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 building 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.

This role is the lynchpin supporting our local Experience Ambassadors to deliver our overall REFIM service excellence capability. Working closely with the National WEx Manager, you will play a big role in delivery of a service strategy we are proud to showcase to our valued clients and our internal stakeholders. Your team leadership, industry knowledge, eye for detail, desire to build community and your passion for progressive change will drive your success in leading your teams on the ground in the creation of optimal workplace experience for all those we encounter. 

We see our Experience teams as our all-round ‘experience architects’ and you will utilise your skillset 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 bring teams together, ensure delivery is as expected set out in the service frameworks, and support high performing individuals who embody our ‘make a difference’ service first ethos, you will ensure the compliance of service standards.

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.  

General and operational

• First level line management and oversight of all service delivery roles within your allocated portfolio
• Lead by example in demonstrating the behaviours set out in the Avison Young ‘Behaviours Playbook’
• Establish, manage, develop, and nurture high performing teams and individuals who embody a service culture built on the foundations of exceeding expectations at every opportunity
• Be regularly present and on hand within your locations to inspire, coach and support all team members to perform to and achieve their potential
• Build trusted relationships with all Avison Young and client stakeholders
• Ensure communication throughout the team and colleague network is positive at all times, championing all required changes or new ideas for successful team buy in and implementation
• Ensure adequate training is completed and in place for all team members to excel, cross training where required to support resilience and flexibility during peak times and absences as well as complying with any H&S requirements for the location
• Ownership of the quarterly external auditing process, leading report workshops and facilitating autonomy throughout the team to contribute to the production of the accompanying action plan
• Complete the annual internal audit of all locations, addressing and rectifying any improvement areas identified ensuring all locations are performing to the required standard identified in the framework
• Utilise the Avison Young ‘Way to Go!’ scheme to ensure appropriate and relevant reward and recognition is reflected in line with the Avison Young Behaviours Playbook, celebrating success publicly throughout the team
• Ensure all team members are confident in the use of technology for all workstreams such as visitor management, resource booking, workplace apps, concierge support and lifestyle provisions
• Ensure all team members are confident to promote the benefits of pre-booking visitors, and able to assist with pre-arrival confirmation information and service offer
• Ensure all team members are confident and proactive in offering enhanced IT support and set up, both in person and remotely
• Understand and effectively deliver with the accrued budgets for your locations, ensuring reconciliation is completed quarterly
• Ensure all supplier invoices are accurate in line with expected amounts, and process in a timely manner recording all spend in line with your budgets
• Accurately manage the payroll for your remit, ensuring new starters and leavers are processed accordingly, and all holiday and sickness is recorded in line with business expectations
• Support your team at each location to develop a tailored annual operational blueprint focusing on service delivery, occupier and visitor engagement and personnel development – promote delegation and empowerment of its monthly completion throughout your team
• Working in conjunction with the National Workplace Experience Manager, and our Engage department, execute an annual events calendar to include monthly innovative engagement celebrations and activities within allocated budget to drive fun, charity initiative and community building throughout your portfolio
• Support your teams to drive the monthly surprise and delight programme and annual agenda - recognise birthday celebrations, work anniversaries and international awareness days etc, both in person and remotely
• Support your teams to complete a monthly service report for your portfolio/ remit in line with the framework and timelines established
• Be knowledgeable and remain up to date on industry changes

People

• Ensure thorough understanding of the inclusions of all ‘Workplace Experience’ roles in your remit in order to oversee and support the team in the delivery of their expectations
• Instil the Avison Young FOH values into the everyday service delivery ethos of the entire team
• Keep job descriptions and person specifications updated in line with changing requirements and scopes
• Assume first line responsibility for recruitment within your portfolio in line with Avison Young policy
• Manage all probationary periods for direct reports, ensuring the induction booklet and Experience training is completed with a positive onboarding experience delivered
• Oversee and ensure all team members attend the required training courses within their probationary period and promote ongoing PDPs
• Oversee the annual appraisal process on Engagedly for your remit
• Ensure any personal improvement plans (PIPs) are in place and actively monitored to address performance issues to positive resolution
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Participate actively in all appropriate company-wide meetings, forums and events
• Ensure your team are knowledgeable, capable and competent in supporting any potential client visits / show rounds / service delivery demonstrations within your portfolio
• Manage your teams with zero tolerance in compliance with all Avison Young policies, including but not limited to: GDPR, Bribery, Bullying and Harassment, and unconscious bias.
• To portray yourself as an Ambassador for Avison Young at all times

Authority & Decision Making:

• Ensure all first level HR related procedures are completed competently at investigation level
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence - always being in control of your own positive personal brand output if challenges occur
• View all challenges and complaints as an opportunity; complete autonomy to seek resolution in a way that excels expectations, ensuring to escalate to your line manager where required
• Ensure all first level absence management documentation is completed in line with Avison Young procedures, and adequate cover is place for all absences
• Be able to take difficult decisions and implement them for the need of the business and service reputation
• Confidently and positively challenge to gain the right outcome and not shy away from difficult conversations that require influencing skills with your teams

Whilst extensive, 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 leading a team to deliver exception service
• Has a proactive, motivated, good-natured personality
• Always communicates in a confident, positive tone
• Possesses and instils 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
• Able to coach and guide teams to find solutions, inspires 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
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment
• A proven track record of successfully leading a team within a service delivery environment
• Experience of multi-location leadership would be an advantage
• Experience of leading change projects and the confidence and ability to be bold with suggestions and take leadership on implementing such projects
• Being able to collate and report statistics for performance measurement
• Previous experience, and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched
• Competent user of Microsoft Office package
• Fluent written and spoken English
• Whilst we endorse flexible working and operate in a hybrid environment with some remote working possible, it is expected that the majority of your time will be based within our locations driving and supporting your teams to excel
• We are happy to endorse flexibility within your working structure, and as such we are not imposing static expected hours. This role comes with trust and autonomy to ensure you are placing your resource where it is most required and valuable to achieve success in your role at the appropriate timing

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.