Purpose
The Office Experience & Services Manager leads the consistent, professional delivery of office services across the London locations. The role is responsible for workplace operations, facilities services, front-of-house activities, and the employee and visitor experience.
The role manages the Office Services Lead and Office Experience Lead, providing effective oversight while empowering them to lead day-to-day delivery. Working closely with the Group Real Estate & Facilities Manager, the role supports wider property, workplace, health and safety initiatives and helps develop a consistent, efficient and scalable operating model.
Responsibilities
- Lead, develop and support the London Office Services team, setting clear objectives, priorities, service standards and resource plans.
- Manage performance through regular feedback, development reviews and coaching, fostering accountability, collaboration, and high performance.
- Empower the Office Services Lead and Office Experience Lead to manage day-to-day delivery, while ensuring effective cover, oversight and escalation support.
- Oversee the consistent delivery of workplace, facilities, office and front-of-house services across the London locations, monitoring service standards and the employee and visitor experience.
- Ensure the offices are well maintained, appropriately resourced and professionally presented for employees, clients and visitors.
- Resolve operational issues promptly and maintain effective arrangements for business continuity, emergency response, and team cover.
- Support the Group Real Estate & Facilities Manager with health, safety and compliance activities across the London offices.
- Coordinate inspections, risk assessments, statutory servicing and compliance checks; maintain accurate records and monitor remedial actions.
- Manage relationships with landlords, building teams, contractors and service providers, including supplier and contract performance.
- Manage relationships with landlords, building management teams, contractors and service providers, including oversight of supplier and contract performance.
- Monitor budgets and expenditure, validate invoices, report cost pressures, and identify opportunities to improve value for money.
- Develop and embed clear procedures, service standards and consistent ways of working, maintaining records that support governance and audit readiness.
- Prepare operational updates, management of information and service reports, using data, feedback, and insight to drive continuous improvement.
- Act as the senior Office Services contact, escalating significant operational, safety, compliance, service or cost risks as appropriate.