Workplace Experience Coordinator

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Services Ambassador to join the team located in London. The successful candidate will provide 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. The successful candidate will receive training and support to develop their career in Facilities Management. Key Tasks:

• Develop and maintain client facing relationship.
• Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout CGC.
• 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 Citi/CBRE 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'.
• 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
• 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 management (managing client expectations)
• Report hazards and safety observations through CBRE myHSE system in a timely fashion
• Work closely with health and safety vendor to conduct regular inspections
• 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
• Manage community activities (e.g. kitchen table, divisional updates, training sessions, community whiteboard, socials) through ensuring Kitchen Table Area is kept clean and tidy at all times - liaising with the Cleaning Team / support events around the Kitchen Table Area
• Recruit/ Engage with change champions and floor stakeholders on the rollout
• Scheduled/ minuted meetings to be carried out on a monthly/ quarterly
• Liaison with stakeholders on what desks are not clear the previous day to encourage improvement.
• Observation reporting on vacant desks
• Proactively report on any maintenance issues to CRS Helpdesk.
• Report on any known AV issues to Multimedia services.
• Locker set/reset
• Liaision with Facilities Management team and escalating where required
• Participation in welcome workshops
• Innovation and suggestions to enhance service delivery
  
  General Education GCSE, minimum 5 at pass levels required., Reliable and conscientious worker willing to learn and develop new skills and adapt to new working environments
• Good administrative skills
• Well organised and good prioritisation and planning skills
• All services are delivered in a confident and efficient manner
• Service orientated attitude combined with innovative thinking and the willingness to learn more about FM.
• Self-motivated and resourceful with good written and verbal communication skills
• IT literate with strong experience of working with Microsoft Word, Excel, Outlook and Powerpoint software
• Able and flexible handling a wide variety of items daily
• Ability to work under pressure
• Able to communicate with all levels of staff in a polite and efficient manner
• Strong Customer Service background with previous experience
• Ability to prioritise workload to effectively meet deadlines
• Passionate about customer service and keen to develop FM knowledge
• Firm understanding of delivering exceptional customer service
• Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)
• Diplomacy in a demanding, fast-moving customer focused environment
Knowledge
• Knowledge and awareness of the Service projects and facilities management industry
• Good Health and Safety knowledge
Experience
• Administration and customer services experience with the ability to communicate at all levels
• Minimum of 3 years' experience in a customer service environment
Aptitude
• Natural flair and skill in organisation and time keeping.
• Must adhere to CBRE RISE values at all times
• Ability to interact successfully at all levels of seniority within Citi/ CBRE
• Excellent communication skills
• Smart and well presented at all times
• Proactive, self-motivated energy with a positive can-do attitude and friendly demeanour
• Flexible, team orientated and good organiser
• Proficiency to follow up on multiple issues/queries simultaneously
  
  CBRE is the world's leading commercial real estate services firm with offices located around the globe. CBRE currently employs roughly 80,000 people worldwide, with 2,500 working in the UK. The Company's core services include property sales, leasing and management, facilities and project management, investment management and, research and consulting. In central London, CBRE advises on more commercial property than any other adviser and across the United Kingdom with offices in Aberdeen, Birmingham, Bristol, Edinburgh, Glasgow, Jersey, Leeds, Liverpool, Manchester, and Southampton.
CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)