Workplace Experience Lead

About the role

The Workplace Experience Lead owns the day-to-day experience of employees and visitors in the office. The role leads front desk and reception, visitor management, switchboard, meeting rooms, food and beverage and events services, and oversees the mailroom, courier and archiving operations while managing key vendors. As the main point of contact for stakeholders, the Lead ensures services are efficient, compliant and cost-controlled.

Key responsibilities

• Run front desk and reception, visitor registration and access, switchboard services and front-of-house standards; act as escalation point for visitor and employee queries.
• Manage meeting room bookings via the Resource Scheduler, host client meetings and senior stakeholder visits, and review room utilisation.
• Oversee F&B services and event support with catering vendors, and coordinate catering and logistics for meetings and corporate events.
• Lead and develop the Reception, Mailroom and F&B and events teams, including recruitment, performance, training and rotas.
• Build stakeholder relationships with business units, Facilities, Security, IT and senior management, negotiate service contracts and manage vendors against SLAs and KPIs.
• Manage the operating budget, track spend, forecast, review vendor invoices and identify cost savings.
• Oversee inbound and outbound mail, courier services and compliance with customs and security requirements.
• Manage on-site and off-site archives, including Iron Mountain account reconciliation and orphan carton disposal.
• Ensure safety standards are met, deliver the Service Business Continuity plan twice a year and run HSE training for the team.

Required profile

• 4 to 8 years in workplace, facilities, hospitality or corporate services, with at least 2 to 3 years leading a team.
• Bachelor's degree or other relevant vocational training preferred; no certificates or licenses required.
• Background in financial services or another regulated environment.
• Experience leading teams, managing third-party vendors and working with senior stakeholders.

Required skills

• Room scheduling and visitor management systems.
• Working knowledge of budget management and invoice or account reconciliation.
• Document management, archiving and retention processes.
• Microsoft Office (Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook).
• Comfortable with digital tools such as work order and financial management systems and cloud technologies.