Customer Service Specialist Full Time

Job Purpose:

The Customer Service Specialist is an exciting role that combines a variety of activities. As a Workplace Experience Specialist you will deliver Exceptional Workplace and Guest Experiences to our customers. The One Team Hub will be the focal point for access to these Services, Spaces and Support.

Central to the Customer Experience and productivity in the office, the role encompasses a range of guest welcome, meeting and event management, floor management, workplace support, compliance and document and logistics and information management.

Duties and Responsibilities:

Guest Welcome and Support

• Greet all guests and staff with genuine warmth, professionalism and promptness, creating a welcoming first impression that reflects our commitment to exceptional customer service.
• Provide Reception Welcome services. Communicate visitor and guest arrivals efficiently and courteously, ensuring seamless coordination between landlord teams and a smooth experience for all parties.
• Maintain comprehensive knowledge of all spaces, including Welcome and Hospitality areas, and deliver concierge style service enriched with insightful local area expertise to enhance every visitor’s experience.
• Consistently deliver exceptional customer service, anticipating the needs of both visiting clients and office-based staff, and going above and beyond to ensure their needs are met.
• Collaborate closely with the Workplace Experience Manager to support security protocols, managing staff and visitor access, contractor coordination and ensuring the safety and integrity of our space.

Room Bookings Support

• Coordination and monitoring of client meeting room and event space bookings to ensure a seamless user experience.

Events Operations and Support

• Provide an end-to-end events service support including events creation, allocating the most suitable space, agreeing seating plans, room layouts with any hospitality requirements
• External visitor management to maximise the event experience
• Troubleshoot client and visitor problems using research and problem-solving skills
• Pre-event schedule creation
• Working with central events team as required for multi-site events

Floor Management and Space Ownership

• Carry out regular checks of reception areas, meeting rooms, floors, client lounges, lobby areas and cloakrooms to ensure all client areas remain clean & tidy
• Report faults and ensure all faults addressed / resolved / updated
• Act as the contact point for all services
• Provide comprehensive support to internal practice areas, building good relationships with staff, partners, and service partners
• Carry out scheduled service hub checks across floors and replenish as necessary

Workplace Support & Compliance

Being a key part of the Workplace Experience team. Supporting the Workplace Experience Manager and or Deputy in all things facilities management.

• Supporting internal and external audit and investigation activity as directed by WEM
• Supporting new joiner activities including DSE checks
• Extended responsibilities for fabric check, fault management and Workplace Tracker management
• Escort and support PwC or landlord M&E contractors as directed
• Extended responsibilities for equipment safety checks and asset tag checks
• Support the business in utilising the office space and dealing with queries and offering support. Ensure sensors and screens are operational as part of floor walks

Courier Management, Mail and Parcel Services

• Action requests for interoffice, domestic and international couriers received through SNoW in line with agreed procedures
• Action request for IT equipment dispatch and tracking in line with agreed procedures
• Dispatch standard and tracked mail items in line with agreed procedures

Print Support Services

• Responding to ServiceNow Print requests for print and collection/dispatch (certain offices only)
• Supporting with print finishing requests
• Ensuring QC process followed for all printed material

One Team

• Supporting and working closely with other One Team suppliers. Promote One team approach ensuring a consistent service is provided throughout all our services
• Proactive completion of ten second tasks, and coordination with the wider One team for seamless service delivery

Health and Safety Responsibilities

• Report any deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment
• Work equipment and PPE to be used properly in accordance with all training received
• Report any issues or training needs to your line manager
• Follow company policies and procedures at all time

Candidate Skills and Experience

• Experience in workplace services, facilities, hospitality, or front-of-house roles
• Strong customer service and communication skills, with confidence engaging at all levels
• Competent in Microsoft Teams, MS Office, ServiceNow and EMS or equivalent workplace technologies.
• Ability to support AV, IT peripherals, and office equipment confidently.
• Well-organised and adaptable, with the ability to balance planned and reactive tasks
• Adaptable, able to respond to all queries and incidents to react quickly and support the Workplace and One team