Workplace Experience Lead

Mitie Group plc.; Coventry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prominent facilities management company seeks a Workplace Experience Lead in Coventry to ensure exceptional service delivery and a positive office culture. The role involves managing service teams, fostering client relationships, and implementing health and safety standards. Successful candidates will have strong leadership skills and a background in customer service, operations, or events management. Join this dynamic environment to enhance workplace experiences and maintain high standards across client buildings.

Qualifications

• Previous experience in Soft Services or Operations within customer-facing environments.
• Proven track record of people management.
• Health & Safety trained – minimum requirement IOSH Managing Safety.

Responsibilities

• Manage delivery of positive workplace experience.
• Ensure 5‑star service and timely communication.
• Foster relationships with clients and end users.

Skills

Leadership

Communication Skills

Problem-solving

Customer Service

IT Literacy

Health & Safety Compliance

Education

Professional qualifications (e.g., IWFM)

Job description

Position Overview

We are looking for an experienced Workplace Experience Lead (WEL) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account. The Workplace Experience Lead role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front-of-House' team, the Experience Lead is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer‑facing services. The WEL will be responsible for ensuring a 5

Responsibilities

• Ensure 5‑star service is being delivered at all times, with responsive, professional and clear communication to customers and service line teams.
• Deal with demanding and sometimes difficult customers, applying problem‑solving skills and going above and beyond to provide an exceptional customer experience.
• Report to the Regional Soft Service Manager and ensure services delivered by site/location service lines are consistent, with reactive issues and customer enquiries responded to promptly and professionally across the entire contract.
• Present workplace teams, interact with clients and end‑users and provide timely reporting and escalation of issues where applicable.
• Act as the GPA point of contact, representing GPA, demonstrating in‑depth knowledge of the building and owning customer issues or requests regardless of service line.
• Develop deep, trusting relationships with colleagues, proactively gathering information on their needs and preferences to provide highly personalised service.
• Support the coordination and inspiration of GPA’s community as the workplace of choice.
• Establish good working relationships with customers to be recognised as the natural “go‑to” person and trusted partner delivering on GPA values.
• Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining GPA and Mitie interest.
• Lead the Front‑of‑House team to maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience.
• Continuously review Workplace Service delivery strategically and tactically, identifying areas of improvement and cost savings for customers and the business.
• Communicate minor new works to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors.
• Maintain a close working relationship with all service line management teams.
• Maintain a clear, presentable, and safe office floor, observing quality control issues (building cleanliness, comfort factors, fabric and maintenance) and logging tickets for other areas and suppliers.
• Own the meeting room management, ensuring efficient and correct usage.
• Support occupancy management and client mapping of floors.
• Provide emergency evacuation support, including TagEvac activities, online training, monthly audits, and post‑incident equipment checks.
• Have a keen eye for detail and share notes and feedback with all teams.
• Undertake building tours to ensure best practice and report faults and concerns promptly.
• Conduct assigned daily checklists to ensure quality of workspaces, improve performance and enhance tracking.
• Own the touchpoint journey and user‑centric concepts.
• Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
• Liaise with client personnel and end users to ensure high‑standard service delivery.
• Support the contract’s Continuous Improvement programme and identify issues to drive forward contract development.
• Ensure compliance with Health & Safety, Quality Assurance & Environment policies and procedures for the FOH team.
• Investigate, manage and/or assign customer complaints and compliments in accordance with site collaborative procedures, escalating to the appropriate manager when necessary.
• Follow any reasonable instruction issued by Senior Line Management.

Qualifications & Experience

• Appropriate professional qualifications and memberships (e.g., IWFM or equivalent) desirable.
• Applicants from other sectors with relevant transferable skills and experience within a customer‑facing environment such as hospitality or events management are encouraged.
• Proven track record of people management in a customer‑experience focused environment.
• Responsible for themselves and others to maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

Essential Skills

• Previous experience in Soft Services or Operations and knowledge of real‑estate and hospitality industry.
• Excellent leadership and organisational skills.
• Good oral and written communication.
• Good interpersonal and influencing skills.
• Ability to communicate clearly and confidently and establish client rapport.
• Ability to lead teams and work across all levels of management vertically and horizontally.
• Competency and understanding of Statutory/H&S compliance.
• IT literate.
• Structured and methodical problem‑solving.
• Health & Safety trained – minimum requirement IOSH Managing Safety.

Desirable

• Knowledge of building services advantageous.
• Previous experience working in a diverse service delivery team.
• Strong health and safety background.

Personnel Specification

• Experience of daily interaction with client, leadership team, operational management & front‑line teams.
• Co‑ordination and planning skills.
• Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
• Customer care – capable of delivering results and meeting customer expectations.
• Self‑motivated, tenacious and result‑oriented with a positive outlook.
• Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (e.g., Emergency Evacuation Procedures).