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’. To 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 business objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs and drives enhanced engagement throughout the entire office community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy not just for our own workforce, equally for all our visiting clients visiting.

Our Ambassadors are the first and last impression that people will have with our brand. Therefore, it is essential that a positive, memorable experience is delivered to all those walking through our doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them.

Avison Young are seeking to create thriving spaces that are flexible to accommodate all needs; informal meetings, social meetings, networking, and relaxation spaces. We want our Welcome Space Ambassadors to be the wow differentiator within them.

You will be responsible for ensuring every user of The Met is provided with an exceptional experience. This could be provided within a variety of opportunities available to you with this role predominantly based out within the Welcome Space hub ready to receive, triage and support incoming customers as well as actively engaging all those using the space.

You will own this space, demonstrating pride in its appearance. You will constantly seek and implement new ideas and initiatives to create a welcoming, 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 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 Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos.  

• 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
• The ground floor entrance and café hub are our shop window, ensure immaculate presentation at all times
• Our welcome experience, visitor processing and onwards journey must be a priority focus for all, at all times
• Ensure all visitors are welcomed immediately, demonstrating warmth and attention to their visit
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• 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
• Ensure the departure of all visitors and employees is accompanied with a warm farewell and check if further assistance is required for their onward journey
• Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
• Conduct regular Welcome Space cleanliness and condition audits, resolving or escalating issues
• 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)
• Oversee utilisation of the working space, seeking employee feedback where appropriate
• 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
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Manage all vending areas, kitchens and pantries, replenishing and maintaining the highest of standards
• Assign lockers in line with office procedures
• Carry out archiving responsibilities as required
• 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.

• 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
• 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 Welcome Space and on the office floors

At Avison Young, we are committed to building an inclusive culture that empowers all 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.