Overview
Post Covid, the working world has changed with employee and visitor experience now at the heart of everything. Hybrid working is more in scope than ever; the concept of the traditional office has evolved to meet the demands created by this shift in ‘ways of working’. To ensure top talent is attracted and retained whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.
Increasing office utilisation is now firmly at the forefront of our business objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs and drives enhanced engagement throughout the entire building community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy not just for our own workforce, equally for all our visiting clients visiting.
As part of our overall Workplace solution, this role plays a crucial part in driving the efficient and effective facilities provision of our flagship UK office in London, working in conjunction with the UK Head of FM – Occupied Estate to coordinate the FM provision in line with Avison Young’s occupied estate solution.
Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos.
Responsibilities
- As part of the Workplace Experience (WEx) team, lead and provide a user focused office FM solution that is built on the foundations of exceeding expectations, acting as local main point of contact for facilities related issues under Central Services’ scope
- Always demonstrate the expected values and behaviours set out in the ‘Behaviours Playbook’
- Act as HSESC (Health, Safety, Environment, and Security) representative with responsibility for health and safety within the office to promote a safe and healthy working environment, ensuring compliance with all company policies and procedures
- Ensure smooth running of day-to-day operations of the office space through effective coordination of 3 rd party supply chain services, including but not limited to cleaning, hygiene, vending, M&E and Landlord services
- Manage all stationery and printer hub requirements, ordering stock, replenishing and maintaining the highest of standards
- Manage the calibration certification of Disto’s
- Post and parcel management
- Support with onboarding and Office inductions for all Avison Young colleagues
- Carry out and maintain records of site inductions for new contractors including provision of information on facilities, H&S and evacuation procedures
- Log all facilities and reactive maintenance requirements via the helpdesk, and monitor until completion, ensuring appropriate communication, update and escalation in place as needed
- Working with / delegating to others as appropriate to ensure a timely resolution to queries, reactive works and scheduled PPMs
- Liaising with building management to ensure the effective operation of the common services as necessary, and ownership / provision of all required data
- Facilitating and overseeing any physical changes to the office when required, in conjunction with the National FM and in line with the published change control policy
- Maintaining required ISO documentation, systems and practices for the office, and implementing necessary actions to ensure compliance ready for audits
- Assisting with the planning and implementation of Business Continuity (BC) plans, to include attendance at the annual test, scenario training days, maintaining the battle boxes at BC sites, ‘grab bags’ and the database of local emergency contacts
- Fulfilling the required role in emergency situations for BC plans to run effectively
- Ensuring the local archiving process is adhered to and well managed for the office
- Ensuring the process is followed for purchase orders and invoices and that all required paperwork is verified and signed off before processing
- Regularly liaising with the Regional Managing Director on any local issues, ensuring remedial action is taken as appropriate
- Escort contractors (as necessary) whilst on site and ensure the surrounding area is safe following completion of works
- Attend training courses as required, actively seeking to introduce learnings into everyday service
- Complete office inspections including Cleaning quality audits, General H&S inspections (Fire Exits), Maintenance inspections for building faults/issues (lights out etc)
- Carry out daily floor walks to ensure office environment is safe and presentable and identify and log any building issues/concerns for resolution
- Liaise with National FM to ensure completion of required H&S audits, processes, and documentation
- Ensure effective completion of any corrective actions resulting from audits and document accordingly and update audit action plans to close out as required
- Upload statutory and mandatory building compliance certification through the ‘Concept’ management system
- Carry out monthly compliance monitoring to ensure certification is maintained and buildings legal documentation is in date
- Carry out accident investigation and reporting as required
- Ensure communication throughout the team and colleague network is positive at all times, championing all required changes or new ideas for successful team buy in and implementation
- Our offices are our shop window, ensure immaculate presentation and demeanour throughout at all times
- Appointed first aid and fire marshal representative, ensuring effective discharge of these duties as required
- Contribute to the completion of monthly WEx location services report production as requested
- Be an advocate for change, motivating and supporting others with the introduction of new initiatives
- Support employees with both remote & on-site employee DSE assessments
- Support the Welcome Space team with the delivery of FOH services as required to ensure business continuity
- Drive communication with colleagues, offering instant updates and alerts to with any information that affects them, such as disruptive maintenance works, changes to local policy / procedures etc
- Build and maintain a current, working knowledge of all Workplace policies, procedures, systems and tools in order to provide building users with maximised service information – challenge your processes constantly for modernisation
- View all challenges and complaints as an opportunity; complete autonomy to seek resolution in a way that excels expectations, ensuring to escalate to your line manager where required
- Escalate any service concerns to National FM immediately
- Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias
- Escalate any concerns about your role or environment utilising the correct channels, ensuring priority of resolution with minimal disruption and wider business awareness
- To portray yourself as an Ambassador for Avison Young at all times
This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams will include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you by the National Head of FM or the Regional Managing Director team. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.
Qualifications
- Excellent customer service skills
- A positive and warm approach is essential
- Excellent written and verbal communication skills
- Ability to work unsupervised and take on responsibility
- Positive about change, with a flexible attitude to working practices and demands
- Attention to detail and presentation
- Ability to act decisively and remain calm under pressure
- Confidence and appropriate manner to deliver information to all stakeholder levels up to UK President
- Has a proactive, motivated, good-natured personality
- Always communicates in a positive tone, in control of your output
- Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
- Forward thinking, and wants to continuously develop the service and themselves
- Excellent attention to detail
- Team player, supports all colleagues to achieve with a ‘One Team’ focus
- Maintains pride in personal appearance, following any guidelines set by the company
- Ability to react quickly, and prioritise needs in a fast-paced environment
- IOSH, or preparedness to achieve
- Previous experience of customer service or service delivery essential
- Excellent Microsoft office skills including Word and Excel
- Excellent organisational and communication skills
- Confident communicator
- Fluent written and spoken English
- This is not a hybrid role; you will be expected to be present in the office five days a week
- This is not a desk-only-based role; you will be expected to be present and mobile within the floors
Equal Opportunities
At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging. Avison Young is an equal opportunities employer, and is committed to treating all its employees and job applicants equally. If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.