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Job description

Job Description

Job Title

Workplace Services Ambassador X 2 Roles

Business Unit

Workplace, Arts & Culture

Location

Avison Young Occupied Estate (London Gresham Street and London Ganton Street)

Reports To

Workplace Service Supervisor

Overall Purpose of Job

As we move into a new era of ‘work life’, experience is everything. With hybrid working now more in scope than ever, the concept of the workplace becoming an ‘experience destination’ in itself, gives us the unique opportunity to evolve our established service solution to generate engagement in new and exciting ways, creating advocacy throughout the business.

Placed within the heart of our London Occupied Estate, our Workplace Services Ambassadors play a key role in activating and maximising the opportunity available to facilitate a modern, flexible workplace experience for the workforce. The ability to connect and engage with our customers in a variety of ways outside of the traditional receptionist duties make our service delivery roles attractive to those with a passion for service running through them. This role will effectively combine the Front of House service delivery, whilst maximising the running of the office support requirements for its users.

You will own the relationships with our colleagues and visitors, both in the office and those working remotely. You will be responsible for ensuring everyone receives a tailored, exceptional user experience. You will own the flexible working spaces, driving use whilst ensuring they are fit for purpose. You will be the ‘go to’ solution provider for everything; the trouble-shooter, the fixer - the all-round ‘experience architect’. You will promote the use of technology to provide enhanced and effective workplace experience, communications and updates, drive networking and collaboration opportunity, and ensure those working remotely feel as valued and looked. We want you to push the boundaries of the possible as you seek to provide the best user experience.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos for life:

Creating positive impact

• Active listening and attention to find the hidden service opportunity
• Anticipating needs and delivering before asked
• Helping people to be productive, prosperous, and positive

Spaces and places that improve lives, and help businesses thrive

• Building communities that make a difference
• We impact the client journey at every stage
• We consider the lifetime partnership value vs single ‘transaction’ opportunity
• Creating moments that matter

Powered by people

• We celebrate and embrace diversity
• We encourage individuality in service excellence
• We promote inclusivity in our actions

Putting people first in every choice we make

• We support local employment in all regions
• We provide a sense of belonging
• We treat people as THEY wish to be treated

Driven by shared success

• We collaborate with clients
• We work together to get it done
• Empowering people to achieve together

Main Duties, Responsibilities & Accountabilities

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• Provide a user focused service experience that is built on the foundations of exceeding expectations
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Continuously drive relationships and connectivity with all to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
• Ensure all visitors utilising the self-serve check in are welcomed immediately after receiving the alert to notify their arrival – where possible and pre-booking is utilised, ensure presence in the client lounge at the appropriate times
• Look after any waiting visitors with care and attention, taking coats, making beverages, escorting to rooms etc, acting as an Ambassador for, and until they are collected by, their host
• Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
• Conduct regular workplace cleanliness and condition audits, resolving or escalating issues encountered
• Responsible for adhering to all health and safety safe systems of work activity within your space, including Risk Assessments, manual handling, floor & fire exits checks, first aid and fire marshal duties and mental health champion (where applicable)
• Ensure all facilities issues and requests are logged via the Customer Service Centre, providing regular updates to affected business users until resolved – be prepared to chase jobs, quotes, documentation
• Ensure all RAMS (Risk assessment and method statement) / PTW (permit to work) are in place prior to work
• Own and manage all flexible workspace usage, providing support and guidance for all to the ‘New ways of working’
• Oversee utilisation of the flexible space, understanding hot demand spaces and underutilised spaces, seeking employee feedback, and providing updates to your line manager
• Promote and support the business with the use of technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions
• Promote the benefits of pre-booking visitors, and assist with pre-arrival confirmation information and facilitate any pre-arrival services required by our visitors or employees
• Proactive IT support and set up, both in person and remotely
• Proactive room management and set up, seeking appropriate support from the business as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
• Take an active role in understanding subsequent challenges / complaints and contribute to the implementation of long-term solutions to eradicate
• Seek information from the business to take ownership (where possible/appropriate) of new starter’s first day arrival journey, building & services inductions – inject the WOW into that first impression of the company on behalf of the business – create access passes, approve travel accounts
• Deactivate leavers as part of the completion of leavers procedures
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Support with accident & incident reporting
• Manage all vending areas, kitchens and pantries, replenishing and maintaining the highest of standards
• Manage all stationery and printer hub requirements, ordering stock, replenishing and maintaining the highest of standards
• Ordering PPE and stationery stock in line with budgets set
• Assisting with ISO documentation, systems and audits where required
• Uploading data into the Accuvio sustainability system
• Monitoring the Virtual PO Boxes and completing the process if any failures of the automatic system occur
• Assign lockers in line with office procedures
• Carry out archiving responsibilities as required
• Provide eye care vouchers in line with business requirements
• Monitor inbox and phone line, respond to relevant messages and /or forward them to the appropriate contract as required. Chase/follow up actions to ensure all requests are completed and staff kept up to date with their queries in a timely manner.
• Support with post and parcel management where required
• Utilise technology to drive communication and connectivity with employees, offering instant updates and alerts to support smooth working days for them
• Take part in user and stakeholder’s engagement meetings where appropriate
• Surprise and Delight – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely
• Contribute with ideas for, and drive the employee experience events calendar
• Build and maintain a current, working knowledge of all Workplace Services policies, procedures, systems and tools in order to provide building users with service information – challenge them constantly
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly report, delivering allocated sections within the requested timeframe
• Take an active role in training and supporting new colleagues through their induction period
• Attend training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young at all times

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Person Specifications

• Exudes passion for service delivery in their character
• Has a proactive, motivated, good-natured personality
• Always communicates in a positive tone
• Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments
• Has a passion for technology and opportunity to utilise within service delivery environment
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
• Is a change advocate
• Forward thinking, and wants to continuously develop the service and themselves
• Excellent attention to detail – always seeking to find the hidden opportunity to wow
• Team player, supports all colleagues to achieve with a ‘One Team’ focus
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment

Desired Knowledge, Skills and Experience

• Previous experience within a service delivery environment
• Previous experience, and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service
• Confident communicator
• Competent user of Microsoft Office package
• Fluent written and spoken English
• This is not a desk-based role; you will be expected to be present and mobile within the floors

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunities employer, and is committed to treating all its employees and job applicants equally. If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.

Job Type: Full-time

Salary: £30,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Enhanced maternity leave
• Health & wellbeing programme
• Life insurance
• Private medical insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Work Location: In person