Workplace Experience Concierge

Avison Young; Camden Town; Remote; GBP 25,000 - 35,000; Full time

Job summary

Avison Young is seeking a proactive, customer-focused individual to join our Workplace Services team in the UK. You will deliver a high-quality, welcoming experience for visitors and employees, manage space and facilities, and support with IT, communications and post/parcel tasks.

You will adhere to our Behaviours Playbook and maintain an exceptional standard of presentation across the front of house areas.

Qualifications

• Exudes passion for service delivery in their character
• Has a proactive, motivated, good-natured personality
• Always communicates in a positive tone
• Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments
• Has a passion for technology and opportunity to utilise within service delivery environment
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
• Is a change advocate
• Forward thinking, and wants to continuously develop the service and themselves
• Excellent attention to detail – always seeking to find the hidden opportunity to wow
• Team player, supports all colleagues to achieve with a ‘One Team’ focus
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment

Responsibilities

• Provide a user focused service experience that is built on the foundations of exceeding expectations
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Continuously drive relationships and connectivity with all to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
• The ground floor entrance and café hub are our shop window, ensure immaculate presentation at all times
• Our welcome experience, visitor processing and onwards journey must be a priority focus for all, at all times
• Ensure all visitors are welcomed immediately, demonstrating warmth and attention to their visit
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Look after any waiting visitors with care and attention, taking coats, making beverages, escorting to rooms etc, acting as an Ambassador for, and until they are collected by, their host
• Ensure the departure of all visitors and employees is accompanied with a warm farewell and check if further assistance is required for their onward journey
• Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
• Conduct regular Welcome Space cleanliness and condition audits, resolving or escalating issues
• Responsible for adhering to all health and safety safe systems of work activity within your space, including Risk Assessments, manual handling, floor & fire exits checks, first aid and fire marshal duties and mental health champion (where applicable)
• Oversee utilisation of the working space, seeking employee feedback where appropriate
• Promote and support the business with the use of technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions
• Promote the benefits of pre-booking visitors, and assist with pre-arrival confirmation information and facilitate any pre-arrival services required by our visitors or employees
• Proactive IT support and set up, both in person and remotely
• Proactive room management and set up, seeking appropriate support from the business as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to elevate to your line manager where required
• Take an active role in understanding subsequent challenges / complaints and contribute to the implementation of long-term solutions to eradicate
• Seek information from the business to take ownership (where possible/appropriate) of new starter’s first day arrival journey, building & services inductions – inject the WOW into that first impression of the company on behalf of the business
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Manage all vending areas, kitchens and pantries, replenishing and maintaining the highest of standards
• Assign lockers in line with office procedures
• Carry out archiving responsibilities as required
• Support with post and parcel management where required
• Utilise technology to drive communication and connectivity with employees, offering instant updates and alerts to support smooth working days for them
• Take part in user and stakeholder’s engagement meetings where appropriate
• Surprise and Delight – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely
• Contribute with ideas for, and drive the employee experience events calendar
• Build and maintain a current, working knowledge of all Workplace Services policies, procedures, systems and tools in order to provide building users with service information – challenge them constantly
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly report, delivering allocated sections within the requested timeframe
• Take an active role in training and supporting new colleagues through their induction period
• Attend training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young at all times

Skills

Service delivery

Customer focus

Team player

Problem solving

Communication skills

Job description

Avison Young is seeking a proactive, customer-focused individual to join our Workplace Services team in the UK. You will deliver a high-quality, welcoming experience for visitors and employees, manage space and facilities, and support with IT, communications and post/parcel tasks.

You will adhere to our Behaviours Playbook and maintain an exceptional standard of presentation across the front of house areas.