Workplace Experience Coordinator in London

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Coordinator to join the team located in London.

Job Summary:

• Workplace Experience Coordinator provides overall facilities & reception support to all services and provisions in their location. Responsible for the service delivery of full FM services, Quality Management System and Health & Safety as instructed by the International Director.
• Establish effective lines of communication with the Client, customers & key stakeholders across the location, ensuring service standards exceed expectations. Develop Client relationship to grow the business across the region where opportunities arise, and co-ordinate regular reviews between customers and CBRE to enhance the client relationship.
• The role requires a team player that will fully integrate with the rest of the regional and global account team and actively contribute to the account deliverables and KPIs.
• Support the management & performance of FM delivery through effective self-delivery and the efficient management of supply-chain partners for outsourced services. Attend and input to the wider regional team via regular team meetings & other associated forums.
• Align & commit your support to contribute to the wider CBRE to ensure full compliance with Company goals & objectives.
• Be commercially responsible for the performance of the location within the region. Support the development of annual budgets and proactively manage performance against budget. Implement supply chain governance to support & improve service delivery with the support of the senior FM.
• The Workplace Experience Coordinator will actively support the Assistant Facilities Manager in supporting the development & improvement on service efficiencies, space management and other initiatives.

Key Responsibilities

• Contract/Vendor Management: Be responsible for monitoring & management to all hard and soft service lines and ensure all services provided are resourced and maintained to a high standard, perform to the agreed service level, meet the Client's needs and operate within the CBRE Quality Health & Safety system. Carry out spot checks, audits and planned inspections of services undertaken by Vendors to ensure they meet the applicable standards.
• Primary focus on delivery of all FM Operations SLA's in accordance with KPI & Output measurements.
• Co-ordinate with FM Operations and Client Service teams to deliver service level agreements.
• Conduct Vendor review meetings on a regular/scheduled basis and keep records of these meetings.
• Monitor and report on vendor activities, achievements and work order closure rates as part of the routine site reporting process.
• Management & completion of CAFM tasks both reactive & preventative.
• Support & manage the completion of site contract review reports to present to Operations lead.

Financial Control / Administration:

• Contribute towards & support the development of OPEX budgets for the specific locations.
• Systems include IFM Hub & JDE.
• Contribute towards & support the accrual process on a monthly basis.
• Creation & Submission of all PO's for services on location.
• Working through the financial portal to raise Purchase Orders & Invoices Approvals for goods or services as required, in compliance with business controls system.

Front of House / Reception:

• Working based at reception always maintain a professional polite and considerate manner.
• Greet internal and external clients, acknowledging them promptly.
• Welcome and escort guests to meeting rooms.
• Offer refreshments in the lobby area if guests are waiting here and ensure you keep them updated on their host's arrival.
• Assist with separate registration desks for functions as required.
• Maintain the necessary awareness of building facilities to advise and direct guests appropriately.
• Proactively deal with enquiries and requests in person, via the telephone or email, in a timely and professional manner.
• Responsible for the image and visual standards of the site/s taking ownership of any issues or concerns.
• Take ownership and understand customer requirements and be able to demonstrate the ability to close out concerns and ensure customer is kept always appraised.

Management of Health & Safety:

• Management of Health & Safety for sites ensuring best practice and statutory compliance met.
• Ensure all mandatory training is undertaken inline with guidance provided.
• Ensure Contractor H & S is maintained and ensure suitable RAMS are in place.
• Ensure eLogbook platform & other associated systems are kept up to date.
• Ensure Envisi (energy management platform) is kept up to date.
• Conduct monthly QHSE self-assessment SLA checks in support of quarterly contract performance requirements.
• Comply with HSE requirements as outlined within the SLA and as instructed by the company policy.
• Act as a part of site Emergency team i.e. Fire Marshall, as required for emergency control activities.
• Report all accidents, occupational illnesses, and emergencies in relevant books/documentation.

Management Responsibilities:

• Management and control of sub-contractors.

Other:

• Act as escalation point.
• In addition to the above-mentioned tasks, other activities and responsibilities may be individually defined.

Person Specification:

• Good interpersonal skills.
• Ability to prioritise and co-ordinate tasks efficiently ensuring all deadlines are met.
• Accurate and exceptional attention to detail.
• Pro-active and enjoys working autonomously and as part of a wider team.
• Confident, diplomatic and assertive where required.
• Flexible approach to work.
• Understands and appreciates discretion as necessary.
• Team player who deals effectively with colleagues and clients.

Skills Required:

• Fluent spoken and written English.
• Essential education and professional qualification necessary for successful job performance.
• Analytically-minded, financially and numerically skilled, with the ability to review and prepare complex financial reports.
• Proficient in common application software (Microsoft Word, Excel, and PowerPoint) with strong presentation skills.
• Key focus for this role is to ensure that all FM services are delivered in a confident and efficient manner.
• Well organised and good prioritisation and planning skills.
• Service orientated attitude combined with innovative thinking.

Why CBRE:

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realise your potential. We welcome all applicants.