Workplace Experience Coordinator FTC

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Coordinator to join the team located in London. This is a 1 year Fixed Term Contract with the possibility for extension.


About the Role:

This role provides a professional, engaging and interactive first point of contact for the client associates with any operational queries/issues they may have. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five-star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the client become aware of them.


Curating a strategy to activate our space is key to ensuring our associates are engaged and bringing our business and culture goals to life.
This position will:

Develop and maintain client facing relationship while continuing to deliver an exceptional experience to client associates as well as guests coming to Fidelity.

Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout client office at 1 St Martin Le Grand.

Ensure bespoke service delivery of all Front of House facilities services throughout the office space.

Act as the interface between all vendor operatives who provide an on-floor service for our customers associates and visitors, ensuring a seamless service delivery.

Perform duties to maintain the GS /GWS standards whilst delivering a high level of personal client engagement.

Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are 'fit for business'.

Key Accountabilities & Deliverables:

Issue prevention and resolution:

Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk

Maintain ownership and proactively manage all issues in conjunction with the wider FM team

Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner

Ensure all work orders are responded to quickly and efficiently within agreed SLAs

Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations)


Vendor management/one team approach:

Be at the forefront of the customer relationship; provide a positive, professional and seamless link between the various supply partners/vendors supporting the office space and visitors suite

Ensure that all Vendors provide and maintain the required service levels at all times, providing guidance and support as required

Develop and facilitate working relationships with other onsite vendors, ensuring their service delivery and follow up receive primary focus in Front of House areas and critical systems

Ownership of assigned floor to include leading daily team huddle at start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities etc

Provide oversight for hospitality areas, such as pantries and 'Grab & Go' areas, coordinating closely with hospitality vendor


Key divisional admin engagement/on-floor presence:

Maintain regular contact with on-floor client contacts and building occupants, developing business relationships and monitoring customer perception and satisfaction to feed back to Fidelity Hospitality Manager and CBRE Account Manager

Continually review and improve customer service to feed back to Fidelity Hospitality Manager - through a feedback system (TBC)

Anticipate associate and guest needs before they arise to enhance and personalize their experience


Health and Safety:

Ensure all staff maintains safe working practices through implementation of company and client Health & Safety Standards

On-floor support for BCP and emergency situations

Report hazards and safety observations through CBRE myHSE system in a timely fashion

Work closely with CBRE health and safety officer to conduct regular inspections


High profile areas:

Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained

Focus on Executive Office (details to be defined)

Assist with visitor management, including coordinating key client visits end to end, meeting and escorting where appropriate

Check local Vending Areas to ensure adequate visitor cups are available - liaise with Vending Team

Client spaces:

Ensure that all areas are 'fit for business', both functionally and aesthetically

As appropriate, reserve bookable spaces for divisions in flexi-desking environment (details TBC)

Facilitate usage of non-bookable rooms, including inspections to ensuring that the room is 'fit for business', ready for the next client (liaise with other vendors to ensure room is fit for purpose)

Manage community activities (e.g. kitchen table, divisional updates, training sessions, community whiteboard, socials) through ensuring Kitchen Table Area is kept clean and tidy at all times - liaising with the Cleaning Team / support events around the Kitchen Table Area

Required Skills & Experience:

Awareness of FM & Hospitality services

Strong Customer Service background with previous experience in 4 / 5 star Hospitality services industry

Passionate about customer service and keen to develop FM knowledge

Firm understanding of delivering exceptional customer service

Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)

Diplomacy in a demanding, fast-moving customer focused environment

Ability to interact successfully at all levels of seniority within GS/the firm

Excellent communication skills

Smart and well presented at all times

Proactive, self-motivated energy with a positive can-do attitude and friendly demeanor

Flexible, team orientated and good organizer

Proficiency to follow up on multiple issues/queries simultaneously

Good Health and Safety knowledge

Possesses a good command of the English language

About CBRE Global Workplace Solutions:


As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

Application Process:


Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.


No agencies please.


Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.


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