Workplace Experience Lead
| Posting date: | 12 December 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 January 2026 |
| Location: | CV1 2WT |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 87472 |
Summary
Position Overview
We are looking for an experienced Workplace Experience Lead (WEL) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account. The Workplace Experience Lead role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front-of-House' team, the Experience Lead is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer-facing services. The WEL will be responsible for ensuring a 5* service is being delivered at all times, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.
The role will report to the Regional Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.
The Workplace Experience Lead will form part of the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline and structure to the workplace teams as appropriate. The role will be both internal and external facing. In the external facing role the Workplace Experience Lead will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships. As the Workplace Experience Lead, you will be working as part of the GPA site team, curating a workplace environment that increases well-being, productivity and enhances company culture that our end users want to be a part of. Actively seeking opportunities to improve onsite service experience and deploy new initiatives in line with Mitie and GPA visions.
Main Role
-The Workplace Experience Lead will be recognised as the GPA point of contact, will represent GPA and will demonstrate in-depth knowledge of the building and take ownership of a customer's issues or requests, regardless of service line.
-Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
-Support the coordination and inspiration of GPA and its customers community as the workplace of choice.
-Establish good working relationships with the customers to be recognised as the natural “go to” person and a trusted partner to deliver on the GPA values.
-Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of GPA and Mitie.
-Leading and create the best customer and workplace experience.
-The Workplace Experience Lead will have full awareness of the emergency contacts and procedures as outlined from the GPA site.
-Lead the Front of House team to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
-To be responsible for the continuous strategic/tactical review of the Workplace Service delivery to the users
-Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of customers and the business
-Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors
-To maintain a close working relationship all service line management teams
Primary Responsibilities
-Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
-Take ownership of issues and the coordination of service suppliers.
-Ownership of building standards and communication.
-Ensure the meeting room management is being used efficiently and correctly.
-Support the occupancy management and client mapping of floors.
-Emergency evacuation support, including activities associated with GPA's evacuation process (i.e. TagEvac) to include but not be limited to administering online training, monthly audits of equipment, post-incident equipment checks;
-Have a keen eye for detail and share your notes and feedback to all the teams.
-Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
-Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking.
-Own the touchpoint journey and user centric concepts.
-Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
-Liaison with client personnel and end users to ensure a high standard service delivery.
-Support the contract's Continuous Improvement programme and identify issues to drive forward contract development.
-Responsible for ensuring compliance with policies and procedures on Health & Safety, Quality Assurance & Environment for the FOH team.
-Investigate, manage and/or assign customer complaints and compliments in accordance with site collaborative procedures, ensuring all relevant matters are escalated to the appropriate manager.
-Follow any such reasonable instruction as issued by Senior Line Management
ExperienceAppropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent. Applicants from other sectors with relevant transferable skills and experience within a customer facing environment such as hospitality or events management are also encouraged. Proven track record of people management in a customer experience focused environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Essential Skills:
-Previous experience in Soft Services or Operations and knowledge of real estate and
hospitality industry
-Excellent Leadership and Organisational skills
-Good oral and written communication
-Good interpersonal and Influencing skills
-Ability to communicate clearly and confidently and establish client rapport
-Ability to lead teams and work across all levels of management vertically and horizontally
-Competency and understanding of Statutory/H&S Compliance.
-IT literate
-Structured and methodical problem solving
-Health & Safety trained. Minimum requirement - IOSH managing safety
Desirable:
-Knowledge of Building services advantageous
· Previous experience of working in a diverse service delivery team
· Strong health and safety background
Personnel Specification
-Experience of daily interaction with client, leadership team, operational management & front line teams
-Co-ordination and planning skills
-Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
-Customer Care - Capable of delivering results and meeting customer expectations
-Self-motivated, tenacious and result-oriented with a positive outlook
-Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (i.e. Emergency Evacuation Procedures)
We are looking for an experienced Workplace Experience Lead (WEL) to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account. The Workplace Experience Lead role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building and service leader. As part of the 'Front-of-House' team, the Experience Lead is responsible for creating a supportive and comfortable atmosphere by welcoming visitors and supporting all customer-facing services. The WEL will be responsible for ensuring a 5* service is being delivered at all times, ensuring responsive, professional and clear comms to the relevant customers and service line teams. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.
