Senior Workplace Experience Manager
| Dyddiad hysbysebu: | 23 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 22 Chwefror 2026 |
| Lleoliad: | SE1 9HS |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 88914 |
Crynodeb
Client Experience Manager
Company name:
Mitie Technical Services
Job Title:
Client Experience Manager
Reporting to (position)
Senior Workplace Manager
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture - our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
The Client Experience Manager is a senior operational leader responsible for the day-to-day excellence of multiple workplace environments. The role provides leadership, direction, and assurance across several Workplace Managers, ensuring consistent service delivery, premium customer experience, and alignment with client expectations in a high-profile corporate setting.
This role acts as the key link between operational delivery teams and senior client stakeholders, ensuring service maturity, risk management, and continuous improvement across the account.
Job objectives and responsibilities:
-Provide senior leadership across multiple workplace environments
-Lead, coach, and performance-manage Workplace Managers
-Act as the senior escalation point for service issues, client concerns, and operational risk
-Ensure consistent delivery of service standards, SLAs, and client experience principles
-Support strategic planning, reporting, and governance activities
-Drive a proactive, insight-led approach to customer journey management
-Ensure compliance with health and safety, information security, and contractual requirements
Main duties
Main duties:
-Leadership and people management
-Direct line management of Workplace Managers including development, performance reviews, and capability building
-Provide coaching and support to ensure Workplace Managers lead their teams effectively
-Set clear expectations for behaviours, standards, and accountability
-Build a high-performing, engaged management structure
-Operational oversight
-Overall accountability for the smooth operation of multiple workplace areas
-Ensure consistency in service delivery across all managed environments
-Maintain oversight of resourcing, workload distribution, and operational risks
-Ensure reactive and planned tasks are completed in line with agreed SLAs
-Client and stakeholder management
-Act as a senior point of contact for assigned agencies or business units
-Manage complex client conflict and escalations professionally and effectively
-Translate client feedback into service improvements
-Support client meetings, walkarounds, and service reviews
-Customer experience and journey ownership
-Oversee customer journey mapping across workplace environments
-Ensure Workplace Managers actively manage key service touchpoints
-Drive a premium, five-star workplace experience aligned to client brand and culture
-Champion innovation and continuous improvement
-Performance and governance
-Monitor KPIs, SLAs, and service performance across all managed areas
-Ensure accurate reporting and communication to senior stakeholders
-Identify trends, risks, and improvement opportunities
-Support audits and governance requirements
-Person specification:
-Proven experience in a senior facilities management or workplace leadership role
-Demonstrable experience managing managers
-Strong understanding of FM operations, customer experience, and service delivery
-Excellent stakeholder management and conflict resolution skills
-Strong analytical and reporting capability
-Commercial awareness and sound decision-making skills
-Ability to operate effectively in a fast-paced, high-expectation environment
-Health and safety:
-Ensure compliance with all Mitie health and safety policies
-Promote a strong safety culture across teams
-Identify and escalate risks appropriately
-Information security:
-Ensure compliance with Mitie information security procedures
-Act as an escalation point for security risks or incidents
-Promote secure working practices
Person Specification
-Have a passion for leading and creating an environment for everyone to thrive
-Can work across and take the lead within a team
-Excellent Analytical skills
-Proven knowledge/experience of FM practice
-Commercial Awareness
-Good report writing skills
-Flexible attitude
-Experience of working in a challenging fast paced environment
· H&S safety trained
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;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right
Name:
Date:
Company name:
Mitie Technical Services
Job Title:
Client Experience Manager
Reporting to (position)
Senior Workplace Manager
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture - our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
The Client Experience Manager is a senior operational leader responsible for the day-to-day excellence of multiple workplace environments. The role provides leadership, direction, and assurance across several Workplace Managers, ensuring consistent service delivery, premium customer experience, and alignment with client expectations in a high-profile corporate setting.
This role acts as the key link between operational delivery teams and senior client stakeholders, ensuring service maturity, risk management, and continuous improvement across the account.
Job objectives and responsibilities:
-Provide senior leadership across multiple workplace environments
-Lead, coach, and performance-manage Workplace Managers
-Act as the senior escalation point for service issues, client concerns, and operational risk
-Ensure consistent delivery of service standards, SLAs, and client experience principles
-Support strategic planning, reporting, and governance activities
-Drive a proactive, insight-led approach to customer journey management
-Ensure compliance with health and safety, information security, and contractual requirements
Main duties
Main duties:
-Leadership and people management
-Direct line management of Workplace Managers including development, performance reviews, and capability building
-Provide coaching and support to ensure Workplace Managers lead their teams effectively
-Set clear expectations for behaviours, standards, and accountability
-Build a high-performing, engaged management structure
-Operational oversight
-Overall accountability for the smooth operation of multiple workplace areas
-Ensure consistency in service delivery across all managed environments
-Maintain oversight of resourcing, workload distribution, and operational risks
-Ensure reactive and planned tasks are completed in line with agreed SLAs
-Client and stakeholder management
-Act as a senior point of contact for assigned agencies or business units
-Manage complex client conflict and escalations professionally and effectively
-Translate client feedback into service improvements
-Support client meetings, walkarounds, and service reviews
-Customer experience and journey ownership
-Oversee customer journey mapping across workplace environments
-Ensure Workplace Managers actively manage key service touchpoints
-Drive a premium, five-star workplace experience aligned to client brand and culture
-Champion innovation and continuous improvement
-Performance and governance
-Monitor KPIs, SLAs, and service performance across all managed areas
-Ensure accurate reporting and communication to senior stakeholders
-Identify trends, risks, and improvement opportunities
-Support audits and governance requirements
-Person specification:
-Proven experience in a senior facilities management or workplace leadership role
-Demonstrable experience managing managers
-Strong understanding of FM operations, customer experience, and service delivery
-Excellent stakeholder management and conflict resolution skills
-Strong analytical and reporting capability
-Commercial awareness and sound decision-making skills
-Ability to operate effectively in a fast-paced, high-expectation environment
-Health and safety:
-Ensure compliance with all Mitie health and safety policies
-Promote a strong safety culture across teams
-Identify and escalate risks appropriately
-Information security:
-Ensure compliance with Mitie information security procedures
-Act as an escalation point for security risks or incidents
-Promote secure working practices
Person Specification
-Have a passion for leading and creating an environment for everyone to thrive
-Can work across and take the lead within a team
-Excellent Analytical skills
-Proven knowledge/experience of FM practice
-Commercial Awareness
-Good report writing skills
-Flexible attitude
-Experience of working in a challenging fast paced environment
· H&S safety trained
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;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right
Name:
Date: