Workplace Experience Manager

Mitie Group; Warwick; On-site; GBP 60,000 - 85,000; Full time

Job summary

Mitie Group in Warwick is seeking a Workplace Experience Manager to lead the workplace experience within a high-profile corporate environment. This senior role requires you to integrate multiple FM service lines, build trusted relationships with the client, and drive a substantial change in how the experience is delivered.

You will own day-to-day workplace experience, acting as the key link between client, operations and service leads, overseeing hard and soft FM and ensuring a professional,

Qualifications

• Extensive experience in Workplace Experience or Facilities Management.
• Proven ability to lead cross-functional teams and manage change.
• IOSH Managing Safely or equivalent and leadership qualifications.

Responsibilities

• Act as the senior site lead and main client contact.
• Coordinate guest services, cleaning, security, catering, engineering and facilities.
• Lead, coach and develop multidisciplinary teams across service lines.
• Drive workplace transformation and raise standards across the site.
• Use feedback and data to continuously improve employee and visitor experience.

Skills

Team leadership

Stakeholder management

Change management

Commercial awareness

Facilities management

Education

IOSH Managing Safely

Leadership qualification

Job description

We're looking for a Workplace Experience Manager to lead the workplace experience within a high-profile corporate environment in Warwick.

This is a senior, highly visible role where you'll bring together multiple FM service lines, build trusted relationships with the client and lead a significant change in how the workplace experience is delivered.

It’s not just about what gets delivered. It's about how it gets delivered.

The roleAs Workplace Experience Manager, you'll take ownership of the day-to-day workplace experience, acting as the key link between the client, operational teams and service leads.

You'll oversee an integrated workplace operation incorporating both hard and soft FM services, ensuring everything comes together to create a professional, welcoming and consistently high-quality environment.

You will:

• Act as the senior site lead, becoming a trusted and highly visible point of contact for the client.
• Bring together workplace services including guest services, cleaning, security, catering, engineering and facilities operations.
• Lead, coach and develop teams while creating a genuine one-team culture across different service lines.
• Drive workplace transformation, challenging existing ways of working and raising standards across the site.
• Use customer feedback, workplace data and operational insight to continuously improve the experience for employees, visitors and stakeholders.

This is more than a traditional FM role

You'll need a strong understanding of facilities management and be comfortable operating across both hard and soft services. You don't need to be a technical engineering expert, as specialist technical support is in place, but you should understand the fundamentals of areas such as PPM, assets, compliance and SFG20.

Where this role really differs is the focus on people, experience and service.

We're looking for someone who can bring energy to a workplace, influence people at all levels and create a culture where delivering the basics well is simply the starting point.

Strong experience within Workplace Experience, Facilities Management, Corporate Services, Hospitality or another high-quality customer-focused environment.

• A confident, engaging leader who can unite multidisciplinary teams and influence stakeholders at all levels.
• Experience managing change, workplace transformation or service improvement and the resilience to challenge established ways of working.
• Strong commercial and operational awareness, including experience of KPIs, SLAs, compliance, suppliers and budgets.
• IOSH Managing Safely or equivalent, alongside a management qualification or equivalent leadership experience.

Experience of working within a large corporate environment would be particularly valuable.

What will make you successful?

Personality and leadership style are hugely important.

You'll need to be visible, energetic, diplomatic and commercially aware, with the confidence to challenge when needed but the emotional intelligence to bring people with you.

This is a workplace where attention to detail really matters. You'll spend time out in the building, speaking with teams, engaging with the client, spotting opportunities for improvement and making sure standards are consistently maintained.

The successful person will be comfortable operating with senior stakeholders while remaining approachable to teams across the workplace.

Why join us?

This is an exciting opportunity to join at a genuine point of transformation.

You'll have the opportunity to help reset the workplace experience, introduce new ideas and ways of working, develop the existing teams and create an environment that both the client and our people can be proud of.

The role is based on site in Warwick five days per week. Due to the nature of the workplace and events taking place on site, you'll need some flexibility around your working day and the confidence to manage your own diary around what is happening within the business.

If you're a workplace or FM leader who loves being visible, bringing people together and taking customer experience to the next level, we'd love to hear from you.

Full-time | Permanent | Predominantly site-based

Are you an experienced workplace or facilities leader who knows that exceptional FM is about more than simply delivering services?