Resilience Ambassador - 12-month apprenticeship

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Resilience Ambassador – 12-month apprenticeship, Birmingham

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Client:

Location:

Birmingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

c8557c9802c0

Job Views:

10

Posted:

18.07.2025

Expiry Date:

01.09.2025

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Job Description:

Overview

Our Story

Our small Canadian-born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. Our expansion has been rapid, but what matters most is the common belief that drives all 5,000 of our people to be a different type of real estate organization. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose, to have a positive impact on people’s lives. In short, we are a global commercial real estate advisory firm with a simple aim: for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long-lasting social value and economic impact.

Why Work for Us:

We believe that our industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are all highly respected, but are less important to us than your ability to step up and change the game. We provide you with a place where you can do just that, with like-minded people. Collaboration is embedded in the way we work – our people have the autonomy to collaborate on client relationships, engage teams across the business, lead operations, work collectively on projects, participate in strategy and are ultimately responsible for our growth. Our distinctive Principal-led, privately-owned model puts us in the enviable position of being able to offer every employee the opportunity to own a share of our business and inspires and allows anyone to become a Principal. This role carries voting rights, so our people have a very real say in the future direction and operation of our business. This means that we are able to attract, engage and retain the best talent from the industry.

Overall Purpose of Job:

Post Covid, the working world has changed, with visitor and occupier experience at the heart of everything we do. No matter which role our Ambassadors deliver, they are the first and last impression people have with our brand, and the brands of those in the spaces we work. In order to attract and retain occupiers and top talent, whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.

Increasing office utilisation is now firmly at the forefront of our client objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs, and drives enhanced engagement throughout the entire community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy whilst delivering excellence for our clients.

Once completed, our Apprenticeship roles are designed to set you up for a long-term future within Avison Young. During delivery, these roles are the crucial lynchpin in being able to achieve our objectives, with requirement to demonstrate increased flexibility and ‘know how’ to provide consistent excellence in line with Avison Young’s Workplace Experience solution over multiple locations. We provide training and qualifications designed to excel your customer service delivery capabilities, and a range of environments that ensure you continuously learn new skills, develop them to ‘excellence’ in their delivery and open opportunities for your future.

It is essential that a positive, memorable experience is delivered to all those walking through our doors, especially when covering for the regular Ambassador. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them. Avison Young are seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, and we want our Welcome Space Ambassadors to be the wow differentiator within them. So this role plays a massive part in continuing to promote these brand values throughout our operation.

Working in harmony with the location Ambassador, you will build your own relationships with visitors and occupiers, taking charge of the space around you when covering, demonstrating pride in consistent delivery. You will have opportunity to add and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best-in-class user experience, always finding the hidden opportunity to surprise and delight our customers.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. We want our resilience roles to feel part of the team in every location they cover, and our training is designed to enable you to contribute in the same way, not just temporarily. Along with our Behaviours Playbook, they are our ways of working together, delivering for others and our all-round service ethos.

Responsibilities

• In line with the Apprenticeship agreement, commit to completing the provided ‘off-job’ learning to gain Level 2 NVQ qualification
• Work closely as a key member of various site based teams to deliver Avison Young and site specific service excellence expectations
• Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Welcome all users into each building in a warm, friendly, and efficient manner, supporting the onward journey where required
• Ensure you are knowledgeable about all occupiers within the buildings, and strive to build positive relationships with key contacts within each
• Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
• Support efficient check-in of visitors, utilising QR code technology where possible to ensure better experience and cost-effective solutions are promoted
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Continuously drive relationships and connectivity with all building users to better understand their views on changing requirements, keeping aware of service trends and seeking solutions to introduce them
• Use autonomy given to take ownership of the welcome space, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate – confidently seek to offer improvements / initiatives in all locations you cover
• Promote, manage, and maintain the use of touch down areas within the welcome space as well as other facilities within the building / community as appropriate
• Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
• Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Continuously seek and action feedback on service delivery and opportunity
• Play an active role in reviewing, and creating improvement plans from quarterly audit reports
• Network with your FOH colleagues around the UK, building relationships and supporting each other
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly client report, taking ownership of allocated sections as requested
• Take an active role in training and supporting new Resilience Ambassadors or site-based colleagues through their induction period
• Attend / complete additional training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, review your journey regularly and plan your career path with your line manager
• Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, bribery, bullying and harassment, and unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young at all times

This job description is not intended to be a complete list of all daily tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Qualifications

Person Specifications:

• Is flexible, adaptable and able to integrate with multiple teams
• Exudes passion for service delivery in their character
• Has a proactive, motivated, good-natured personality
• Always communicates positively, both in verbal delivery and body language
• Possesses a very ‘customer focused’ manner, building confidence to deliver in all circumstances and environments
• Has a passion for technology and seeks opportunity to suggest or utilise within service delivery environment
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
• Is a change advocate
• Forward thinking, and wants to continuously develop the service and themselves
• Excellent attention to detail – always seeking to find the hidden opportunity to wow
• Team player, plays their part in every site based team and supports all colleagues to achieve with a ‘One Team’ focus
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment

Desired Knowledge, Skills & Experience:

• No previous experience necessary – this role is ideal for entry level candidates or those seeking a career change
• Inherent belief and enjoyment in the delivery of outstanding service
• Comfort working with technology, possessing the ability to adapt to new technology as it is launched
• Willing to build confidence and skill set within all role elements
• Competent user of Microsoft Office suite
• Fluent written and spoken English
• This is not always a ‘desk’ based role; in order to engage and play a part in the ‘building community’ or ‘enhanced visitor journey’ you will be expected to be present and mobile within the lobby and communal areas, for the majority of the day

At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally. If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.

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