Workplace Experience Service Lead

Company Profile

CBRE is the global leader in real estate services andleverages the industry's most powerful knowledge base to meet the commercialreal estate needs of its clients worldwide. Our vision is to be the preeminent,vertically integrated, globally capable real estate service firm. Globally weemploy over 100,000 employees and operate in 48 countries.

Job Title: Workplace Experience Service Lead

CBRE Global Workplace Solutionsis a leading global provider of integrated facilities and corporate real estatemanagement. We are recruiting a Workplace Experience Service Lead to join theteam located in London .

Key Responsibilities

• Lead, developand motivate a high-performing Experience team (Reception, Admin, Events,Mailroom)
• Set clearexpectations, KPIs and service standards across all roles
• Providecoaching, training and performance support to ensure consistent delivery
• Create apositive, engaged team culture aligned with client values
• Deliver apremium, consistent workplace experience for employees and visitors
• Own theend-to-end guest journey (arrival, hosting, support)
• Ensure receptionand shared spaces meet 5standards at all times
• Drive engagementinitiatives and elevate service beyond “brilliant basics”
• Oversee planningand delivery of internal and external events
• Coordinate AV,catering, room setups and guest management
• Ensure seamlessexecution and high-quality experience delivery
• Promoteworkplace activation initiatives to enhance office culture
• Manage ticketingsystems and ensure SLA compliance
• Trackperformance metrics (CSAT, feedback, service delivery)
• Produce regularreports on workplace activity, trends and improvements
• Identifyoperational gaps and implement continuous improvement actions
• Build strongrelationships with client stakeholders
• Act asescalation point for service issues
• Work closelywith FM, Cleaning, Security, IT/AV and Catering teams
• Drive a “One Team” approach across WorkplaceServices and Experience teams
• Coordinate dailyoperations to ensure a smooth-running workplace
• Review andimprove SOPs, playbooks and maintain documentation, guides and servicestandards.
• Supportrecruitment, onboarding and training of team members
• Support the teamduring peak periods or high-demand events
• Step intooperations when required to maintain service continuity
• Ensureday-to-day service delivery remains smooth and proactive

Person Specification/Requirements

• Experience inAdministration or Event Coordinating,
• Treat people theway they want to be treated — fostering respect, empathy, and understanding.
• Bring contagious energy and positivity toevery interaction.
• See every day asa new opportunity to shine and show up with enthusiasm.
• Maintain aproactive mindset and can-do attitude, even in fast-paced or changingenvironments.
• Be highlyorganised and efficient, mastering task management and prioritisation.
• Anticipate andresolve potential issues before they become problems.
• Strongcommunication and interpersonal skills, building great relationships acrossteams and suppliers.
• Flexible,adaptable, and resourceful - thriving under pressure and during live events.
• Detail-oriented with a passion forcreating smooth, high-quality experiences for others.

#J-18808-Ljbffr