Workplace Experience Programme Manager

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Global Workplace Solutions is a division of CBRE providing integrated solutions across large multi-discipline property portfolios. We are an organisation that has people at the heart of its culture, and we are dedicated to maintaining high standards of operational excellence and quality in all aspects of our business. We are committed to continuous improvement and delivering exceptional value to our employees and clients.

Our BT Workplace team provide a full range of building maintenance services to circa 7,500 buildings in the UK, from commercial offices and telephone exchanges to call centres and retail shops.

Job Title: Workplace Experience Programme Manager

Job Summary: The Workplace Experience Programme Manager is responsible for overseeing and enhancing workplace processes and procedures to ensure high-quality delivery of services and operations. This role involves developing, implementing, and monitoring standards and practices that promote efficiency, consistency, and excellence.

Key responsibilities are as follows:

• Process Management: Develop, implement, and optimise workplace processes and procedures to enhance workplace hosted functions and effectiveness.
• Quality Assurance: Establish and maintain quality standards for hosted workplaces, ensuring compliance with industry best practices and regulatory requirements.
• Continuous Improvement: Identify opportunities for process improvements and lead initiatives to enhance workplace hosted performance and quality.
• Documentation: Create and maintain comprehensive documentation of processes, procedures, and quality standards.
• Training and Development: Provide training and support to host employees and dedicated site teams on process and quality standards, ensuring consistent application across the organisation.
• Performance Monitoring: Monitor and evaluate workplace hosted performance metrics, identifying areas for improvement and implementing corrective actions as needed.
• Internal and External Stakeholder Collaboration: Work closely with cross-functional teams to ensure alignment and integration of processes and quality standards.
• Risk Management: Identify and mitigate risks associated with workplace hosted processes and procedures.

Other Activities

• Drive exceptional service standards and delivery models across all hosted sites, with a view to have standardisation across all areas.

• Act as the conduit between the Host platform team and the on-site host teams to ensure all communications and updates to the programme are cascaded and actioned accordingly.
• Agree on a monthly basis, what engagement activities will be lead from site to ensure inclusivity and consistency and to maximize colleague engagement. This will include mandating an activities calendar which includes comms to promote activities, budget management and ensuring DE&I is covered throughout the year.
• Reconnecting the hosts across the account to strengthen relationships and drive better engagement through regular teams calls and facilitating network opportunities.
• Define a Scope of Service using the BWP Statement of Work document.
• Liaise with local customer stakeholders to understand their current perceptions of colleague engagement and service standards. Gather information to present to local host teams with view to deliver preferences.
• Reconnecting the hosts across the account to strengthen relationships and drive better engagement through regular teams calls and facilitating network opportunities.
• Work with the Host platform team to review training opportunities.

Qualifications:

• Bachelor's degree in business administration, Customer Experience Management, Quality Management or similar.
• Proven experience in process management, customer experience, quality assurance, or a similar.
• Strong analytical and problem-solving skills.
• Excellent organisational and multitasking abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in process management and quality assurance tools and software.
• Proficient in Microsoft Office

Preferred Skills:

• Experience with Lean, Six Sigma, or other process improvement methodologies.
• Knowledge of industry-specific regulatory requirements and standards.

Our mission: To build a world-class business through exceptional service and exceptional people.