Workplace Experience Transformation Manager
| Dyddiad hysbysebu: | 06 Awst 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 03 Medi 2025 |
| Lleoliad: | EC2R 5AA |
| Cwmni: | Mitie |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 80283 |
Crynodeb
Job Summary: The Workplace Experience Transformation Manager is responsible for delivering and embedding operational change across workplace service functions including reception, concierge, client suite, and security. This role focuses on implementing a more unified, people-first service model that improves the daily experience for clients, guests, and employees. Working closely with site teams and service partners, the role ensures consistent standards, smooth operations, and high-quality execution of the workplace experience vision.
Key Responsibilities:
Operational Implementation
-Roll out changes to Guest Services operations across designated sites, ensuring alignment with the transformation goals.
-Support the reconfiguration of team roles, workflows, and service touchpoints across reception, concierge, client suite, event and security.
-Coordinate on-site activities during transition phases, minimising disruption to day-to-day operations.
Process & Standards Delivery
-Implement new standard operating procedures (SOPs) and service playbooks that reflect integrated, experience-led delivery.
-Ensure consistent application of agreed service standards across all guest-facing roles.
-Act as a point of contact for on-the-ground queries and issue resolution during rollout and bedding-in of new ways of working.
Team Support & Training
-Work alongside site FM and team supervisors to embed new behaviours, responsibilities, and service techniques.
-Identify training needs and support delivery of workshops or refresher sessions in collaboration with L&D or external partners.
-Coach individuals to adapt to new expectations and encourage cross-functional collaboration.
Stakeholder Communication & Client Management
-Build strong relationships with client representatives, understanding their expectations and responding to feedback with professionalism and flexibility.
-Capture and escalate risks, resistance, or issues to relevant stakeholders, offering practical solutions and adjustments as needed.
-Provide localised updates, client insights, and performance reports to senior management and contract owners as required.
Monitoring & Continuous Improvement
-Observe and evaluate daily service delivery to ensure consistent guest and client experience post-change.
-Use checklists, observations, and feedback to assess service performance.
-Gather feedback from teams and users to identify small-scale improvements and share success stories.
Health and Safety responsibilities
-Follow Group and company policies and procedures at all times;
-Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
-Use all work equipment and personal PPE properly and in accordance with training received;
-Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Qualifications:
-Proven experience in workplace, guest services, facilities management, or hospitality operations, ideally in a multi-site or client-facing environment.
-Demonstrable track record of leading or supporting operational change and transformation projects.
-Strong understanding of service delivery models across reception, concierge, client suite, events, and/or security.
-Educated to A-level standard or equivalent; higher education or professional qualifications (e.g. ILM, IWFM, customer experience, or project management) are advantageous.
Skills
-Change Management: Ability to drive and embed new ways of working while supporting teams through transition with empathy and structure.
-Client Relationship Management: Skilled in building trusted, professional relationships with clients and key stakeholders, responding to feedback, and aligning service to client expectations.
-Leadership & Influence: Capable of motivating and coaching individuals and teams; demonstrates a calm, positive, and reassuring leadership style.
-Service Excellence Mindset: Strong commitment to delivering an outstanding guest and client experience; able to translate standards into practical, consistent action on the ground.
-Collaboration & Communication: Excellent interpersonal and communication skills; able to engage and coordinate across FM, security, L&D, and other service partners.
-Analytical Thinking: Comfortable gathering data, observations, and feedback to inform decision-making and continuous improvement.
-Organisation & Prioritisation: Able to manage multiple tasks across different sites, adapt to shifting priorities, and remain focused on delivering agreed outcomes.
-IT Proficiency: Confident using workplace technology and tools such as Microsoft Office, reporting dashboards, Webex or Teams for remote support.
Working Conditions:
-Site Based in London
-Multi-sites in London
-May require support national support
-May require occasional evening or weekend work.