Job Title: Workplace Lead (Guest Services Role)
Location: Central Birmingham - Brindley Place, Birmingham, B1 2JB
Salary: £28,800 +
Working Hours: 40 hours per week
Shift Patterns: Covering 2 Shift Patterns from 07:30 - 17:00
The Workplace Lead will act as the face of the executive office, delivering a seamless, personalised, and 5-star hospitality experience for employees, visitors, and executives. This pivotal role is responsible for creating a professional, welcoming, and service-led environment that enhances every aspect of the workplace journey from arrival to departure. The role combines high-end front-of-house service, operational support, and coordination of workplace services, ensuring all interactions reflect Phoenix Group's commitment to excellence. This role is to lead a team of 5 for a brand new site opening in central Birmingham. We would like the individual to have ideally 2 years of experience of managing a team.
Customer Experience & Hospitality:
- Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.
- Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.
- Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.
- Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.
- Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.
- Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.
- Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.
- Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.
- Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.
- Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.
- Manage post and courier services, including internal and external collections and deliveries.
- Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.
- Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.
- Support PEEPs, emergency evacuations, and health & safety procedures as required.
- Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.
- Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.
- Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.
- Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.
- Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.
Person Specification
- Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.
- Strong interpersonal and communication skills with a customer-first attitude.
- Experience managing AV/meeting room systems and the ability to train others as a system ‘super user'.
- Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.
- Proactive mindset with a keen eye for detail and passion for service excellence.
- Familiarity with workplace management systems such as Maximo (preferred).
- Strong team ethic with flexibility to support out-of-hours and emergency cover when required.
Health and Safety responsibilities
- Follow Group and company policies and procedures at all times;
- Report any apparent 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;
- Use all work equipment and personal PPE properly and in accordance with training received;
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Service excellence:
- Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
- Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
- Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
- Responsible for acting and behaving in line with One Code
- Responsible for attending / participating in monthly team meetings, briefings & internal communications
- Informed knowledge of all company engagement and communications initiatives
Client relationships:
- Accountable for positive client perception
- Informed knowledge of key stakeholders on the account
- Informed knowledge of the client values and objectives
- Informed knowledge of contribution towards client retention
Finance & Commercial Awareness
- Responsible for completing monthly timesheet or equivalent and following expenses procedures
- Responsible for caring for any company property provided
- Informed knowledge of the impact of behaviour on the finances of the contract
- Informed knowledge of company USP
People & productivity:
- Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
- Responsible for owning own development, and ensuring all learning is put into practise
- Responsible for personal performance including delivery of agreed personal objectives
- Informed knowledge of HR procedures and expectations outlined in employee handbook
Business development:
- Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
- Informed knowledge of Link scheme including how to identify business development opportunities
- Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
- Accountable for reporting any near misses, dangerous occurrences or incidents immediately
- Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
- Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
- Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
- Informed knowledge of contract innovations and overall contract and business strategy
- Informed knowledge of upcoming projects and relevant changes to their role