have. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the clients become aware of them.

This position will:

Develop and maintain client facing relationship.

Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout Plumtree Court.

Ensure bespoke service delivery of all Front of House facilities services throughout the campus.

Act as the interface between all vendor operatives who provide an on-floor service for our customer, ensuring a seamless service delivery.

Perform duties to maintain the GS /GWS standards whilst delivering a high level of personal client engagement.

Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are ‘fit for business’.

Key Accountabilities & Deliverables:

Issue prevention and resolution:

Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk

Maintain ownership and proactively manage all issues in conjunction with the wider FM team

Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner

Ensure all work orders are responded to quickly and efficiently within agreed SLAs

Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations)

Vendor management/one team approach:

Be at the forefront of the customer relationship; provide a positive, professional, and seamless link between the various supply partners/vendors supporting Plumtree Court

Ensure that all Vendors always provide and maintain the required service levels, providing guidance and support as required

Develop and facilitate working relationships with other onsite vendors, ensuring their service delivery and follow up receive primary focus in Front of House areas and critical systems

Ownership of assigned floor to include leading daily team huddle at start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities etc

Provide oversight for hospitality areas, such as pantries and ‘Grab & Go’ areas, coordinating closely with hospitality vendor

Co-ordinate Late Meal Programme, where appropriate, through utilizing divisional relationships to understand staff working hours and requirements

Key divisional admin engagement/on-floor presence:

Maintain regular contact with on-floor client contacts and building occupants, developing business relationships and monitoring customer perception and satisfaction to feed back to WPM

Continually review and improve customer service to feed back to Senior Workplace Ambassador – through a feedback system (TBC)

Develop working relationship with vendor to promote Workplace Ambassador service via Front of House noticeboard (entry to floors, pantries, restaurant TV screen) with contact details

Health and Safety:

Ensure all staff maintains safe working practices through implementation of company and client Health & Safety Standards

On-floor support for BCP and emergency situations

Give floor inductions (to include health and safety) for new starters, working closely with HCM/floor admins when on-boarding

Report hazards and safety observations through CBRE myHSE system in a timely fashion

Work closely with health and safety vendor to conduct regular inspections

High profile areas:

Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained

Focus on Executive Office (details to be defined)

Assist with visitor management, including coordinating key client visits end to end, meeting and escorting where appropriate

Check local Vending Areas to ensure adequate visitor cups are available – liaise with Vending Team