Guest Experience Specialist

WE ARE LANDSEC. We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them. This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe. Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

Purpose of Job

• Providing welcome and support to Landsec staff and visitors
• Providing knowledge and guidance on how to best use the space, services and amenities available
• Providing a great customer experience
• Working hours are 09.30-17.30 Monday to Thursday (flexible to cover annual leave or other requests)

Principal accountabilities

• Assists in the provision of a welcoming and well maintained guest lounge.
• Being part of a wider team with catering and assist with meeting room suite requirements
• Investigates problems. Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers and categorises incidents and requests
• Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
• Maintains records and advises relevant persons of actions taken.
• Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• Contributes to a knowledge management database by leveraging subject matter expertise in order to capture and classify content, taking expert advice when required.
• Assists in the investigation and resolution of issues relating to workplace space, services, facilities and amenities, security, health and safety
• Assists with specified maintenance procedures.

Decision making authority

Work with minimal guidance, exercising independent judgement on tasks and priorities, but making appropriate decisions on when to refer for further advice and working in line with the Key Competency levels.

Key competencies

• Works under general direction. Uses discretion in identifying and responding to complex issues and assignments.
• Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners.
• Performs a range of work, sometimes complex and non-routine, in a variety of environments.
• Has a sound generic, domain and specialist knowledge necessary to perform effectively in the organisation.
• Demonstrates effective communication skills.
• Plans, schedules and monitors own work competently within limited deadlines and according to relevant legislation, standards and procedures.
• Contributes fully to the work of other relevant teams.
• Demonstrates an analytical and systematic approach to issue resolution.
• Takes the initiative in identifying and negotiating appropriate personal development opportunities.
• Understands how own role impacts security and safety and demonstrates routine security and health and safety practice and knowledge required for own work.

Knowledge, experience and qualifications

Essential

• Customer service skills
• Problem resolution skills
• Outlook (intermediate level)
• Word, Excel (beginners level minimum)
• Ability to work flexibly between the business hours of 08.00 and 17.30

Desirable

• Knowledge of Condeco
• Knowledge of Bluepoint
• Hospitality, Hotel, Airline background

Life and Benefits at Landsec

We have a great benefits package, there to support you with your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential.

• Performance based annual bonus plan
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years and the option to purchase up to 10 additional days each year.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies.
• Two different share plans enabling you to share in the success you will help to build.
• Up to 4 working days to volunteer per year and 'Give As You Earn' programmes allowing you to donate to charities straight out of your pay and we top up by 20%.

And when it comes to your health and wellbeing you will also have access to other benefits: our employee assistance programme, digital GP, cycle to work scheme, a mindfulness app and a health app supporting fertility and menopause.

Diversity and Inclusion

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.