CBRE
Workplace Experience Ambassador
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CBRE Global Workplace Solutions
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Workplace Experience Ambassador to join the team located in London on a permanent basis.
About The Role
This role provides a professional, engaging, and interactive first point of contact for the building occupants with any operational queries/issues they may have. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five-star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the clients become aware of them.
This Position Will
- Develop and maintain client-facing relationships.
- Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout Plumtree Court.
- Ensure bespoke service delivery of all Front of House facilities services throughout the campus.
- Act as the interface between all vendor operatives who provide an on-floor service for our customer, ensuring a seamless service delivery.
- Perform duties to maintain the GS/GWS standards whilst delivering a high level of personal client engagement.
- Continuously monitor and audit all designated client areas, including office floors and non-bookable meeting rooms, ensuring they are ‘fit for business’.
Key Accountabilities & Deliverables
Issue Prevention and Resolution
- Carry out inspections of designated areas (TBC frequency and exact areas), record, and proactively report issues and defects to the facilities helpdesk.
- Maintain ownership and proactively manage all issues in conjunction with the wider FM team.
- Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner.
- Ensure all work orders are responded to quickly and efficiently within agreed SLAs.
- Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations).
Vendor Management/One Team Approach
- Be at the forefront of the customer relationship; provide a positive, professional, and seamless link between the various supply partners/vendors supporting Plumtree Court.
- Ensure that all Vendors provide and maintain the required service levels at all times, providing guidance and support as required.
- Develop and facilitate working relationships with other onsite vendors, ensuring their service delivery and follow-up receive primary focus in Front of House areas and critical systems.
- Ownership of assigned floor to include leading daily team huddle at start of shift, briefing all on-floor service lines and vendors with events, key visits, issues, BOH activities, etc.
- Provide oversight for hospitality areas, such as pantries and ‘Grab & Go’ areas, coordinating closely with the hospitality vendor.
- Coordinate Late Meal Programme, where appropriate, through utilizing divisional relationships to understand staff working hours and requirements.
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Key Divisional Admin Engagement/On-floor Presence
- Maintain regular contact with on-floor client contacts and building occupants, developing business relationships and monitoring customer perception and satisfaction to feed back to WPM.
- Continually review and improve customer service to feed back to Senior Workplace Ambassador – through a feedback system (TBC).
- Develop working relationship with vendor to promote Workplace Ambassador service via Front of House noticeboard (entry to floors, pantries, restaurant TV screen) with contact details.
Health And Safety
- Ensure all staff maintains safe working practices through implementation of company and client Health & Safety Standards.
- On-floor support for BCP and emergency situations.
- Give floor inductions (to include health and safety) for new starters, working closely with HCM/floor admins when onboarding.
- Report hazards and safety observations through CBRE myHSE system in a timely fashion.
- Work closely with health and safety vendor to conduct regular inspections.
High Profile Areas
- Provide a physical and personal presence in all building areas where scheduled external and internal client events are taking place, ensuring event areas are meticulously maintained.
- Focus on Executive Office (details to be defined).
- Assist with visitor management, including coordinating key client visits end to end, meeting and escorting where appropriate.
- Check local Vending Areas to ensure adequate visitor cups are available – liaise with Vending Team.
Client Spaces
- Ensure that all areas are ‘fit for business’, both functionally and aesthetically.
- As appropriate, reserve bookable spaces for divisions in flexi-desking environment (details TBC).
- Facilitate usage of non-bookable rooms, including inspections to ensuring that the room is ‘fit for business’, ready for the next client (liaise with other vendors to ensure room is fit for purpose).
- Manage community activities (e.g. kitchen table, divisional updates, training sessions, community whiteboard, socials) through ensuring Kitchen Table Area is kept clean and tidy at all times – liaising with the Cleaning Team / support events around the Kitchen Table Area.
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Education/Experience
- Strong Customer Service background with previous experience in 4/5-star Hospitality services industry desirable.
- FM experience (minimum 1 year experience).
- Health and Safety Knowledge (IOSH/NEBOSH preferred).
Skills
- Enthusiastic 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).
- Diplomacy in a demanding, fast-moving client-driven environment.
- Ability to interact successfully at all levels of seniority within GS/the firm.
- Excellent communication skills.
- Smart and well always presented.
- Initiative-taking, positive energy with a can-do attitude and friendly demeanor.
- Flexible, collaborative, and good organizer.
- Proficiency to follow up on multiple issues/queries simultaneously.
- Good Health and Safety knowledge.
- Possesses a good command of the English language.
Why CBRE
When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service, and excellence — and we value the diverse perspectives, backgrounds, and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.
Applicant AI Use Disclosure
We value human interaction to understand each candidate's unique experience, skills, and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.
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