Job Description
One Centenary Way is the latest and largest element so far of the ground-breaking £1.2 billion Paradise estate. By attracting international, Blue Chip occupiers from London and other locations in the UK, this 280,000 sq ft commercial building is the jewel in the crown of the estate and sets a high benchmark for future office-centred buildings in Birmingham city centre.
As we move into an era defining new ways of working, experience is everything. The working environment is evolving to include multiple experiential elements available within the Paradise estate. The estate is seen as a ‘total destination’ with cutting edge leisure offerings, public realm and all year-round events, as well as the very highest standard of environmentally led sustainable commercial space available.
One Centenary Way marks the first part of Phase Two of the development, the building being a crucial asset for Paradise, Birmingham and the region. Its occupiers have high expectations and we must meet those by positioning the estate as the premier commercial location in the UK outside of London. To do this, we are seeking to establish a site-based team that exhibits the calibre of service excellence such prestige demands.
With hybrid working now more in scope than ever, the concept of the workplace becoming an ‘experience destination’ gives us the unique opportunity to evolve our established service solution and drive an enhanced offer that generates engagement in new and exciting ways, creating advocacy throughout the building by always going the extra mile in every single interaction.
Placed at the forefront of One Centenary Way, the role of our Welcome Space Supervisor is pivotal, both in supporting our Welcome Space Ambassadors to operate at maximum efficiency and effectiveness and ensuring our Building Manager has the right level of support to drive strategic change and service enhancement throughout the Welcome Space. It is also a key role in supporting and promoting the Paradise brand values.
You and your teams will provide a service that is continuously progressing in line with both the dynamic requirements of the building’s users, as well as the evolving technological opportunities emerging - pushing the boundaries of the possible to promote the best user experience. by finding the hidden opportunity in the smallest of detail, to continually surprise and delight all who you come into contact with.
You will take ownership of the onsite day-to-day delivery of the Front of House welcome services in line with Avison Young strategy and expectations, leading by example to coach, support and motivate your teams to deliver in a fast-paced environment, overseeing and supporting them with every area of their role remit. You will have first line responsibility in ensuring all direct personnel leadership, performance management and development is in place.
Main Duties, Responsibilities and Accountabilities:
- Lead and provide a user focused service experience that is built on the foundations of exceeding expectations
- Understanding, living and breathing the brand and ethos of the Paradise Birmingham estate and its contribution to our regional business eco-system
- Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
- Lead and support your teams in the delivery of all areas of their Welcome Space Ambassador job scope – ensure full understanding of all areas and ensure they are completed by yourself and your team to a high standard
- Ensure all visitors utilising are welcomed immediately, ensure presence in the Welcome Space at the appropriate times and regularly monitor the touch down spaces for opportunity to engage / assist
- Ensure adequate resources are in place for every shift, actively preparing for planned absences and ensuring adequate resilience for unplanned absences
- Support the Building Manager with payroll requirements for your team
- Manage all holiday calendars appropriately within your team
- Complete appraisals and development plans for all direct reports utilising Engagedly
- Implement appropriate improvement plans if performance / conduct is below expectations, ensuring to keep your line manager aware
- Drive relationships and connectivity with all
- Be visible to support with service delivery and oversee the performance of the team
- Support the team with resolving any maintenance / cleanliness issues encountered
- Responsible for completing all Avison Young Health & Safety activity within your space, including risk assessments, manual handling assessments, floor & fire exits checks, first aid and fire marshal duties and ensuring all team members are trained in safe systems of work
- Oversee your team’s management of all flexible Welcome Space usage and touch down spaces
- Gather understanding of the Welcome Space usage data to create strategic analysis for our client
- Support with the use and introduction of technology for all workstreams, including visitor management, resource booking, any third-party concierge support and lifestyle provisions
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. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.
Personal Specifics:
- Kind, caring and effective leader with the ability to motivate performance from team members
- Confidence and appropriate manner to deliver difficult conversation when required, not shying away from challenging personnel management
- Exudes passion for service delivery in their character
- Has a proactive, motivated, good-natured personality
- Always communicates in a positive tone and who can apply the elements of the Paradise brand and ethos
- Possesses a very customer focused manner, confident in leading delivery of exceptional services in all circumstances and environments
- Has a passion for technology and opportunity to utilise within service delivery environment
- Thrives in an environment where providing solutions is key, demonstrating creativity to problem solving
- Is a change advocate, and has confidence to introduce change within the team
- Forward thinking, and wants to continuously develop the service and themselves
- Excellent attention to detail – always seeking to find the hidden opportunity to wow
- Team player, supports all colleagues to achieve with a ‘One Team’ focus
Equal Opportunities
Avison Young are an equal opportunities employer. If at any time within your employment with us, you believe that you may need adjustments to be made to support continued success in your role, we encourage you to talk with us so that a suitable resolution can be agreed. You should discuss this with your line manager in the first instance if appropriate, or alternatively contact HR who will organise a more confidential conversation with you.
Job Types: Full-time, Permanent
Salary: Up to £32,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Life insurance
- Referral programme
- Sick pay
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
Ability to commute/relocate:
- Birmingham: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Discuss an occasion where you have contributed an initiative to the improvement of service delivery in a previous role.
- Please briefly detail how you have previously motivated your team to achieve high standards on your behalf in a service excellence environment.
- Please explain your experience of using technology in a FOH environment, or how you believe it could be used to enhance the service delivery.
- What does exceptional service/experience mean to you and describe a time you have delivered it or experienced it as a customer.
Work Location: In person
Application deadline: 06/03/2023
Reference ID: AYWPS
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