Workplace Experience Manager

Mitie; Greater London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading facilities management provider is looking for a Workplace Experience Manager to lead their London team. In this role, you will ensure high-quality facilities management services including cleaning and hospitality. The ideal candidate will have proven experience in people management, strong communication skills, and high IT literacy. You will be responsible for improving service delivery and maintaining client relationships to foster exceptional workplace experiences.

Qualifications

• Proven experience in people management and customer-facing roles.
• High IT literacy with IOSH and CAFM experience desirable.
• Ability to manage multiple priorities effectively.

Responsibilities

• Lead and motivate Workplace teams for service excellence.
• Act as senior contact for clients and stakeholders.
• Oversee integrated services delivery: cleaning, waste, and hospitality.

Skills

People management

Stakeholder engagement

IT literacy

Operational excellence

Communication skills

Job description

Workplace Experience Manager

We're seeking a Workplace Experience Manager to lead our London team and deliver a world-class environment for EY colleagues. Acting as the main point of contact for building users, you'll ensure seamless, high-quality facilities management across cleaning, waste, landscaping, food, and hospitality services. You'll champion continuous improvement and set the standard for exceptional workplace experiences.

Key Responsibilities

• Lead and motivate Workplace teams, ensuring service excellence and operational efficiency.
• Act as senior contact for client and stakeholders, managing relationships and resolving escalations.
• Oversee delivery of integrated services including cleaning, waste, and hospitality.
• Ensure compliance with QHSE policies, conduct risk assessments, and support business continuity.
• Drive improvements using feedback, best practice, and performance data.
• Support Hospitality Assured accreditation across London sites.

What We're Looking For

• Proven experience in people management and customer-facing roles.
• Strong stakeholder engagement and communication skills.
• High IT literacy; IOSH and CAFM experience desirable.
• Ability to manage multiple priorities and deliver operational excellence.
• Flexible, resilient, and committed to creating outstanding workplace experiences.

Desirable Skills

• Project management experience.
• Knowledge of Hospitality Assured standards.
• Experience reviewing processes to drive efficiency.