Job Description

Job Purpose:

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting an Experience Specialist to join the team located in London. The successful candidate will be primarily responsible but not limited to all day-to-day services relating to the clients London Office and act as a key contact for those users. This person will primarily be responsible for the delivery of the Customer Service Experience, ensuring exceptional customer interaction, leaving guests and callers with a positive, professional and lasting impression. The individual(s) will assist the Line Manager to ensure a consistent and smooth link with the rest of the team. They will also be multi-skilled to meet the wide and varied requirement of the role.

Focus will be given to operational responsibility for the delivery of facilities services within the client\'s office.

This role is to ensure that all services are delivered in a confident and an efficient manner. The individual will ensure offices operate as smoothly as possible, so the clients\' athletes are not distracted from their own work by having to deal with premises and building related Issues. The customer facing elements of their activities include but not limited to reception; Stationery ordering; locker management; catering support; Floor inspections; fuel station monitoring 7 ordering; meeting room bookings and setup logistics.

Key Tasks:

Key Responsibilities

• Provide an exceptional Customer Service experience to site residents and their guests, acting as a single point of contact for all enquiries they may have.
• Employee & Guest Tours conducted.
• Ensure Athletes & Guests are greeted & welcomed courteously, and their needs are anticipated at all times.
• Shared inbox management email allocation and sorting, maintain a clean shared inbox by allocating and filing all actioned emails.
• Provision of Reception services between the hours of 08.00 and 17:00 as directed by the line manager.
• Efficient guest registration and host notification with the ability to remember guest names and faces.
• Explain the HSE and evacuation procedures to each guest and non-resident visitors.
• To provide a positive, professional, and seamless link between the various supply partners supporting the client\'s office.
• Be at the forefront of customer relationships in the site.
• Ownership and proactive management of the conference rooms and associated services
• Responsible for adherence to CBRE and QHSE processes and procedures
• Continually review and improve customer service.
• Effective use of the client\'s and CBRE IT systems as required.
• Focus on effective management of stationery orders.
• Ensure the timely delivery of information for weekly & monthly reports.
• Aid the implementation of effective communication processes across the FM team.
• Maintain good working knowledge of contract scope.
• To take ownership for the visual standards of the entire experience area and all related areas that impact on the Customer Experience.
• Daily walk-around inspections (Helpdesk raising if applicable to the client or Kings Cross Estates) Two per day, morning, and evening.
• Fuel Station Monitoring & Ordering
• Slack Comms, Ad-hoc updates, Weekly Messages, Celebration messages
• Email Comms (When approved/Requested by City Manager)
• Local Services Taxi Services Dry Cleaners Post Office Restaurants
• Waste - Working with Cleaners to ensure waste is managed appropriately. Battery Bin emptying (To Coop, once full, on inspection)
• Local Planon - Helpdesk Allocation Backend management and report pulling Events & catering monitoring, Visitor Monitoring
• Updating to relevant onsite playbooks when required.
• Tracking, Team Birthdays & Team Annual Leave
• Fire Marshal & First Aider
• To undertake general team administration duties for the Facilities Management operation as directed.
• Ensure that all absences from the reception desk are managed so that the desk is never left unattended during operational hours.
• Completion of the daily shift checklists morning and afternoons and monthly reports to promote the running of an efficient reception service.
• Able to provide, general information on the local area, directions, traffic & travel updates, information on flights and travel timetables

Health & Safety

• Undertake regular Health & Safety Inspections, Audits and Housekeeping Tours
• Maintain a safe working environment within the areas of responsibility.
• Participate in incident reporting by ensuring Near Miss incident and accidents of staff are logged via the CBRE platform Harbour.x 2 per month
• Be fully conversant with the reporting procedures for any non-conformance / incident in relation to H&S and first aid.
• Must know where the fire exits locations are situated and follow all on site procedures during evacuation.
• Maintain a good working knowledge of relevant Health & Safety legislation.

Working Times

• Operating an average 40 hours working week, delivering services between 08:00 - 17:00 hrs. Monday to Friday

Performance Excellence

• At a formal level the job holder will be charged with a number of Customer Service/relationship objectives as part of their annual appraisal and development plan.
• At an informal level the individual will be encouraged to actively participate in the customer service and wider FM team to drive continuous improvement.

CBRE GWS

CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry\'s most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.

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