Workplace Experience Team Lead
| Posting date: | 02 April 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 02 May 2026 |
| Location: | Reading, Berkshire |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 153170 |
Summary
Workplace Experience Team Lead
Contract: Professional Services, Production & Technology
Location: Reading, RG2 6UU
Hours of work: 40
Contract Type: Permanent
We are seeking a Workplace Experience Team Lead to oversee workplace and soft service operations across all functions within scope, including workplace hosts and front-of-house services.
This role ensures the delivery of exceptional workplace experiences, consistently meeting and exceeding business objectives, and driving effective and efficient team performance.
You will champion high standards that protect and enhance the image and reputation of our organisations.
Job Description
We are looking for a confident, organised and customer-focused leader who can support Reception and Post Room Placemakers while driving continual operational improvement.
You will play a key role in developing and delivering soft services, acting as a central point of contact for workplace services and ensuring all processes align with account policies and quality expectations.
Key Responsibilities
Lead the development and delivery of soft services focused on overall Workplace operations.
Manage day-to-day operational processes to ensure all service levels are maintained.
Oversee front desk services, ensuring high standards of customer service are delivered daily.
Act as the main contact for workplace services, liaising closely with key customer contacts and service users.
Ensure staffing levels and resources meet operational demands while maintaining visibility across all areas.
Serve as the super-user for visitor and meeting room management booking technology and own related service delivery processes.
Ensure VIPs receive exceptional service, consistently going the extra mile.
Proactively review operations to maximise efficiency and develop the overall service offering.
Professional and Personal Competencies/Qualifications
Proven leadership experience managing high-profile client-side workplace projects.
Strong customer focus with professional, organised work style.
Ability to work effectively within a team environment.
National-level qualification in facilities management, management, or customer services.
Excellent telephone manner and verbal communication skills.
Strong interpersonal skills and ability to engage with people at all levels.
Ability to motivate on-site teams and drive exceptional experiences.
IOSH qualification desirable.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Contract: Professional Services, Production & Technology
Location: Reading, RG2 6UU
Hours of work: 40
Contract Type: Permanent
We are seeking a Workplace Experience Team Lead to oversee workplace and soft service operations across all functions within scope, including workplace hosts and front-of-house services.
This role ensures the delivery of exceptional workplace experiences, consistently meeting and exceeding business objectives, and driving effective and efficient team performance.
You will champion high standards that protect and enhance the image and reputation of our organisations.
Job Description
We are looking for a confident, organised and customer-focused leader who can support Reception and Post Room Placemakers while driving continual operational improvement.
You will play a key role in developing and delivering soft services, acting as a central point of contact for workplace services and ensuring all processes align with account policies and quality expectations.
Key Responsibilities
Lead the development and delivery of soft services focused on overall Workplace operations.
Manage day-to-day operational processes to ensure all service levels are maintained.
Oversee front desk services, ensuring high standards of customer service are delivered daily.
Act as the main contact for workplace services, liaising closely with key customer contacts and service users.
Ensure staffing levels and resources meet operational demands while maintaining visibility across all areas.
Serve as the super-user for visitor and meeting room management booking technology and own related service delivery processes.
Ensure VIPs receive exceptional service, consistently going the extra mile.
Proactively review operations to maximise efficiency and develop the overall service offering.
Professional and Personal Competencies/Qualifications
Proven leadership experience managing high-profile client-side workplace projects.
Strong customer focus with professional, organised work style.
Ability to work effectively within a team environment.
National-level qualification in facilities management, management, or customer services.
Excellent telephone manner and verbal communication skills.
Strong interpersonal skills and ability to engage with people at all levels.
Ability to motivate on-site teams and drive exceptional experiences.
IOSH qualification desirable.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.