Guest & Colleague Experience Lead (Multi-site)

WSH Group; Greater London; On-site; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Holiday allowance

Pension

Life insurance

Enhanced annual leave

Refer a friend

Voucher scheme

24/7 employee helpline

Choices discounts

Training academy

Job summary

Portico is seeking an experienced Guest & Colleague Experience Manager to lead our workplace and guest services teams across a client in the financial services industry. Reporting to the National Account Manager, you will drive service excellence and foster a high-performing culture across multiple locations.

The role requires managing a team of 20+ colleagues and a UK-wide travel pattern. This is a hands-on leadership role with a focus on developing teams, improving processes, and delivering

Qualifications

• Proven experience leading large teams in hospitality/workplace experience or soft services.
• Strong customer service ethos and passion for delivering exceptional experiences.
• Excellent communication and interpersonal skills with stakeholders at all levels.
• Extensive people management experience including coaching, mentoring and performance management.
• Experience managing service performance against KPIs and SLAs.
• Ability to use data, reporting and insights to drive improvement.
• Experience implementing change and improving processes and service delivery.
• Experience managing services across multiple sites or locations.
• Knowledge of health & safety requirements and employment legislation.

Responsibilities

• Lead, motivate and develop a team of 20+ colleagues across multiple locations.
• Ensure consistent delivery of exceptional guest and colleague experiences across the portfolio.
• Drive service excellence through leadership, coaching, and performance management.
• Collaborate with the National Account Manager to support strategic objectives.
• Build and maintain strong relationships with clients, stakeholders and operational teams.
• Monitor and manage service performance against KPIs and SLAs.
• Analyze data and reporting to identify trends and improvement areas.
• Lead continuous improvement initiatives to enhance service quality and efficiency.
• Implement and manage operational processes with best practices across locations.
• Support recruitment, onboarding, training and talent development.
• Ensure compliance with policies, health and safety and employment legislation.

Skills

Proven leadership

Customer service

Communication

People management

KPIs & SLAs

Data-driven decisions

Change management

Workplace systems

Health & safety knowledge

Tools

Microsoft Office

Job description

Portico is seeking an experienced Guest & Colleague Experience Manager to lead our workplace and guest services teams across a client in the financial services industry. Reporting to the National Account Manager, you will drive service excellence and foster a high-performing culture across multiple locations.

The role requires managing a team of 20+ colleagues and a UK-wide travel pattern. This is a hands-on leadership role with a focus on developing teams, improving processes, and delivering