WE&O London Metro Lead

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. 

Act as a Subject Matter Expert (SME) for Workplace Experience / Front of House related items, supporting development of processes and SOPs that serve wider account targets. 

Ensure client and guest expectations are met and the overall workplace strategy is delivered. 

Ensure the highest levels of visitor care are delivered consistently across reception and guest touchpoints. 

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. 

Ensure post-event feedback, audits and inspections are completed, and improvement actions are implemented. 

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. 

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. 

Ensure all client billing, financial reporting, and supply chain payments are accurate and completed to agreed timelines and terms. 

Drive a risk-conscious culture and ensure compliance with Health, Safety, Environment and Risk Management policies and procedures. 

Ensure incidents are reported per required internal and client procedures and that emergency call-out/rectification processes are swift and effective. 

Ensure account processes and procedures are monitored and updated in line with Master Services Agreement requirements. 

Maintain data integrity across systems used to manage the account (including management information platforms and system drawings), escalating issues promptly when required. 

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. 

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. 

Remain flexible to perform other duties within the wider workplace team as required, including supporting cross-site projects, site visits and critical operational needs. 

Excellent written and verbal communication skills, including presentation and negotiation. 

Strong leadership and people management capability; able to mentor and develop teams. 

Strong stakeholder management with the ability to network at all levels. 

Strong organisational skills; able to manage multiple projects and competing priorities. 

Strong customer focus and commitment to service excellence in a highly demanding, high-visibility environment. 

Progressive experience in Facilities Management, Property/Building Operations, Workplace Experience, Hospitality or related customer-facing environment. 

Demonstrable experience leading teams and managing complex service delivery (portfolio/site). 

Financial management experience including budgets, forecasting and cost control. 

Experience working in a regulated environment (financial services preferred). 

Degree (or equivalent) in Building Management, Facilities Management, Business Administration or related discipline preferred; professional FM qualifications (e.g., IWFM/RICS) beneficial.