Workplace Manager London HQ

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. The Workplace Manager, London HQ position is responsible for creating and maintaining environments to support productivity, efficiency and wellness in the workplace, ensuring the brilliant basics to keep the office operational are met. Our team embodies a series of service standards that reflect core behaviours in every interaction made, and exceptional work and strong problem-solving skills are crucial to the role.

Key Responsibilities:

• Lead, develop, manage, and motivate a high performing team to ensure services are delivered to the highest standards.
• Workplace Services include but are not limited to daily operations, such as Workplace Coordination, CAFM, Data, Budgeting, Cleaning, Planting, Engineering, Pest etc.
• Provide quotes for remedials and extra works, uploaded to Webquote for client review.
• Ensure timely receipting of goods and services via myBuy/Coupa.
• Collaborate with Service Partners and other CBRE teams to drive a one team ethos and ensure all Workplace Services and CBRE Team members are trained, competent and confident across all disciplines.
• Manage trackers and present to client at weekly meetings.
• Manage Helpdesk for London HQ's ensuring reactive and PPM tasks are completed as per the SLA.
• Lead scheduling of sub-contracted PPM's and Extra Works activities.
• Manage CAFM system, Si Local, and MyVantage to ensure compliance, and upload documents to eLogbook's.
• Manage internal and external guides and ensure they are updated in line with agreed frequencies and changes.
• Regularly update and review risk registers.
• Manage project documents that promote issue-based problem solving and business impact to demonstrate clear value and purpose for change.
• Be an out of hours escalation for emergencies and call out at the London HQ's.
• Ensure services provided by CBRE and ELC supply chain are delivered to the highest levels and managed against SLAs and KPIs.
• Regularly complete sub-contractor audits in the form of OP61's and OP63's.
• Complete periodic audits of the eLogbook system to ensure compliance.
• Ensure COSHH inventory and assessments are always fully up to date, using sypol and other CBRE tools.
• Ensure you and team members complete the required number of Harbour Observations and Pulse Surveys within the month.
• Complete annual review of OP18 and subcontractors used. Provide MA request forms for the Contract Support to raise POs.
• Review standard operating procedures and workflows to ensure continuous best practice, quality improvement and efficiencies are implemented.
• Maintain close relationship with client and relevant stakeholders FTE's and ensure we are working in partnership and expectations are met and exceeded across the London HQ's.
• Be the first point of contact for all workplace related matters on site(s). Ensure onsite presence for you and the team member during core working hours.
• Provide weekly/monthly reports for all activities completed onsite, including but not limited to people updates, building occupancy, innovation, ESG and best practice, projects, events, mailroom etc.
• Issue all staff communication to building user groups in a timely manner and ensure updates on all workplace related activities are being met.
• Manage employee leave and sickness via myTime.
• Attend and lead regular client and sub-tenant meetings.
• Proactive approach to customer journey and experience.
• Complete tasks assigned within agreed time frames.
• Complete regular check-ins with direct reports and ensure half yearly and annual reviews are completed.
• Complete all assigned training within the timeframe assigned.
• Work with the internal Talent Resource Team on the recruitment and selection of new hires, ensuring top talent is attracted and a strong onboarding and training experience is delivered.
• Work closely with subject matter experts to engage and drive innovation, sustainability and best practice across all services delivered on site.
• Work closely with the Hard Services Engineer on site and collaborate with the London Team to ensure the building is operating in the most efficient manner.
• Ensure the provision of healthy and safe working conditions which comply with both ELC and CBRE's H&S policy.
• Embrace CBRE and ELC values and ways of working by providing an example for all team members.
• Must be operationally hands-on to assist wider team during peak periods and work flexible hours from time to time.
• Take single ownership of incident management and reporting, through to successful resolution.
• Perform other duties as assigned.
• Delivery of services shall be in line with the strategy set by ELC and the Workplace Management Main Contact which is the Account Manager.

Communication Skills:

• Ability to comprehend and interpret instructions, short correspondence, and memos, and task clarifying questions to ensure understanding.
• Ability to respond to common inquiries or complaints in a prompt, customer-focused manner.
• Ability to effectively present information to an internal department and/or large groups of employees.

Person Specification:

• Ability to work in a fast-paced environment.
• Ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges.
• Ability to work under pressure and draw on time management skills.
• Customer service focused.
• Strong problem-solving skills.
• Comfortable with and embracing of new technologies and digital tools.
• Conversant with Microsoft Office (Word, Excel, Outlook, PowerPoint).