Workplace Experience Lead

ISS Facility Services UK; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

ISS Facility Services UK are seeking a Workplace Experience Lead to shape innovative and supportive workplace environments across client sites. You will oversee service streams, promote a positive culture and ensure high standards of delivery.

Collaborating with stakeholders and department heads, you will drive health and wellbeing initiatives, continuous improvement and operational excellence while maintaining strong client relationships.

Qualifications

• Previous experience leading or managing a team.
• Strong customer focus with experience in a customer-facing environment.
• Experience within the facilities management industry or a hotel/hospitality background with transferable skills.
• Workplace experience knowledge and understanding.
• Ability to take a strategic approach, see the bigger picture, research issues and implement appropriate solutions.
• Industry experience working within a workplace environment role.
• Excellent written and verbal communication skills.
• High level of organisational skills with the ability to build strong, trusted relationships with colleagues and stakeholders.

Responsibilities

• Lead and manage daily operations to ensure all service levels are achieved.
• Act as the primary point of contact for key client contacts and service users.
• Ensure resources are effectively aligned to operational demand across all service areas.
• Review operational processes regularly to improve efficiency and service delivery.
• Implement Health, Safety, Environment and Quality (HSEQ) policies and procedures.
• Conduct health and safety risk assessments and support business continuity processes.
• Manage the team, including scheduling, coaching, training and people management responsibilities.
• Maintain and update onsite SOPs and train new employees to ensure operational continuity.

Skills

Team leadership

Customer focus

Facilities mgmt

Workplace expertise

Strategic thinking

Industry experience

Communication skills

Organizational skills

Job description

ISS Facility Services UK are seeking a Workplace Experience Lead to play a vital role in shaping innovative and supportive workplace environments that benefit everyone involved.

This is an opportunity to help cultivate an exceptional workplace experience that meets high standards of service delivery while promoting a positive and thriving culture. The successful candidate will be responsible for leading a range of workplace service streams and ensuring operational excellence across the workplace environment.

Working closely with key stakeholders and Heads of Department, the Workplace Experience Lead will ensure that business-as-usual operations run seamlessly and effectively. The role requires a proactive approach to service management, customer experience, health and wellbeing initiatives, and continuous improvement across workplace services.

Key Responsibilities

• Lead and manage daily operations to ensure all service levels are achieved.
• Act as the primary point of contact for key client contacts and service users.
• Ensure resources are effectively aligned to operational demand across all service areas.
• Review operational processes regularly to improve efficiency and service delivery.
• Implement Health, Safety, Environment and Quality (HSEQ) policies and procedures.
• Conduct health and safety risk assessments and support business continuity processes.
• Manage the team, including scheduling, coaching, training and people management responsibilities.
• Maintain and update onsite Standard Operating Procedures (SOPs) and train new employees to ensure operational continuity.

Person Specification

• Previous experience leading or managing a team.
• Strong customer focus with experience in a customer-facing environment.
• Experience within the facilities management industry or a hotel/hospitality background with transferable skills.
• Workplace experience knowledge and understanding.
• Ability to take a strategic approach, see the bigger picture, research issues and implement appropriate solutions.
• Industry experience working within a workplace environment role.
• Excellent written and verbal communication skills.
• High level of organisational skills with the ability to build strong, trusted relationships with colleagues and stakeholders.

The Company

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors—from healthcare to finance—to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible.

If you require any adjustments, please contact our Resourcing Team—we’ll be happy to support you.

Join ISS and be part of something bigger.