Workplace Experience Manager

Mitie Group plc.; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading facilities management firm is looking for a Workplace Experience Manager to oversee its London team. Your role will focus on leading teams in delivering high-quality facilities management services, including cleaning and hospitality. You will engage with clients and stakeholders to maintain exceptional standards while promoting continuous improvement. The ideal candidate will have proven people management experience and excellent communication skills. Join us to create outstanding workplace experiences for our colleagues.

Qualifications

• Proven experience in people management and customer-facing roles.
• Strong stakeholder engagement and communication skills.
• Ability to manage multiple priorities and deliver operational excellence.

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 and conduct risk assessments.

Skills

People management

Customer engagement

Stakeholder engagement

Operational excellence

Tools

IT literacy

Job description

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.

Qualifications & Experience

• 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.