Workplace Experience Ambassador

Overview

Our Story

Our small Canadian-born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. Our expansion has been rapid, but what matters most is the common belief that drives all 5,000 of our people to be a different type of real estate organization. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose, to have a positive impact on people’s lives. In short, we are a global commercial real estate advisory firm with a simple aim: for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long-lasting social value and economic impact.  

Why Work for Us:

We believe that our industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are all highly respected, but are less important to us than your ability to step up and change the game. We provide you with a place where you can do just that, with like-minded people. Collaboration is embedded in the way we work – our people have the autonomy to collaborate on client relationships, engage teams across the business, lead operations, work collectively on projects, participate in strategy and are ultimately responsible for our growth. Our distinctive Principal-led, privately-owned model puts us in the enviable position of being able to offer every employee the opportunity to own a share of our business and inspires and allows anyone to become a Principal. This role carries voting rights, so our people have a very real say in the future direction and operation of our business. This means that we are able to attract, engage and retain the best talent from the industry.  

Responsibilities

• Provide a user focused service experience that is built on the foundations of exceeding expectations
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Continuously drive relationships and connectivity with all to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
• The ground floor entrance and café hub are our shop window, ensure immaculate presentation at all times
• Our welcome experience, visitor processing and onwards journey must be a priority focus for all, at all times
• Ensure all visitors are welcomed immediately, demonstrating warmth and attention to their visit
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Look after any waiting visitors with care and attention, taking coats, making beverages, escorting to rooms etc, acting as an Ambassador for, and until they are collected by, their host
• Ensure the departure of all visitors and employees is accompanied with a warm farewell and check if further assistance is required for their onward journey
• Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
• Conduct regular Welcome Space cleanliness and condition audits, resolving or escalating issues
• Responsible for adhering to all health and safety safe systems of work activity within your space, including Risk Assessments, manual handling, floor & fire exits checks, first aid and fire marshal duties and mental health champion (where applicable)
• Oversee utilisation of the working space, seeking employee feedback where appropriate
• Promote and support the business with the use of technology for all workstreams, including visitor management, resource booking, concierge support and lifestyle provisions
• Promote the benefits of pre-booking visitors, and assist with pre-arrival confirmation information and facilitate any pre-arrival services required by our visitors or employees
• Proactive IT support and set up, both in person and remotely
• Proactive room management and set up, seeking appropriate support from the business as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
• Take an active role in understanding subsequent challenges / complaints and contribute to the implementation of long-term solutions to eradicate
• Seek information from the business to take ownership (where possible/appropriate) of new starter’s first day arrival journey, building & services inductions – inject the WOW into that first impression of the company on behalf of the business
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Manage all vending areas, kitchens and pantries, replenishing and maintaining the highest of standards
• Assign lockers in line with office procedures
• Carry out archiving responsibilities as required
• Support with post and parcel management where required
• Utilise technology to drive communication and connectivity with employees, offering instant updates and alerts to support smooth working days for them
• Take part in user and stakeholder’s engagement meetings where appropriate
• Surprise and Delight – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely
• Contribute with ideas for, and drive the employee experience events calendar
• Build and maintain a current, working knowledge of all Workplace Services policies, procedures, systems and tools in order to provide building users with service information – challenge them constantly
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly report, delivering allocated sections within the requested timeframe
• Take an active role in training and supporting new colleagues through their induction period
• Attend training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, unconscious bias.
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young at all times

Qualifications

• Exudes passion for service delivery in their character
• Has a proactive, motivated, good-natured personality
• Always communicates in a positive tone
• Possesses a very customer focused manner, confident in delivering 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 to success, demonstrating creativity to problem solving
• Is a change advocate
• 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
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment

Equal Opportunities

At Avison Young, we’ve always put people at the heart of what we do.In the last few years, we’ve increased the diversity at our board, leadership and Principal levels. Avison Young stands out for our commitment to empowering women. In addition to increasing the number of women on our board and in our leadership ranks, our internal Women’s Network of more than 500 members come together for networking and learning, and advise the business on strategies for promoting access, opportunity and inclusion in our industry.Our global DEI steering committee shapes our strategy to continue to increase industry access for underrepresented groups and accelerating initiatives led by our employee resource groups, including our Women’s Network, Black Professionals and LGBTQ+ groups. In addition to leading global initiatives, the steering committee’s work examines our policies and practices, creating accountability for results and communicating progress to our executive leadership, our clients and our communities.Our culture is underpinned by our approach to diversity, inclusion, and well-being. We are committed to building an inclusive culture that:

• empowers all our employees to thrive,
• reflects all backgrounds and talents,
• allows individuals to be successful and feel a sense of belonging,
• and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers.As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or you are eligible under the Disability Confident Scheme please contact us at [email protected]<mailto:[email protected]> and we will do everything we can to help.

We are committed to inclusion in our hiring processes, and we want to give everyone a chance to show what they can bring to our organisation. If you are not sure that you have all the skills in the person specification, please still apply. We value passion and potential in our employees, so it would be great to hear from you and why you would suit this position.Some of our roles may be remote and some roles may be specific to our offices, but you will need to confirm you have the right to work in the UK.