Customer Experience Apprentice (Facilities Management Supervisor Level 3)

Overview

We currently have two opportunities within the Customer Experience team to join us on a 21-month apprenticeship programme. The apprentices will rotate across three of our teams within the department, gaining exposure to the activities of the whole team. Apprenticeship structure:

• Training Programme duration: 18 Months
• GPE Contract status: 21 month Fixed Term Contract with (full-time hours, including 20% time off for study).

The GPE apprenticeships will last for 21 months in total, and the first 18 months will involve simultaneous learning towards your Facilities Management Supervisor Level 3 accreditation whilst working as an integral part of GPE’s Customer Experience Team.

The Organisation

GPE is a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 160 people, owns around £2.5 billion of real estate – primarily commercial offices but also retail - 100% in central London with a rent roll of approx. £100 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.

The Role

The Apprentices will be responsible for assisting the Customer Experience department with the day-to-day operational management of our buildings. At GPE we are committed to excellence and consistently delivering the brilliant basics will demonstrate this. To do that, the successful candidates will ensure our workplaces are clean, healthy, safe and secure as standard.

As a brand ambassador, you will be passionate about learning about customer experience and will assist our teams in working with our Service Partners (specialist providers such as cleaning, planting and building maintenance teams) to achieve our goals, providing direction and motivation to help us achieve more together. Creating workplaces that provide memorable experiences is our priority, so it’s vital that you promote and maintain positive relationships with our customers, partners and local communities. You should enjoy finding new and innovative ways of doing things and will play a key role in driving a consistent approach to our workplace strategies - helping us to implement a culture of continuous improvement and customer engagement.

Job Requirements

Skills Required

• Maths and English GCSEs at grade 5 / C or above, or equivalent qualifications.
• Communication skills – able to communicate clearly and politely, both in writing and in person, with a willingness to learn how to speak with different colleagues, customers and service partners.
• Teamwork – enjoys working with others, is willing to ask for help when needed, and keeps colleagues updated on tasks and progress.
• IT skills – comfortable with, and experienced in, using basic Microsoft Office tools such as Outlook, Word, Excel and Teams, with a willingness to develop confidence in using data and reports.
• Customer focus – interested in helping people and learning how to respond to queries in a helpful, professional and positive way.

Personal Qualities

• High degree of professionalism and integrity, with the ability to be discreet
• Approachable, with a positive, solutions-focused attitude when dealing with internal stakeholders
• Conscientious and delivers on commitments and prepared to ‘go-the-extra mile’ in order to meet the needs of the business and customers
• Ability to respond positively to customer requests
• Keen to build strong relationships with colleagues and customers
• High level of energy and a keen interest in learning and developing within the property sector
• Works flexibly and cooperatively as part of a team
• Low ego – prepared to pitch in with colleagues to get a job done

Job Responsibilities

• Learn how GPE delivers a high-quality customer experience by supporting colleagues to create welcoming, well-presented and enjoyable workplaces for our customers.
• Gain an understanding of our buildings, products and customers by spending time across different locations and shadowing members of the Customer Experience team.
• Help the team plan and deliver customer events, activities, communications and experiences that support positive customer engagement.
• Assist with customer move-in and move-out processes, helping to gather information, coordinate simple tasks and keep colleagues updated.
• Take part in regular building checks, learning what good standards look like and helping to spot where spaces may need cleaning, repairs or attention.
• Work alongside service partners and colleagues to understand our “One Team” approach and how different teams work together to deliver great service and identify opportunities for continuous improvement and innovation.
• Support day-to-day building activities, such as logging helpdesk requests, following up on simple repairs and helping respond to customer enquiries with guidance.
• Develop awareness of health, safety and compliance by observing key processes, including contractor checks, permits, inductions and routine building requirements.
• Help monitor and order building supplies and consumables so shared spaces are ready for customers and colleagues to use.
• Gain exposure to, and work towards, operational and financial processes, such as budgets, expenditure, invoices and reporting, with support from experienced colleagues.
• Learn how the team manages building incidents, emergencies and customer updates, and support with simple reporting and communication tasks where appropriate.
• Assist with projects and improvement activities that help enhance our buildings, customer experience and ways of working.
• Maintain accurate records, documentation and team systems, ensuring information is current, organised and easy to access.
• Share ideas, observations and feedback that help improve customer experience, service delivery and team processes.
• Provide cover and support across the wider Customer Experience team as required, demonstrating a professional, proactive and customer-focused approach at all times.

Job Benefits

• Competitive Remuneration
• Share Incentive Plan
• Supportive Annual Leave Policies
• Attractive Pension Schemes
• Private Medical Insurance
• Private Dental Insurance
• And many others

At GPE, we are committed to diversity and inclusion. We believe that diversity gives us strength. Collecting diversity data allows us to measure the effectiveness of our efforts and ensure our hiring procedures are fair and equitable for all. Providing this information is voluntary and remains confidential. This data is anonymised and only used to assess the diversity of our applicant pool. It will not influence hiring decisions in any way.

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled candidates who meet the minimum criteria for this position will be offered an interview. Moreover, we will ensure that reasonable adjustments are made for applicants during the recruiting process. We encourage candidates to confirm any requirements that we can reasonably fulfil to make the application process a positive experience for all candidates.