Guest & Colleague Experience Manager

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 defined by our unique culture – One that rewards hard work and dedication, empowers people to grow, with the belief that work should be fun and engaging!
Our family is made up of many different people. We embrace diversity and believe in treating everyone equally to ensure that everyone has the same opportunities to grow, develop and progress in theircareers.

We are looking for an experienced and people-focused Guest & Colleague Experience Manager to lead and inspire our workplace and guest services teams across our contract with a client in the financial services industry.

Reporting to the National Account Manager, you will play a pivotal role in delivering exceptional guest, client, and colleague experiences across multiple locations. Leading a large team of over 20 colleagues, you will be responsible for maintaining consistently high service standards, driving operational excellence, and fostering a positive, high-performing culture that reflects Portico's values and commitment to service excellence.

This is an exciting opportunity for a dynamic leader who enjoys developing teams, influencing stakeholders, implementing change, and continuously improving service delivery within a fast-paced corporate environment.

Key Responsibilities

• Lead, motivate, and develop a team of 20+ colleagues across multiple locations.
• Ensure the consistent delivery of exceptional guest and colleague experiences across the portfolio.
• Drive service excellence through effective leadership, coaching, and performance management.
• Work closely with the National Account Manager to support strategic objectives and business initiatives.
• Build and maintain strong relationships with clients, stakeholders, and operational teams.
• Monitor and manage service performance against agreed KPIs and SLAs.
• Analyse performance data and reporting to identify trends, opportunities, and areas for improvement.
• Lead continuous improvement initiatives to enhance service quality, efficiency, and consistency.
• Implement and manage operational processes, ensuring best practices are followed across all locations.
• Support recruitment, onboarding, training, and talent development activities.
• Ensure compliance with company policies, health and safety requirements, and employment legislation.
• Promote a culture of engagement, accountability, and customer-focused service delivery.

The successful candidate must be flexible to travel to all locations within the client portfolio, UK wide. The successful candidate will ideally be based in London, Bristol, Liverpool, Leeds or Birmingham.

Hours: 40 hours per week, with typical shifts between 07:30 - 18:00, Mon-Fri.
Salary: £55,000-£60,000 per annum

The successful candidate will be an experienced workplace, hospitality, front-of-house, or soft services professional with a successful track record of leading large teams and delivering exceptional customer experiences.

They will be a strong communicator and relationship builder, who thrives in a people-centred environment, as well as passionate about creating memorable experiences for guests, clients, and colleagues alike.

Essential Skills & Experience

• Proven experience leading and developing large teams of 20+ colleagues within hospitality, workplace experience, guest services, or soft services environments.
• Strong customer service ethos and a passion for delivering exceptional experiences.
• Experience operating within a corporate or professional services environment.
• Excellent communication and interpersonal skills, with the ability to build credibility and influence stakeholders at all levels.
• Strong people management experience, including coaching, mentoring, and performance management.
• Experience managing service performance against KPIs and SLAs.
• Ability to use data, reporting, and operational insights to drive informed decision-making and continuous improvement.
• Proven track record of implementing change and improving processes and service delivery.
• Experience managing services across multiple sites or locations.
• Strong organisational and problem-solving skills.
• Proficiency in Microsoft Office applications.
• Working knowledge of workplace systems, including room booking and visitor management platforms.
• Understanding of health & safety requirements and employment legislation.

What You'll Bring

• Inspirational leadership and a collaborative working style.
• A proactive approach to service enhancement and problem-solving.
• Commercial awareness and operational excellence.
• The ability to balance strategic objectives with operational delivery.
• A passion for creating engaging workplace experiences for colleagues and visitors.
• The drive to continuously improve standards, processes, and team performance.

What's in it for you?

• Excellent holiday allowance
• Pension contributions,
• Life insurance
• Enhanced annual leave
• Recommend a Friend Bonus Scheme
• Thank you voucher scheme.
• 24-hour personal helpline for employees, providing counselling & information services.
• Access to Choices, our discounts and benefits platform which offers you fabulous savings for thousands of high street retailers, hotels, cinemas and many more.
• Our Training Academy provides excellent training and development opportunities for our people.