Overview

Post Covid, the working world has changed significantly, with employee and visitor experience now at the heart of everything we do. Hybrid working has transformed expectations of the workplace, and the traditional office has evolved into a destination that enables collaboration, connection, wellbeing and productivity.

To attract and retain top talent whilst supporting business growth, Avison Young is investing in workplace experiences that encourage employees and visitors to engage with their environment in meaningful ways. As a Workplace Experience Apprentice, you will play an important role in helping create a welcoming, vibrant and engaging experience for all employees, clients and visitors using The MET Building.

Our ambition is simple – to deliver an exceptional workplace experience that enhances engagement, creates positive impressions and supports a thriving workplace community. This apprenticeship provides an exciting opportunity to develop valuable skills and gain hands-on experience within Workplace Experience, Facilities Management and Customer Service.

As a Workplace Experience Apprentice, you will be one of the first and last points of contact for everyone entering The MET Building. You will help create memorable experiences, support day-to-day workplace operations and contribute to a positive office environment.

Based at The MET Building, you will work closely with the Workplace Experience team and receive ongoing support, training and development throughout your apprenticeship programme.

This role is ideal for someone with a passion for people, service excellence and creating exceptional experiences. You will be encouraged to bring fresh ideas, learn new skills and contribute to the continuous improvement of our workplace services.

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 shape how we work together, deliver for our customers and create exceptional workplace experiences.

Responsibilities

In line with the Apprenticeship agreement, commit to completing the provided ‘off-job’ learning to gain Level 2 NVQ qualification
Work closely as a key member of the team to deliver Avison Young and site specific service excellence expectations
Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
Welcome all users into each building in a warm, friendly, and efficient manner, supporting the onward journey where required
Ensure you are knowledgeable about all colleagues in the office, and strive to build positive relationships with each
Liaise with employees to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
Support efficient check-in of visitors, utilising QR code technology where possible to ensure better experience and cost-effective solutions are promoted
Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
Continuously drive relationships and connectivity with all building users to better understand their views on changing requirements, keeping aware of service trends and seeking solutions to introduce them
Use autonomy given to take ownership of the welcome space, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate – confidently seek to offer improvements / initiatives
Promote, manage, and maintain the use of touch down areas within the welcome space as well as other facilities within the building / community as appropriate
Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information 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
Be an advocate for change, motivating and supporting others with the introduction of new initiatives
Continuously seek and action feedback on service delivery and opportunity
Play an active role in reviewing, and creating improvement plans from quarterly audit reports
Network with your WEx colleagues around the UK, building relationships and supporting each other
Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
Offer input into the monthly client report, taking ownership of allocated sections as requested
Take an active role in training and supporting new Ambassadors or site-based colleagues through their induction period
Attend / complete additional training courses as required, actively seeking to introduce learnings into everyday service
Take charge of your own development, review your journey regularly and plan your career path with your line manager
Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, bribery, bullying and harassment, and 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

This job description is not intended to be a complete list of all daily 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

Is flexible, adaptable and able to integrate with multiple teams
Exudes passion for service delivery in their character
Has a proactive, motivated, good-natured personality
Always communicates positively, both in verbal delivery and body language
Possesses a very ‘customer focused’ manner, building confidence to deliver in all circumstances and environments
Has a passion for technology and seeks opportunity to suggest or 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, plays their part in every site based team and 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
No previous experience necessary – this role is ideal for entry level candidates or those seeking a career change
Inherent belief and enjoyment in the delivery of outstanding service
Comfort working with technology, possessing the ability to adapt to new technology as it is launched
Willing to build confidence and skill set within all role elements
Competent user of Microsoft Office suite
Fluent written and spoken English
This is not always a ‘desk’ based role; in order to engage and play a part in the ‘building community’ or ‘enhanced visitor journey’ you will be expected to be present and mobile within the lobby and communal areas, for the majority of the day

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.

Avison Young

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