Role Title: Workplace, Experience & Operations London Lead
Reporting to: Regional Account Director
Location: London (Client Site)
Key Responsibilities
1) Leadership, People Management & Culture
- Lead, develop, and sustain a high-quality, well-motivated team, nurturing an environment of teamwork and co-operation across workplace experience, front of house, and operational support. Drive a service excellence culture within delivery and operational teams, creating an environment that supports continuous improvement and innovation.
2) Workplace Experience Strategy & Service Delivery
- Lead the development and implementation of modern workplace programmes to deliver best-in-class employee experience within the London office.
- Spearhead workplace experience and service delivery on site, bringing an elevated level of service to all building users, guests, and visitors.
3) Front of House / Guest Services Oversight
- Ensure the highest levels of visitor care are delivered consistently across reception and guest touchpoints.
- Ensure guest-facing standards are maintained (e.g., personal presentation, uniform compliance, readiness of reception points and guest areas).
4) Events Enablement & Workplace Activations
- Ensure end-to-end event readiness and strong cross-team co-ordination for events taking place throughout the building.
- Ensure pre-event engagement and communication routines are in place (e.g., stakeholder briefings and weekly event team meetings) to maintain seamless service delivery.
5) Building Operations & Site Operational Management
- Lead and monitor day-to-day building operations, ensuring industry best-practice operations are implemented to deliver first-class workplace outcomes. Oversee Planned Preventive Maintenance (PPM) schedules in line with local regulations and required standards, engaging with engineering support resources as needed.
- Ensure minor repairs and works are supervised appropriately and delivered safely, on time, and within budget.
6) Contract, Supplier & Service Partner Management
- Ensure all contracts under role ownership are professionally delivered (including the contract with the customer and contracts with business partners).
- Ensure contractor onboarding/offboarding and inductions are completed appropriately and standards are upheld.
- Maintain appropriate levels of communication with all service providers across the site, ensuring joined-up delivery and a "one team" approach.
7) Financial Management & Value Delivery
- Set and deliver agreed financial targets (revenue, expenses, debtor management, and savings objectives), including managing performance to any Guaranteed Maximum Price commitments where applicable.
- Support budgeting and participate in reforecasting to maintain financial accuracy and control.
8) Risk, Compliance & Governance
- Drive a risk-conscious culture and ensure compliance with Health, Safety, Environment, and Risk Management policies and procedures.Ensure account processes and procedures are monitored and updated in line with Master Services Agreement requirements.
9) Technology, Automation, Innovation & Sustainability
- Develop new ways of working through innovative technologies, automation, and improved operational routines.
- Demonstrate commitment to sustainability programmes in all parts of the office, working collaboratively with workplace teams and partners to embed sustainable practices.
10) Reporting & Stakeholder Communication
- Provide standard monthly/quarterly/annual reporting and management reports as required, ensuring accuracy and timeliness.
- Build and maintain strong relationships with client stakeholders, colleagues, guests, key service partners, and other on-site business partners, networking confidently at all levels.
Experience & Qualifications
- Demonstrable experience leading teams and managing complex service delivery (portfolio/site). Financial management experience including budgets, forecasting, and cost control.
- Degree (or equivalent) in Building Management, Facilities Management, Business Administration, or related discipline preferred; professional FM qualifications (e.g., IWFM/RICS) beneficial.
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
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