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We are looking for a Workplace Services Manager to join the Rapport family in the heart of Glasgow. Your job title will be Community Manager / internally branded as a Community Ambassador.

This is an amazing opportunity for an individual who is a people's person, someone who can confidently communicate with any level of seniority. If you are positive multitasker, can self-motivate and have a 'can do' attitude, then this role may be for you.

Our client is an American multinational investment bank and global leader in financial services.

As a Community Manager you will be the voice, tone and moderators of our workplace environments and help the Client’s businesses do their jobs more effectively and efficiently, while creating a welcoming and relaxed environment for employees and guests of the firm.

The Workplace Ambassador Team are knowledgeable about and across the business and tap into internal resources to appropriately handle any issues that may arise.

You will be the point of contact for all workplace experience needs.

As we are currently transforming the Client’s neighborhoods into communities through personalized subtle gestures and locally tailored initiatives this role is the key to create a memorable experience.

It is a very ‘hands on’ and proactive role and requires a character that actively seeks opportunities to improve efficiencies and enhance the overall business environment. The role also requires the individual to take ownership of the requirements of the teams working on their delegated floors. To ensure that the working floors operate as smoothly as possible, so that staff are not distracted from their own work by having to deal with any issues relating to their working environment. The role will act as a ‘One Stop shop’ for users on all facilities, service, and real estate related concerns. The scope of activities is extensive and should be aimed at the floor users and enhancing the working environment. The Site Specific Community Manager will ensure the working environment runs smoothly and provide an effective and consistent level of service to staff on all floor issues. There will be requirements of the role that will revolve around supporting the health and wellbeing of the workforce while fostering relationships and building the workplace community.

In this role, you will monitor the Community Service Team and to offer business support as required, including but not limited to:

Supports new joiner integration allowing new Employees to assimilate into their neighborhood working environments quickly and easily, integration into the flexible work environment to ensure community policies and processes are communicated, tour of amenities and Workplace Ambassador resources are explained.

Provides business intelligence and observation-based reporting by collecting and aggregating data on both space utilization and activity-based neighborhoods to help make future operational decisions

Partner with operations, admins and change champions to nudge behaviors and set expectations for workplace etiquette.

Plan and implement community initiatives and networking events in alignment Client’s goals and objectives.

Publish a calendar of events to promote these activities throughout the community.

Create engaging and shareable content to include newsletters and internal Intranet spaces.

Provide oversight for all amenity services within assigned spaces including office pantries, communal spaces and meeting spaces

Be knowledgeable about food service offerings and available options to promote major promotions and special programming.

workplace experience needs, suggestions and improvements.

Liaise with other Client’s teams and vendor partners to complete of any outstanding employee needs.

Foster relationships with teams and Business Unit leadership.

Complete daily walkthroughs to ensure the workplace is prepared for employees and guests.

Improve workplace satisfaction by pre-empting operating issues.

Gather data on space usage to maximize workplace utilization. Report daily through scorecard process.

Support neighborhood capacity within the space booking tool

Support the MS Clean Desk Policy

Work in collaboration with business and support teams (security, reception and conference services team, etc.) to prepare for VIP special guest handling.

Guide employees and visitors to the neighborhood on the floor.

Assist in solving tier one A/V, meeting room and office technology needs. Escalate more complex situations to appropriate teams for resolution.

Monitor technology down time monitoring and reporting.

When we recruit Workplace Ambassadors, we are looking for a natural fit for the Client’s culture with clear examples of experience delivering the key competencies and skills needed to deliver excellence

I am an up-beat individual with integrity and a can-do attitude. I am passionate about delivering great service and take responsibility for my contribution to the team. I like to think ‘outside of the box’ and always look for innovative ways to improve efficiencies within an office environment and enhance customer service, whilst showing that I am flexible and adaptable in my approach to everything that I do. I enjoy managing my own tasks and responsibilities and working to deadlines to deliver for the people around me.

If you recognise yourself in this, then we would love to hear from you.

Relationship building- The ability to nurture relationships with clients, internal workers and guests daily

Key Competencies, Skills and Experience

Strong Communication skills - Proven ability to communicate effectively (verbal & written) with a wide range of customers and service personnel at a variety of levels to achieve results. Experience with social media platforms

Customer Service, client focused - Strong customer services skills and customer service experience

Self-Motivated - Proven to be self-motivated and work under pressure from conflicting deadlines

Problem solving - Ability to “think outside the box” when faced with issues

Flexibility - Flexibility is essential to suit the needs and working practices of the department and its customers.

Planning and Organizing - Ability to organize and priorities workloads, together with the ability to handle deadlines and respond well under pressure.

Results and Quality Focused

Team player

Service Excellence

Continuous Improvement - Proven willingness to learn new skills

Knowledge of Facilities Management

Proven ability to act innovatively and creatively problem solve

IT skills - PC literacy skills and ability to learn internal IT systems

Why Rapport?

Our people come first, and we are committed to developing you and offering a number of fantastic professional and personal development opportunities. We have a suite of over 50 training workshops and a number of Leadership programmes to support you with your development and career progression within Rapport.

We are committed to equality of opportunity and inclusion within the workplace and we celebrate everyone’s differences and diverse backgrounds. We have created a number of Employee Networks as part of our “Be Yourself at Rapport” programme, to create a safe space for our Ambassadors to connect and collaborate, ensuring we champion diversity and inclusion in all that we do.

Our Ambassador’s mental and physical wellbeing is very important to us, and we continue to have a real focus on providing the varied support and initiatives for our teams to get involved in.

Rapport is also a Disability Confident Employer and we have a number of partnerships with external organisations providing job opportunities within the company for people with special educational needs and disabilities.

Some of the benefits you will have access to:

• Refer a friend Scheme
• Pension
• Life Assurance
• Access to our Perks at Work Benefits Portal for various discounts
• WOW Awards to celebrate our brilliant Ambassadors nominated for their exceptional service by our guests and clients
• One Paid Day for Charity Work

About the Company

Rapport is an award winning, specialist company that provides corporate organisations with a range of fully managed front and back of house guest services. Our tailored services are provided to clients in all major cities in the UK and Ireland and in key locations in the US and Hong Kong.

We are very proud to count some of the UK’s most forward-thinking, blue chip companies as our clients, from small boutique firms to large multi-site International corporations, all with a common goal to provide excellent Customer Service.

Our most prestigious awards include:

• In the 2021 ‘Best Companies to work for’ awards, Rapport was recognised as being the Best Company to Work for in the U.K. Business Services Sector, Rapport was recognised as the second Best (Large) Company to Work for in the UK and third Best Company to Work for in London (all categories and company sizes).
• We were awarded three stars from ‘Best Companies’, their ultimate accolade, in 2021 signifying a ‘World Class’ company.
• Top 30 Best Places to Work in Hospitality in 2021 winner.
• Excellence in Diversity & Inclusion at HR in Hospitality Awards 2019

Rapport is a part of Compass Group UK & Ireland, a FTSE 100 company. Please visit our website, www.rapportservice.com, for further information and before applying to learn more about Rapport and our clients

We will contact applicants within 5-7 workings days. Rapport job adverts always gain a high response rate, but we do review all applications. Please check your inbox and your junk/spam folder for our response to your application. Due to high application volumes, we recommend that you do not apply for more than one role at any time. Please ensure you apply for the role that best matches your experience.