The role will report to the Regional Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.
The Workplace Experience Lead will form part of the Site Management team and will need to be commercially aware and provide leadership, guidance, discipline and structure to the workplace teams as appropriate. The role will be both internal and external facing. In the external facing role the Workplace Experience Lead will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships. As the Workplace Experience Lead, you will be working as part of the GPA site team, curating a workplace environment that increases well-being, productivity and enhances company culture that our end users want to be a part of. Actively seeking opportunities to improve onsite service experience and deploy new initiatives in line with Mitie and GPA visions.
Main Role
-The Workplace Experience Lead will be recognised as the GPA point of contact, will represent GPA and will demonstrate in-depth knowledge of the building and take ownership of a customer's issues or requests, regardless of service line.
-Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
-Support the coordination and inspiration of GPA and its customers community as the workplace of choice.
-Establish good working relationships with the customers to be recognised as the natural “go to” person and a trusted partner to deliver on the GPA values.
-Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of GPA and Mitie.
-Leading and create the best customer and workplace experience.
-The Workplace Experience Lead will have full awareness of the emergency contacts and procedures as outlined from the GPA site.
-Lead the Front of House team to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
-To be responsible for the continuous strategic/tactical review of the Workplace Service delivery to the users
-Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of customers and the business
-Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors
-To maintain a close working relationship all service line management teams
Primary Responsibilities
-Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
-Take ownership of issues and the coordination of service suppliers.
-Ownership of building standards and communication.
-Ensure the meeting room management is being used efficiently and correctly.
-Support the occupancy management and client mapping of floors.
-Emergency evacuation support, including activities associated with GPA's evacuation process (i.e. TagEvac) to include but not be limited to administering online training, monthly audits of equipment, post-incident equipment checks;
-Have a keen eye for detail and share your notes and feedback to all the teams.
-Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
-Conduct assigned Daily Checklists to ensure the quality of assigned workspaces, improve performance and enhance tracking.
-Own the touchpoint journey and user centric concepts.
-Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
-Liaison with client personnel and end users to ensure a high standard service delivery.
-Support the contract's Continuous Improvement programme and identify issues to drive forward contract development.
-Responsible for ensuring compliance with policies and procedures on Health & Safety, Quality Assurance & Environment for the FOH team.
-Investigate, manage and/or assign customer complaints and compliments in accordance with site collaborative procedures, ensuring all relevant matters are escalated to the appropriate manager.
-Follow any such reasonable instruction as issued by Senior Line Management
ExperienceAppropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent. Applicants from other sectors with relevant transferable skills and experience within a customer facing environment such as hospitality or events management are also encouraged. Proven track record of people management in a customer experience focused environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Essential Skills:
-Previous experience in Soft Services or Operations and knowledge of real estate and
hospitality industry
-Excellent Leadership and Organisational skills
-Good oral and written communication
-Good interpersonal and Influencing skills
-Ability to communicate clearly and confidently and establish client rapport
-Ability to lead teams and work across all levels of management vertically and horizontally
-Competency and understanding of Statutory/H&S Compliance.
-IT literate
-Structured and methodical problem solving
-Health & Safety trained. Minimum requirement - IOSH managing safety
Desirable:
-Knowledge of Building services advantageous
· Previous experience of working in a diverse service delivery team
· Strong health and safety background
Personnel Specification
-Experience of daily interaction with client, leadership team, operational management & front line teams
-Co-ordination and planning skills
-Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
-Customer Care - Capable of delivering results and meeting customer expectations
-Self-motivated, tenacious and result-oriented with a positive outlook
-Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (i.e. Emergency Evacuation Procedures)