Workplace Experience Lead in London

Job Description In this role, you will oversee and lead a range of workplace service streams, including Workplace (GTT), Health & Wellbeing, Switchboard, Wellness, and Customer Experience (CuX). You will work proactively with Heads of Department to ensure Business-As-Usual (BAU) operations run seamlessly and effectively. Key Responsibilities Lead and manage daily operations to ensure all service levels are achieved. Act as the primary point of contact for key client contacts and service users. Ensure resources are effectively aligned to operational demand across all service areas. Review operational processes regularly to improve efficiency and service delivery. Implement Health, Safety, Environment and Quality (HSEQ) policies and procedures. Conduct health and safety risk assessments and support business continuity processes. Manage the team, including scheduling, coaching, training, and people management responsibilities. Maintain and update onsite Standard Operating Procedures (SOPs) and train new employees to ensure operational continuity. Professional and Personal Competencies/Qualifications Previous experience leading or managing a team. Strong customer focus with experience in a customer-facing environment. Experience within the FM industry or a hotel/hospitality background with transferable skills. Workplace experience knowledge and understanding. Ability to take a strategic approach, see the bigger picture, research issues, and implement appropriate solutions. Industry experience working within a workplace environment role. Excellent written and verbal communication skills. High level of organisational skills. Proven ability to build strong, trusted relationships with colleagues and stakeholders. The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.