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Workplace Services Ambassador

  • Location

    Birmingham

  • Sector:

    Trade / Retail

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    28128

  • Published:

    about 4 hours ago

  • Expiry date:

    2023-04-25

  • Client:

    CBRE

Job Description

Facilities Management

  • Act as the 'go-to-person' for directions, assistance, and amenities in the building

  • Provide continued oversight and availability to visitors, clients, and employees to react and resolve any issues that may arise

  • Provide on floor support for bcp and emergency situations

  • Generate and maintain strong client relationships across the floor through open and consistent communication

  • Be an advocate for innovation, recommend enhancements to the workplace and look for opportunities to improve collaboration

  • Make decisions, guide behaviour, and escalate issues

  • Liaise with senior stakeholders to ensure the floor is running efficiently and receive qualitative feedback from these individuals

  • Maintain up-to-date workplace Ambassador files (orientation, signage, etc.) in a central repository, i.e., SharePoint

  • Work on special projects i.e., Playbooks, Integrated SOP's, V.I.P Visits, Observational studies/data collection Hospitality Management

  • Build a sense of community and purpose

  • Participant on divisional catch ups and activities as requested

  • Maintain open communication with all visitors, clients and employees on the floor including regular updates and follow ups, except for the visitors

  • Support with tours of the floors explaining the facilities available

  • Assist individuals to find a workstation

  • Proactively reach out to visitors to prepare them for the experience (e.g., finding a seat, pull printing, headsets, drawers)

  • Allocate personal lockers to clients once assigned by GS

  • Support internal divisional moves through presence and locker allocations

  • Aware of all important on-floor meetings and events and checks to make sure set-up and space is ready in advance and make sure it runs smoothly; and inspect non-bookable and bookable rooms throughout the day

  • Assist with end to end, meeting and escorting of E.O. visits Workplace Management

  • Manage floor aesthetics and organization and ensure that quality of the floor does not degrade over time

  • Ensure the floor is pleasant in appearance and functional

  • Be the champion for clean desk policy/guidelines and work with stakeholders to actively manage the policy/guidelines

  • Provide management of lost and found items

  • Reset desks and conference room set-ups to make sure they are "set"; encourage meeting room etiquette

  • Manage locker space for individuals and departments

  • Conduct regular cleanliness and standards inspections in line with PMS

  • Conduct FM inspection

  • Stationary point management and restocking

  • Internal office mail pickup and delivery to recipients/centralised point Hygiene Management

  • Continually audit cleanliness of floor and address issues immediately

  • Make changes to cleaning schedule/routine to address repeated issues/areas

  • Arrange periodic "clean-up" days if required (WEP Programme) Amenities Management

  • Submit CSRE and technology helpdesk ticket for issues identified, and update signage

  • Call out repeat issues and work with CSRE to address with long-term solution

  • Actively manage list of outstanding tickets not resolved on the same day

  • Always observe health and safety guidelines, ensuring use of safety signs and barriers; - All CBRE H&S training will be provided and tracked

  • Monitor on floor temperature, and escalate issues via correct process if needed Bicycle Parking Facilities

  • Provide bicycle parking management, including: Amenities, lost property, registration, RFID tag delivery and client communication and customer service Security and Fire Safety

  • Ensure the adequate and timely reporting to OGS on operational and exceptional matters the WPA shall provide escalation calls to the Security Control Room (020 7552 5351) and ad hoc written reports on request for but not limited to Security related issues, Lift entrapments that involve GS persons, Fire alarm activation Infrastructure failures and Security system failures

  • As required, coordinate building evacuation drills with the Landlord

  • Ensure a good working relationship is developed and maintained between the WPA and the Landlord's security guarding vendor manager/supervisor

  • Endeavour to suggest improvements on the Security operations to the Office of Global Security representative

  • Hold on to pre-printed 'Temporary' Access Cards (TACs) (supplied by OGS), to be issued to staff who have forgotten their cards (activation protocols TBA)

  • Take passport-style photo of new hires using Orbit Drive, to share with the Pass Office security team in London

  • Take receipt of new cards couriered from the London Pass Office, for distribution to the end users

  • Respond to all reported system failures and faults according to the priority of a) security implications and b) location, as outlined in guidelines detailed by the Office of Global Security

  • Provide the first analysis of the cause or source of reported faults. In cases where the fault is not related to the security systems (e.g., door furniture fault or similar), WPA is to report the fault to the Firm's helpdesk for rectification

Candidate Description

  • Awareness of FM & Hospitality services

  • Strong Customer Service background with previous experience in 4/5-star Hospitality services industry

  • Confident and passionate about customer service and keen to develop FM knowledge

  • Firm understanding of delivering exceptional customer service

  • Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)

  • Ability to successfully multitask and able to adjust tasks in accordance with changing deadlines and priorities in a high-pressured environment

  • Smart and well always well presented

  • Proactive, self-motivated energy with a positive can-do attitude and friendly demeanour

  • Must have a flexible approach to work, team orientated and good organizer

  • Proficiency to follow up on multiple issues/queries simultaneously using problem solving and critical thinking techniques

  • Good Health and Safety knowledge

  • Numerate with a high degree of computer literacy

Employer Description

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Services Ambassador to be based in Birmingham., About CBRE Global Workplace Solutions: As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings. CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE." Application Process: Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role. Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role. No agencies please., CBRE Global Workplace Solutions (GWS) works with clients to make real estate a meaningful contributor to organizational productivity and performance. Our account management model is at the heart of our client-centric approach to delivering integrated real estate solutions. Each client is entrusted with a dedicated leader and is supported by regional and global resources, leveraging the industry's most robust platform. CBRE GWS delivers consistent, measurably superior outcomes for our clients at every stage of the lifecycle, and across industries and geographies.