Overall Purpose of Role

One Centenary Way is the latest and largest building so far of the ground-breaking £1.2 billion Paradise estate.

By attracting international, Blue Chip occupiers from London and other locations in the UK, this 280,000 sq ft commercial building is the jewel in the crown of the estate and sets a high benchmark for future office buildings in Birmingham city centre.

As we move into an era defining new ways of working, experience is everything. The working environment is evolving to include multiple elements available to occupiers, such as events, talks and networking opportunities, as well as a range of high quality amenities and services at the building itself.

The estate is seen as a ‘total destination’ with cutting edge leisure offerings, extensive public realm and new connections, as well as year-round events. All of this activity is conducted to the very highest standard and reflects a best in class, environmentally sustainable building. 

One Centenary Way marks the first part of Phase Two of the development, and the building is a crucial asset for Paradise, Birmingham and the region. Its occupiers have high expectations, and we must meet those by positioning the estate as the premier commercial location in the UK outside of London. To do this, we are seeking to establish a site-based team that exhibits the calibre of service excellence such a high profile destination demands.

With hybrid working now more popular than ever, the concept of the workplace becoming an ‘experience destination’ gives us the opportunity to evolve our established service and drive an enhanced offer.

Our Welcome Space Ambassadors are the first and last impression that people have with our brand, and the brands of those buildings and occupiers we represent. Therefore, it’s essential that a positive, memorable experience is delivered to everyone who walks through our doors.

By owning and taking accountability for the function of the Welcome Space and The Lounge, and be an ambassador for Paradise Birmingham in any and all interactions with other staff or members of the public.

The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties and make our roles more attractive to those with a passion for quality service.

Avison Young is seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, and we want our Welcome Space Ambassadors to be the wow differentiator within them. The role is also key in supporting and promoting the Paradise brand values.

You will be responsible for ensuring every user of One Centenary Way is provided with an positive experience. This could be provided within a variety of opportunities available to you with this role predominantly based within the Welcome Space in the building’s lobby, triage and support to incoming customers, as well as actively engaging all those using the space.

You will own the space around you, demonstrating pride in its appearance. You will constantly seek and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery.

We want you to push the boundaries of the possible as you seek to provide the best-in-class user experience, always finding the hidden opportunity to surprise and delight our customers.

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 Behaviours Playbook, they are our ways of working together, delivering for others and our all-round ethos.

Main Duties, Responsibilities & Accountabilities

Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued

• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Understanding, living and breathing the brand and ethos of the Paradise Birmingham estate and its contribution to our regional business eco-system
• Welcome all users into the building in a warm, friendly, and efficient manner, supporting the onward journey where required
• Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
• Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
• Support efficient check-in of visitors, utilising QR Coding technology where possible to ensure efficient and cost-effective solutions are promoted
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Continuously drive relationships and connectivity with all building users to better understand their views on changing requirements, keeping aware of service trends and seeking solutions to introduce them
• Utilise appropriate technology to drive communication and community within your space
• Use autonomy given to take ownership of the welcome space, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate
• Promote, manage, and maintain the use of touch down areas within the welcome space as well as other facilities within the building / community as appropriate
• Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
• Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information 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
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Continuously seek and action feedback on service delivery and opportunity
• Play an active role in reviewing, and creating improvement plans from quarterly audit reports
• Network with your FOH colleagues around the UK, building relationships and supporting each other
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly client report, taking ownership of allocated sections as requested
• Take an active role in training and supporting new FOH 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 Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, and unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young, One Centenary Way and the Paradise brand 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 and who can apply the elements of the Paradise brand and ethos
• 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 similar to hotels, airlines etc and confidence to demonstrate at interview
• Previous experience and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched with confidence to demonstrate at interview
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service at interview
• Confident communicator
• Competent user of Microsoft Office suite
• Fluent written and spoken English
• This is not a ‘desk’ based role; you will be expected to be present and mobile within the Lobby area, engaging with building users for the majority of the day

Avison Young are an equal opportunities employer. If at any time within your employment with us, you believe that you may need adjustments to be made to support continued success in your role, we encourage you to talk with us so that a suitable resolution can be agreed. You should discuss this with your line manager in the first instance if appropriate, or alternatively contact HR who will organise a more confidential conversation with you.