Workplace Experience Manager

ISS; West of England; On-site; GBP 40,000 - 65,000; Full time

Job summary

ISS is seeking a Workplace Experience Manager to oversee facilities management contracts across their site in the UK. You will ensure operational excellence, client satisfaction and sustainable commercial growth while fostering a positive, collaborative working environment.

Reporting to an Account Manager, you will drive continuous improvement, manage budgets, lead frontline teams and partners, and build strong stakeholder relationships to deliver value for clients, colleagues and suppliers.

Qualifications

• Proven experience within the service industry.
• Experience in facilities management or related operational environment with a technical background.
• Demonstrable success leading diverse teams with direct line management.
• Experience mentoring operational teams, including succession planning and capability building.
• Strong Health & Safety knowledge; able to advise clients and ensure compliance.
• IOSH certification desirable but not essential.
• Experience managing client- and customer-focused site operations.
• Strong stakeholder management and ability to build long-term client partnerships.
• Experience monitoring, analysing, and reporting on SLA and KPI performance.
• Knowledge of budget control, cost optimization and financial reporting.

Responsibilities

• Take overall responsibility for the management and performance of the assigned site.
• Ensure all contract deliverables, KPIs, and SLAs are consistently achieved or exceeded.
• Act as the primary point of contact for client accounts, building strong and collaborative stakeholder relationships.
• Lead the delivery of facilities services across site operations, ensuring contractual and legal compliance.
• Champion health and safety standards, ensuring teams and subcontractors operate within safe systems of work.
• Manage site budgets and costs, identifying efficiencies and opportunities to improve profitability while maintaining service quality.
• Lead, develop, and support operational frontline teams, ensuring compliance, engagement, wellbeing, and performance standards.
• Identify opportunities to enhance service delivery and expand service lines, working with internal stakeholders to deliver added-value solutions.

Skills

Leadership

Facilities management

Health & safety

Budget management

Stakeholder management

SLA / KPI reporting

Team development

Contract management

Job description

We are seeking a Workplace Experience Manager to oversee and drive the successful delivery of facilities management contracts across their site.

The successful candidate will be responsible for managing site service delivery, ensuring operational excellence, client satisfaction, and sustainable commercial growth while creating a positive and collaborative working environment., We are looking for a people-focused leader who can connect client needs with the capabilities of operational teams and supply chain partners.

Reporting to an Account Manager, you will be responsible for delivering outstanding service, driving continuous improvement, and ensuring long-term value for clients, colleagues, suppliers, and other stakeholders.

Key Responsibilities

• Take overall responsibility for the management and performance of the assigned site.
• Ensure all contract deliverables, KPIs, and SLAs are consistently achieved or exceeded.
• Act as the primary point of contact for client accounts, building strong and collaborative stakeholder relationships.
• Lead the delivery of facilities services across site operations, ensuring contractual and legal compliance.
• Champion health and safety standards, ensuring teams and subcontractors operate within safe systems of work.
• Manage site budgets and costs, identifying efficiencies and opportunities to improve profitability while maintaining service quality.
• Lead, develop, and support operational frontline teams, ensuring compliance, engagement, wellbeing, and performance standards.
• Identify opportunities to enhance service delivery and expand service lines, working with internal stakeholders to deliver added-value solutions.

Key Requirements

• Proven experience within the service industry.
• Previous experience within facilities management or a related operational environment, with a technical background.
• Demonstrable success leading diverse teams, including direct line management of operational and supervisory employees.
• Experience developing and mentoring operational teams, including succession planning and capability building.
• Strong understanding of Health & Safety requirements, with the confidence to advise clients and ensure compliance across operations.
• IOSH certification is desirable but not essential and can be obtained whilst in post.
• Experience managing client and customer-focused site operations.
• Strong stakeholder management skills with the ability to build long-term client partnerships.
• Experience monitoring, analysing, and reporting on SLA and KPI performance.
• Knowledge of financial management, including budget control, cost optimisation, and financial reporting.

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. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement

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.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.