Workplace Experience Lead

ISS Facility Services UK; Norwich; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Workplace Experience Lead to enhance workplace culture and customer satisfaction. This role involves collaborating with clients to create a productive and positive environment. You will oversee service delivery, manage stakeholder relationships, and lead a front-of-house team to ensure exceptional customer experiences. Join a company that values diversity and inclusivity, where your contributions will make a significant impact on the workplace experience. This is an exciting opportunity to shape a vibrant community and drive meaningful change in a dynamic setting.

Qualifications

• Experience in a high-profile environment with excellent communication skills.
• First Aid and IOSH trained, or willingness to obtain training.

Responsibilities

• Serve as the main contact for client issues and site management.
• Lead initiatives to enhance workplace experience and service delivery.
• Ensure a clean, safe, and welcoming office environment.

Skills

Verbal Communication

Written Communication

Stakeholder Management

Cultural Awareness

Confidentiality

Education

Bachelor's Degree

Tools

Microsoft Office

Digital Communication Platforms

Job description

Workplace Experience Lead

Contract: Government

Location: Norwich, NR7 0HS

Hours of work: 40

Contract Type: Permanent

At ISS, we create places that work, think, and give. As a Workplace Experience Lead, you will be an integral part of our placemaking culture, driving exceptional customer experiences for both our client and ISS.

Job Description

In this role, you will work closely with our client’s site team to curate a workplace environment that promotes well-being, increases productivity, and fosters a positive company culture. You’ll be actively seeking opportunities to improve the onsite service experience and implement new initiatives that align with ISS and our client’s vision. This is a fantastic opportunity to make a meaningful impact, creating a workplace that people are excited to be a part of!

Key Responsibilities

1. Recognised as the point of contact for the client, with in-depth knowledge of the building and customer issues.
2. Conduct site tours and oversee room bookings.
3. Establish and maintain strong relationships with colleagues, customers and stakeholders, becoming the “go-to” person for service delivery.
4. Support coordination and foster a community, positioning the workplace as the environment of choice.
5. Lead in creating the best customer and workplace experience.
6. Direct front-of-house team to ensure excellence in customer and visitor service.
7. Maintain a clean, safe, and presentable office floor with a strong floor presence.
8. Monitor quality control issues (e.g., cleanliness, comfort, maintenance) and log service requests.
9. Take ownership of issues and coordinate service suppliers effectively.

Professional and Personal Competencies/Qualifications

1. First Aid trained (EFAW minimum; training provided if not).
2. IOSH trained (training provided if not).
3. Bachelor's degree or equivalent educational experience.
4. Proficient in multiple digital communication platforms.
5. Experience working in a high-profile environment.
6. Excellent verbal and written communication skills.
7. Ability to work in a highly confidential environment.
8. Advanced knowledge of Microsoft Office applications.
9. Skilled in managing multiple stakeholder demands and time pressures.
10. Awareness of local and global cultural trends and social impact.
11. Experience in Soft Services, Operations, or the real estate and hospitality industry.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]