Workplace & Facilities Manager - Client Experience

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Workplace Experience Manager to enhance client interactions at their prestigious London office. This role focuses on delivering a seamless 5-star client journey, managing various client-facing services such as events, catering, and reception. You will lead a team, ensuring operational excellence and high standards in service delivery. This is a fantastic opportunity for someone with a passion for client service and a knack for creating exceptional experiences in a corporate environment. Join a dynamic team and make a significant impact in a global law firm.

Qualifications

• Management-level experience in client-facing or hospitality roles is essential.
• Strong knowledge of AV and meeting room technology.

Responsibilities

• Oversee strategic planning and operational management of client-facing functions.
• Maintain strong relationships with key partners and manage client expectations.

Skills

Client Relationship Management

Customer Service Excellence

Operational Management

Event Planning

Tools

AV Technology

Booking Systems

Job description

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Workplace & Facilities Manager - Client Experience, London

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Client:

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

978e9829c0e4

Job Views:

6

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Your company

Our client is a global law firm well-regarded in the UK with multiple offices. They are hiring a Workplace Experience Manager for their London office. This is a site-based role in Central London, working Monday - Friday.

Your role

As Workplace Experience Manager, you will curate an exceptional client experience at the global HQ, delivering a 5-star client journey from end-to-end. You will oversee strategic planning, operational, and contract management of client-facing facilities and functions in the London office. Developing and implementing best practice policies and procedures across front of house to ensure consistent high performance.

Key duties include:

• Managing the client-facing functions such as meetings and events, AV and tech, catering and hospitality, reception, and concierge services.
• Auditing standards and procedures to ensure outstanding delivery and experience for clients and visitors.
• Maintaining strong relationships with key partners involved in client strategy and senior management.
• Building networks with partners and colleagues to understand and meet client expectations, supporting business retention and growth.
• Acting as the liaison for client and tenant issues regarding services.
• Providing timely responses and solutions to uphold high customer service levels.
• Organizing and planning resource usage for client meeting spaces and events.
• Managing the team, including recruitment, training, and development, with regular appraisals and meetings.
• Controlling administrative documents such as policies and procedures, including annual reviews and version control.

Requirements

Relevant experience in high-end client-facing services within a corporate office is essential. You will also need:

• Management-level experience in client-facing, customer service, or hospitality roles.
• Experience managing service providers.
• Strong knowledge of systems such as booking, AV, and meeting room technology.

Benefits

Successful candidates will receive a permanent contract with a leading global law firm for their high-end London office. Additional benefits include: