Workplace Ambassador

Overview

Post Covid, the working world has changed with employee and visitor experience now at the heart of everything.  Hybrid working is more in scope than ever; the concept of the traditional office has evolved to meet the demands created by this shift in ‘ways of working’. To ensure top talent is attracted and retained whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.

Increasing office utilisation is now firmly at the forefront of our business objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs and drives enhanced engagement throughout the entire office community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy not just for our own workforce, equally for all our visiting clients visiting.

Our Ambassadors are the first and last impression that people will have with our brand. Therefore, it is essential that a positive, memorable experience is delivered to all those walking through our client’s doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them.

Avison Young are seeking to create thriving spaces that are flexible to accommodate all needs; informal meetings, social meetings, networking, and relaxation spaces. We want our Ambassadors to be the wow differentiator within them.

You will be responsible for ensuring every user of the UiPath office is provided with an exceptional experience. This could be provided within a variety of opportunities available to you with this role predominantly based out within the Welcome Space hub ready to receive, triage and support incoming visitor and UiPathers as well as actively engaging all those using the space.

You will own this space, demonstrating pride in its appearance. You will constantly seek and implement new ideas and initiatives to create a welcoming, community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best-in-class user experience, always finding the hidden opportunity to surprise and delight our customers.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviour Playbook, they are our ways of working together, delivering with others and our all-round ethos. 

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
• Be visible, both in person and virtually, promoting yourself as the first point of contact for any queries
• Management of new starters and leavers, the return of equipment where required inc reset/profile wipe
• Order new starter equipment, ensuring process is managed in full to completion including distribution, profile set up and keeping overall inventory up to date
• Take ownership (where possible/appropriate) of new starter’s first day arrival journey, office & services inductions – inject the WOW into that first impression of the company
• Manage access control card issue and return in liaison with building management
• Point of contact for IT issues, providing proactive support and set up, manage warranties and suppliers
• Manage the relationship with the business communications contract (Vodafone) of behalf of UiPath, including equipment, PO issuing and activation/deactivation of connections
• Oversee the effective delivery of the contract for indoor planting if applicable
• Approve incoming monthly invoices as required
• Operate as the H&S point of contact for the office in line with direction given from your FM, including understanding and organising any training requirements, conducting and updating remit risk assessments, accident recording, compliance certification updates and supporting overall annual review
• Complete first line accident and incident reporting
• 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
• Manage the relationship between Deliveroo and UiPath - add/remove users, manage spend limits, issue and manage POs & invoices
• Utilise technology to drive communication and connectivity with employees, offering instant updates and alerts to support smooth working days for them
• Utilise your position to gather and introduce continuous experience enhancing proposals
• Conduct regular workplace cleanliness and condition audits, resolving or escalating issues encountered
• Oversee utilisation of the flexible space, understanding hot demand spaces and underutilised spaces, seeking employee feedback, and providing updates for strategy decision
• 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 meeting room and space 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
• Manage all vending areas, kitchens and pantries, replenishing stock and maintaining high standards
• Manage all stationery and printer hub requirements, replenishing stock and maintaining high standards
• Support with post and parcel management / couriers where required
• Surprise and Delight – recognise birthday celebrations, work anniversaries and international awareness days, both in person and remotely utilising the surprise and delight budget
• Contribute with ideas for, and drive the employee experience events calendar and manage budget use
• 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
• Build and maintain a current, working knowledge of all office policies, procedures, systems and tools in order to provide building users with maximised service information – challenge them constantly to continuously improve how things are done
• Manage the day-to-day hospitality requirements of the business, review options available and ensure refreshed frequently
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• 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.
• To portray yourself as an Ambassador for Avison Young at all times

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.

Qualifications

• Exudes passion for service delivery in their character
• Has a proactive, motivated, good-natured personality
• Always communicates in a positive tone
• Possesses a customer-centric 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
• IOSH certified (or willing to become within probationary period)
• Previous experience, and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service
• Confident communicator
• Competent user of Microsoft Office package
• Fluent written and spoken English
• This is not a desk-based role; you will be expected to be present and mobile within the floor engaging with the UiPath workforce

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging.  Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally.  If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.