Workplace Experience Lead - Manchester

Our client is a leading facilities management provider looking for an experienced Workplace Experience Lead to join its team at a large, modern corporate workplace in Manchester. This is a highly visible, hands-on position responsible for ensuring employees and visitors receive an excellent experience throughout the building. You will oversee several front-of-house and soft services, including catering, cleaning, reception support, workplace events and communal areas. The successful candidate will combine a genuine passion for hospitality and customer service with the confidence to manage suppliers, monitor standards and resolve issues quickly. You will spend much of your time out in the workplace, engaging with employees, checking service delivery and making sure the environment is welcoming, well presented and running smoothly.

Key responsibilities

• Act as a visible and approachable point of contact for employees, visitors and workplace service providers.
• Build positive relationships with employees and proactively identify opportunities to improve their workplace experience.
• Promote a welcoming, inclusive and service-led environment throughout the building.
• Oversee the daily operation of the employee restaurant, working closely with the catering provider to maintain high standards of food, presentation and service.
• Manage the day-to-day performance of cleaning, catering and office planting providers.
• Monitor supplier performance against agreed service levels, KPIs and task schedules.
• Complete daily quality inspections covering communal areas, washrooms, catering spaces and other employee facilities.
• Address any issues relating to cleanliness, presentation, service or general workplace standards.
• Manage the Facilities inbox, responding to enquiries and ensuring requests are dealt with promptly.
• Coordinate the operational delivery of employee events and workplace activities.
• Work with internal departments and external suppliers to arrange menus, room layouts, furniture and audiovisual equipment.
• Ensure all workplace events are delivered safely, smoothly and to a high standard.
• Raise purchase orders for catering supplies and event-related expenditure, ensuring records are accurate and submitted correctly.
• Deal with first-line requests through ServiceNow, including meeting-room set-ups, catering and cleaning issues.
• Support reception during busy periods or when additional cover is required.
• Monitor workplace performance and report any recurring issues, service failures or opportunities for improvement.

Health and safety responsibilities

• Act as a lead Emergency Response Officer, supporting fire warden and first-aid arrangements.
• Ensure emergency information, floor plans and equipment are accurate and up to date.
• Take a leading role during workplace incidents and emergency situations.
• Complete incident reports and recommend improvements following any event.
• Respond to first-line health and safety matters, including food hygiene, environmental concerns and general workplace safety.

About you

The ideal candidate will have experience within workplace experience, facilities management, corporate hospitality, front-of-house operations or a similar service-led environment. You should also have:

• A strong hospitality and customer-service mindset.
• Previous experience managing suppliers or service providers.
• The confidence to challenge poor performance and ensure agreed standards are maintained.
• Excellent communication and relationship-building skills.
• Strong attention to detail and a good eye for presentation.
• Experience coordinating workplace events, meetings or employee activities.
• A proactive and practical approach to problem-solving.
• The ability to manage several priorities while remaining calm and organised.
• Good administrative and IT skills.
• A willingness to take a hands-on approach, including supporting reception and assisting with event set-ups when needed.

This role would suit someone who enjoys being out in the workplace, building relationships and taking genuine ownership of the employee experience. It offers the opportunity to join a high-profile corporate environment with excellent scope for development and progression.

To apply, please submit your CV outlining your relevant workplace, hospitality, facilities or supplier-management experience.