Post Covid, the working world has changed with employee and visitor experience now at the heart of everything.  Hybrid working is more in scope than ever; the concept of the traditional office has evolved to meet the demands created by this shift in ‘ways of working’. In order to attract and retain occupiers, ensure top talent is attracted and retained whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.

Increasing office utilisation is now firmly at the forefront of our client objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition for Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs, and drives enhanced engagement throughout the entire building or location community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy.

This role forms the crucial lynchpin of our REFIM service excellence delivery capability, giving you ownership of the delivery of a service strategy we are proud to showcase to our valued clients and our internal stakeholders. Your people leadership, industry knowledge, eye for detail and your passion for progressive change will drive your success in leading your teams on the ground in the delivery of exceptional experience creating an optimal workplace experience for all those we encounter.  

We see our Workplace Experience team as our all-round ‘experience architects’ and you will utilise your experience in to engage, motivate, support and encourage your team to be creative and solution driven in any situation. You and your teams will provide a service that is continuously progressing in line with the requirements of the world around us and the evolving technological opportunity emerging within it to push the boundaries of the possible.

Avison Young aim to promote the best user experience by understanding and finding the hidden opportunity in the smallest of detail, to surprise and delight all. With your ability to build and lead a high performing team who embody our ‘make a difference’ service first ethos, you will ensure the compliance of service standards and opportunity conversion throughout your allocated portfolio, including the running of our welcome spaces, client meeting rooms, our flexible working spaces, and building engagement events and bring to life the connection opportunity for those working remotely.

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. 

• Manage and supervise all contractors on site and issue them with instructions and directions and make sure they perform satisfactorily and deal with any problems or issues that may arise and to take the necessary action at the appropriate level to deal with any problems
• Ensure the smooth day-to-day running of the office and any ancillary buildings, managing services, such as cleaning and catering. Undertake clean up of Dry Spillages where practicable.
• Ensure that planned and reactive maintenance works are carried out to the building and the mechanical and electrical services
• Support office moves & furniture reconfigurations whenever required
• Be the primary interface with the working community, understanding and responding to their needs so far as is practical, legal and affordable
• Managing and owning relevant door pass requests for staff, visitors, new starters and contractors
• Assisting in the booking and management of internal resources i.e. meeting spaces, rooms & collaboration areas
• Ensuring all deliveries to site (incoming and outgoing) are managed and dealt with in a timely manner
• Provide a friendly and efficient service to the clients executive PA’s
• Provide refreshments to executive level and external client meetings
• Ensuring that the onsite kitchen is kept clean, tidy and presentable, wiping down sides when required
• Dirty crockery and utensils to be loaded into the dishwasher, washed and put back into the appropriate place
• Ensuring that the kitchen is stocked appropriately with kitchen consumables, tea, coffee, sugar etc.
• Be on hand to assist with any emergency cleaning requirements spillages etc.
• To assist the Facilities Manager in delivering a friendly, efficient and effective Facilities service 
• 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

• 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 daily activity taking place in conjunction with your remit, and strive to build positive relationships with key contacts within each department
• Liaise with JUST employees 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
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Continuously drive relationships and connectivity with all office workers 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
• Utilise 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
• 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
• 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
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly client report where required, taking ownership of allocated sections
• 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 and JUST 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.

• 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 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 and 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-only’ based role; you will be expected to be present and mobile within the Lobby area for parts of the day in order to provide the most proactive, engaged service

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 opportunity 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.