Workplace Experience Lead

Workplace Experience Lead

Location: Bristol, BS1 6EH

Permanent, Full Time

Omni are recruiting on behalf of ISS for the following role.

Are you passionate about creating environments where people can do their best work, feel connected, and enjoy a first-class experience? We are looking for a Workplace Experience Lead to be the driving force behind an outstanding workplace environment, ensuring every interaction, event, and service leaves a positive and lasting impression.

As the Workplace Experience Lead, you will be the trusted face of the workplace, building strong relationships with customers, colleagues, and stakeholders. You will take ownership of the workplace experience journey, lead community initiatives, coordinate services, and create a welcoming, productive, and engaging environment that people want to be part of. This role offers the opportunity to make a visible impact, develop meaningful relationships, and build a rewarding career with excellent progression opportunities.

Job Description

The Workplace Experience Lead is responsible for delivering an exceptional workplace experience across a high-profile site. Acting as the primary point of contact, you will champion customer service excellence, coordinate workplace services, and support a thriving workplace community.

Working closely with operational teams, service partners, and stakeholders, you will identify opportunities to improve services, enhance customer satisfaction, and support the smooth day-to-day operation of the workplace. You will take ownership of issues through to resolution, promote collaboration across teams, and ensure workplace standards remain consistently high.

Key Responsibilities

• Act as the main workplace contact and provide a professional, responsive service to customers and visitors.
• Build strong relationships with stakeholders and develop a thorough understanding of customer needs.
• Deliver an outstanding workplace experience through proactive support, communication, and service excellence.
• Coordinate meetings, events, and workplace activities to create engaging experiences for building users.
• Lead community and wellbeing initiatives that encourage collaboration and connection.
• Monitor workplace standards, identify improvement opportunities, and coordinate service resolutions.
• Support workplace technology by providing basic troubleshooting and coordinating specialist support when required.
• Maintain safe, compliant, and well-presented workplace environments at all times.
• Collaborate with service partners and internal teams to ensure seamless service delivery.
• Support occupancy management, workplace communications, and emergency response procedures.

Professional and Personal Competencies/Qualifications

• Proven experience in workplace experience, hospitality, events, facilities management, or a customer-focused environment.
• Strong customer relationship and stakeholder management skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Confident using Microsoft Office and digital communication platforms.
• Commercial awareness and a proactive approach to identifying opportunities for improvement.
• Strong problem-solving ability and a solutions-focused mindset.
• Flexible, adaptable, and positive when responding to change.
• Able to work professionally within a confidential and high-profile environment.
• Relevant workplace, health and safety, first aid, or customer service qualifications are desirable, although training can be provided.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant,#Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team.

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