Customer Service Specialist

Job Purpose

The Customer Service Specialist is an exciting role that combines a variety of activities. As a Workplace Experience Specialist you will deliver Exceptional Workplace and Guest Experiences to our customers. The One Team Hub will be the focal point for access to these Services, Spaces and Support.

Central to the Customer Experience and productivity in the office, the role encompasses a range of guest welcome, meeting and event management, floor management, workplace support, compliance and document and logistics and information management.

Duties and Responsibilities

Guest Welcome and Support

Greet all guests and staff with genuine warmth, professionalism and promptness, creating a welcoming first impression that reflects our commitment to exceptional customer service.

Provide Reception Welcome services. Communicate visitor and guest arrivals efficiently and courteously, ensuring seamless coordination between landlord teams and a smooth experience for all parties.

Maintain comprehensive knowledge of all spaces, including Welcome and Hospitality areas, and deliver concierge style service enriched with insightful local area expertise to enhance every visitor’s experience.

Consistently deliver exceptional customer service, anticipating the needs of both visiting clients and office-based staff, and going above and beyond to ensure their needs are met.

Collaborate closely with the Workplace Experience Manager to support security protocols, managing staff and visitor access, contractor coordination and ensuring the safety and integrity of our space.

Room Bookings Support

Coordination and monitoring of client meeting room and event space bookings to ensure a seamless user experience.

Events Operations and Support

Provide an end-to-end events service support including events creation, allocating the most suitable space, agreeing seating plans, room layouts with any hospitality requirements

External visitor management to maximise the event experience

Troubleshoot client and visitor problems using research and problem-solving skills

Pre-event schedule creation

Working with central events team as required for multi-site events

Floor Management and Space Ownership

Carry out regular checks of reception areas, meeting rooms, floors, client lounges, lobby areas and cloakrooms to ensure all client areas remain clean & tidy

Report faults and ensure all faults addressed / resolved / updated

Act as the contact point for all services

Provide comprehensive support to internal practice areas, building good relationships with staff, partners, and service partners

Carry out scheduled service hub checks across floors and replenish as necessary

Workplace Support & Compliance

Being a key part of the Workplace Experience team. Supporting the Workplace Experience Manager and or Deputy in all things facilities management.

Supporting internal and external audit and investigation activity as directed by WEM

Supporting new joiner activities including DSE checks

Extended responsibilities for fabric check, fault management and Workplace Tracker management

Escort and support PwC or landlord M&E contractors as directed

Extended responsibilities for equipment safety checks and asset tag checks

Support the business in utilising the office space and dealing with queries and offering support. Ensure sensors and screens are operational as part of floor walks

Courier Management, Mail and Parcel Services

Action requests for interoffice, domestic and international couriers received through SNoW in line with agreed procedures

Action request for IT equipment dispatch and tracking in line with agreed procedures

Dispatch standard and tracked mail items in line with agreed procedures

Print Support Services

Responding to ServiceNow Print requests for print and collection/dispatch (certain offices only)

Supporting with print finishing requests

Ensuring QC process followed for all printed material

One Team

Supporting and working closely with other One Team suppliers. Promote One team approach ensuring a consistent service is provided throughout all our services

Proactive completion of ten second tasks, and coordination with the wider One team for seamless service delivery

Health and Safety Responsibilities

Report any deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment

Work equipment and PPE to be used properly in accordance with all training received

Report any issues or training needs to your line manager

Follow company policies and procedures at all time

Candidate Skills and Experience

Experience in workplace services, facilities, hospitality, or front-of-house roles

Strong customer service and communication skills, with confidence engaging at all levels

Competent in Microsoft Teams, MS Office, ServiceNow and EMS or equivalent workplace technologies.

Ability to support AV, IT peripherals, and office equipment confidently.

Well-organised and adaptable, with the ability to balance planned and reactive tasks

Adaptable, able to respond to all queries and incidents to react quickly and support the Workplace and One team

Equal Opportunities at SPS

We are proud of the progress we've made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.

We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.

We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.