Experience Lead: Welcome Space & Visitor Experience

Avison Young │ UK; Portsmouth; On-site; GBP 42,000 - 60,000; Full time

Job summary

Avison Young UK is seeking a proactive Workplace Experience Lead in Portsmouth to elevate the visitor and staff experience across our offices. You will lead a team, deliver service excellence, and align with our Welcome Space and events programs.

The role requires strong leadership, exceptional communication, and a passion for technology-enabled service delivery. You will drive standards, safety, and continuous improvement.

Qualifications

• Kind, caring and effective leader with the ability to motivate performance from team members.
• Confidence and appropriate manner to deliver difficult conversation when required, not shying away from challenging personnel management.
• Exudes passion for service delivery in their character.
• Has a proactive, motivated, good-natured personality.
• Fluent written and spoken English.

Responsibilities

• Lead and provide a user focused service experience that is built on the foundations of exceeding expectations in line with the Avison Young solution
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’ and inspire these and our values in your team’s work ethic and mindset
• Ensure communication throughout the team and colleague network is positive at all times, championing all required changes or new ideas for successful team buy in and implementation
• Lead and support your teams in the delivery of their Ambassador job scope - ensure full understanding and completion of all areas to a high standard
• Ensure immaculate presentation and team demeanour throughout at all times in all operational spaces
• Ensure our welcome experience, visitor processing and onwards journey is a priority focus for all, at all times
• Ensure a member of your team is always present and visible to greet, engage or bid farewell
• Engage with hosts to increase pre-booked visitors each month to ensure the best possible arrival experience for all
• Where available, utilise technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions
• Manage the Visitor Management system to maximum effect, including settings, onboarding and permissions, leading to a WOW check in experience for visitors
• Ensure hosts are notified immediately of arrival and followed up in suitable time frame
• Manage the meeting room system requirements in full, including allocation, pricing amendments and invoicing
• To manage conference and meeting room enquiries and facilitation of meetings, ensuring proactive team approach to room turnarounds and standards
• Act as an Avison Young Ambassador for all those in your space and that their onwards journey past check in is personalised in line with their preferences
• Oversee your team’s management of any VIP visits
• Attend the quarterly Occupiers Forum and present on behalf of Workplace Experience
• Manage all holiday calendars within your team, ensuring adequate, trained resources are in place for every shift
• Complete appraisals and development plans for all direct reports, regularly reviewing
• Implement improvement plans if performance / conduct is below expectations, keeping your line manager aware
• Drive relationships and connectivity with all
• Be visible every day to support with service delivery and oversee the performance of the team
• In conjunction with the Estate FM Team, support with resolving any maintenance / cleanliness issues encountered
• Ensure all team members are aware of and complying with all Avison Young Health & Safety policies and procedures, safe systems of work and that all Risk Assessments are reviewed annually
• Appointed first aid and fire marshal representative, equally ensuring all team members are trained / certified
• Proactive IT support and set up, both in person and remotely
• Ensure that daily Opening and Closing Audits are carried out by the team
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Support your line manager with the JD upkeep and recruitment activity within your remit
• Drive communication and connectivity with colleagues, offering instant updates and alerts to support a smooth day
• Support your line manager to facilitate user and stakeholder’s engagement meetings where appropriate
• Drive the monthly surprise and delight employee experience events programme and annual agenda - recognise birthday celebrations, work anniversaries and international awareness days etc, both in person and remotely
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with maximised service information – challenge your processes constantly for modernisation
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence - always being in control of your own positive personal brand output if challenges occur
• Manage all probationary periods for direct reports, ensuring the induction booklet and Experience training is completed with a positive onboarding experience delivered
• View all challenges and complaints as an opportunity; complete autonomy to seek resolution in a way that excels expectations, ensuring to elevate to your line manager where required
• Analyse subsequent challenges / complaints and implement long term solutions to eradicate, communicating to our stakeholders when lessons have been learnt because of their collaboration
• Ensure any absence management requirement is completed in line with Avison Young procedures
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias
• Escalate any concerns about your role or environment utilising the correct channels, ensuring priority of resolution with minimal disruption and wider business awareness
• Participate and assist with client visits and prospective occupier show rounds ensuring good communications with Letting Agents to prepare potential office space for viewings.
• To portray yourself as an Ambassador for Avison Young at all times

Skills

Leadership

Customer service

Communication

Team management

Change management

Attention to detail

Tools

Microsoft Office

Job description

Avison Young UK is seeking a proactive Workplace Experience Lead in Portsmouth to elevate the visitor and staff experience across our offices. You will lead a team, deliver service excellence, and align with our Welcome Space and events programs.

The role requires strong leadership, exceptional communication, and a passion for technology-enabled service delivery. You will drive standards, safety, and continuous improvement.