CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management.
About The Role We are recruiting a Workplace Experience Coordinator 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 Responsibilities- 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 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
- Liaison with Facilities Management team and escalating where required
- Participation in welcome workshops
- Innovation and suggestions to enhance service delivery
Experience Required- Reliable and conscientious worker willing to learn and develop new skills and adapt to new working environments
- Good administrative skills
- Well organized 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
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 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years, and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE."
Application Process: Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role. No agencies please. Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.
