WORKPLACE SERVICES MANAGER

Job Summary

What This Job Involves

This is an internal client facing role that provides the opportunity to combine your passion for delivering a high level of service, with excellent people skills, and an enthusiasm for getting issues resolved quickly to enhance the on-site experience for employees. You will serve as oversight for the Employee Experience Coordinators, who are the first point of contact and the go-to for staff information and inquiries.

The Workplace Experience Ambassador’s primary responsibility will be providing support to employees who work in a flexible (shared) desk environment an support move coordination. This role will ensure employees have a safe, comfortable, and functional workspace. They will be responsible for the daily oversight of the fabric and maintenance of the floor space, achieved through face-to-face engagement, proactive communication, effective time management, and exceptional customer service. Ambassadors ensure that a seamless, consistent level of service is provided at every user touchpoint from the employees’ arrival on site to their end of the day departure. The WEX Ambassador will consistently deliver a high level of customer service in a fast-paced environment and requires the ability to stay calm and focused when working with other teams to resolve issues.

The Manager role will be responsible for managing the day-to-day activities of the Ambassador(s), ensuring all tasks are being completed in a timely & efficient manner, while also managing their own assigned Coordinator duties. In addition, the Manager will manage the reporting workstream for tasks, providing weekly reports on service levels, ticket activities, client interactions, and other relevant data points.

Key responsibilities:

Managerial duties

•Manage the day-to-day activities of the Workplace Experience Ambassador ensuring a robust portfolio of tasks that are being completed in a timely & efficient manner.

•Provide weekly reports of key metrics and data points representing the tasks completed and associated service level KPIs.

•Manage the weekly visitor report, reviewing for key information and assigning greeting duties for the clients.

•Act as the first point of escalation when an issue arises.

•Provide support when needed for the GEC & Trader population.

Support flexible desking

More than half of internal clients will be moving to a flexible desking arrangement requiring the booking of a desk in lieu of a permanently assigned workspace. To facilitate this process, Workplace Experience Ambassadors will:

•Assist employees at on-site arrival for desk check-in and provide further training on the online reservation system (browser & app versions). Provide guidance on resolution of technical issues through referrals to user guides, training materials, and the tech hub.

•Regularly walk the site throughout the day whilst being available to support employee requests raised during the walkaround.

•Ensure there are available supplies of items such as headsets and technology cables to support staff if they have forgotten to bring in their own.

•Ensure all issues are logged and reported through the appropriate ticketing system; take ownership for effective follow up and resolution to the issue.

•Provide support with allocating storage for employees and assist with missing personal items and equipment.

•Monitor employee adherence to workplace policies, including desk check-in, clear desk policy, neighborhood seating, etc. and work to resolve issues with employee compliance.

•Solicit feedback on the flex seating experience and communicate to the appropriate team.

Long Description

Support employees’ requests for assistance with technology

•Monitor & analyze data for issue trends. Work with Facilities Management and the tech teams to look for effective resolutions to prevent further occurrences of the same issue.

•Identify and report any issues with the desk booking process, including system data accuracy, to the Facilities Management team.

•Build positive and productive relationships that cultivate a high level of trust in the Ambassadors ability to get issues resolved quickly across all levels of stakeholders.

•Support all customer inquiries and issues with a tactful and confidential approach.

•Follow all company policies and procedures.

Support overall site wellness

•Proactively identify potential risks related to general condition of the floor, specific workspaces, and technology to minimize complaints being received. Health & Safety related matters would require immediate escalation for remediation.

•Liaise and work collaboratively in a positive and productive ‘one-goal’ approach across departments and building vendor teams to support issues to be resolved in a timely manner.

•Visibly engage with employees to be a known presence in the workplace, recognized for having a ‘can-do’ helpful and approachable attitude.

Support Move coordination

•Organize a phased move of (X) employees across different floors to the building, ensuring minimal disruption to operations.

•Create a detailed move schedule by department.

•Work with IT and Facilities to set up new workstations before move day.

•Communicate timelines and packing instructions to staff weekly.

•Conduct pre- and post-move walkthroughs to ensure readiness and resolve issues.

Serve as internal concierge

•Monitor travel reports for pre-arrival preparation of intra-office visitors; assist with logistical arrangements and provide on-site support upon arrival.

•Develop & maintain service relationships to fulfil the needs of employees.

•Provide information regarding the Hudson Yards community including directions, attractions, shopping, dining, and nightlife.

Skills required

•Flexible and willing attitude and enjoys being part of a team.

•Inquisitive mind-set that takes pleasure with investigating issues to get them resolved quickly.

•Ability to quickly establish positive and productive relationships with colleagues, building vendors, and the firms’ employees.

•Passionate about great customer service and ensuring employees / visitors have a positive experience when in the office.

•Proactive and confident to make reasonable suggestions for where WEX & Tech improvements may be achieved.

•Possess the energy and focus to reach success.

•Must have a positive attitude with the ability to remain flexible and patient in high-pressure scenarios.

Qualifications

Prior experience in hospitality, tourism, or retail customer service roles.

•Basic knowledge of Microsoft Office Suite (Excel, Word, and PowerPoint).

•Excellent verbal and written communication skills.

•Stellar problem-solving and critical thinking skills.

•Excellent organizational and multitasking skills.