Workplace Experience Lead

at  CBRE

Key responsibilities are as follows:

• Deliver exceptional integrated facilities management service across Front of House, M&E Maintenance, Host Services, Events Management, Mailroom Services, Cleaning, Security and Catering / Hospitality.
• To ensure the smooth management of all services within the designated BT building and to ensure the Workplace Services teams deal effectively with all business user/client requests and enquiries and exceed expectations in all areas of the client facing operations.
• Responsible for health and safety compliance onsite, including that of third-party service providers and completion of all maintenance records. This includes ensuring that BT are regularly updated
• To manage and ensure a world-class service to welcome clients, visitors, colleagues and business partners during the agreed operating hours. To ensure there is a pleasant and positive working environment for BT business users with hosts who are available and accessible within the building.
• An understanding of finance and management of P&L for the operations, ensuring a cost-efficient service in all areas (without impeding the client experience).
• Responsible for statutory compliance for planned maintenance works.
• Compile and maintain all required management information/records. This includes asset register, emergency plans and all related records and management reports that form part of the CBRE logbook system
• Preparation, control, and monitoring of the service agreement in accordance with the BT contract and associated budgets
• Delivering and coordinating team meetings and toolbox talks
• Further develop and maintain excellent customer/tenant relationships, ensuring that they receive the highest standards of service in relation to their operational needs, attending meetings as applicable
• Liaise with local authorities as appropriate
• Proactively manage risk and deal with insurance issues relating to your building
• Manage minor work projects on site, acting as the liaison point for all parties involved
• Produce management reports in accordance with the needs of the business
• Play a lead role in the management and control of incidents (e.g. business continuity or environmental impact), owning timely and appropriate communication/escalation across customer and P&FS business
• Develop an exceptional partnership working collaboratively with all supply partners and P&FS colleagues to deliver and improve appropriate workplace environments
• Identify, track and influence key PMS/KPI and financial performance metrics to deliver required performance in your building
• Monitor and identify areas for improvement as a matter of course
• Identify and act on safety trends and reports to create interventions to protect the business, our people and drive continuous safety improvement
• Ensure mandatory processes are in place, and are compliant including but not limited to; line management auditing, QHSE objective setting and tracking, Dynamic RA, H&S scenario training and RIDDOR investigations
• Management of subcontractors
• Ability to measure, work to plans (method statements), read technical diagrams and communicate, present and report technical information as appropriate to trade/skill.
• Ensure your team has the skills and motivation to carry out their roles to the best of their abilities
• Be visible and accessible to the team and customer
• Train, develop, induct and mentor direct reports, building a culture of continual development
• Build a robust succession plan, using development programs and activities to ensure ready and able candidates are available at all times
• Represent CBRE in a professional and credible manner to customers and the public
• Fair treatment of suppliers at all times, professional supplier management and arbitration of disputes
• Work closely with the procurement team to ensure maximum use of preferred suppliers
• Be available and on call outside normal working hours, to manage incidents and escalations across the estat