Workplace Lead

• Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.
• Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.
• Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.
• Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.
• Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.

• Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.
• Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.
• Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.
• Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.

• Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.
• Manage post and courier services, including internal and external collections and deliveries.
• Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.
• Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.
• Support PEEPs, emergency evacuations, and health & safety procedures as required.
• Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.

• Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.
• Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.
• Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.
• Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.

• Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.
• Strong interpersonal and communication skills with a customer-first attitude.
• Experience managing AV/meeting room systems and the ability to train others as a system 'super user'.
• Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.
• Proactive mindset with a keen eye for detail and passion for service excellence.
• Familiarity with workplace management systems such as Maximo (preferred).
• Strong team ethic with flexibility to support out-of-hours and emergency cover when required.

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

• Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
• Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
• Informed knowledge of the contractual KPIs & SLAs

• Responsible for acting and behaving in line with One Code
• Responsible for attending / participating in monthly team meetings, briefings & internal communications
• Informed knowledge of all company engagement and communications initiatives

• Accountable for positive client perception
• Informed knowledge of key stakeholders on the account
• Informed knowledge of the client values and objectives
• Informed knowledge of contribution towards client retention

• Responsible for completing monthly timesheet or equivalent and following expenses procedures
• Responsible for caring for any company property provided
• Informed knowledge of the impact of behaviour on the finances of the contract
• Informed knowledge of company USP

• Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
• Responsible for owning own development, and ensuring all learning is put into practise
• Responsible for personal performance including delivery of agreed personal objectives
• Informed knowledge of HR procedures and expectations outlined in employee handbook

• Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
• Informed knowledge of Link scheme including how to identify business development opportunities
• Informed knowledge of all Signature service offerings and other outsourced service lines on site

• Accountable for reporting any near misses, dangerous occurrences or incidents immediately
• Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
• Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
• Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

• Informed knowledge of contract innovations and overall contract and business strategy
• Informed knowledge of upcoming projects and relevant changes to their role

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