Job Title
Workplace Coordinator
Job Description Summary
Location: Hawthorn East, Melbourne | Full-Time | Permanent
Deliver exceptional workplace and event experiences while supporting a dynamic corporate environment.
Be the face of a high-profile corporate client and build strong stakeholder relationships
Gain exposure to workplace, events, and facilities management in a dynamic role
Join during a major workplace transformation and relocation project
Job Description
This role will report to the Operations Manager/Office Services Lead. This role will have no direct reports but must work seamlessly with all other client service delivery team members and support teams.
The Workplace Experience Coordinator is primarily responsible for the efficient coordination of office / workplace support services as part of the Office Facilities Services function with a particular focus on Events support and curation of key event and meeting spaces. Workplace support services include room booking and event management services, locker and management of workplace related requests received from the client. The role is tasked with delivering an exceptional customer experience at every interaction by anticipating needs and resolving issues quickly and efficiently. Communication with the client’s staff on progress and delivery related matters will be paramount.
While based in Victoria, the role will have a national remit in terms of service delivery for interstate sites and ensuring adequate support is available in locations outside of Melbourne. It is expected that the remit of Office Facilities Services may grow over time.
This role will liaise with multiple stakeholder groups within the client’s business and have numerous regular interactions with suppliers for the provision of workplace and Office Facilities Services, including contracted suppliers and suppliers managed on behalf of the client. This role will also liaise extensively with all client service delivery team members, event organisers and marketing and event activation teams. It will also liaise extensively with the client ‘s staff cohort in delivering day-to-day workplace services.
The purpose of the Workplace Experience Coordinator role is to ensure efficient and timely delivery of office support work requests and other support services across the portfolio. A heavy emphasis on conference and event management is expected, with space optimisation the key objective, and a requirement to respond to booking requests in a fair and equitable manner for all client team members. Task coordination and maintaining high levels of customer focus always will be an essential element of the role.
Client Stakeholder Management
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Ensuring high levels of communication with nominated client stakeholders and coordination with other team members will be essential in ensuring solutions meet and exceed clients’ needs to deliver optimal customer experience
Relationship Management
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Performance of a functional role on nominated client service team which is client-facing and on-site at the client premises
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Ensure that Cushman & Wakefield is strongly represented and ensure that all work is of the highest quality
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Flexible in approach and pivots to meet changing `clients’ needs
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Proactively builds rapport with clients, and ensures to meet their needs to minimise escalations
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Immediately raises key blockers with leaders to avoid unnecessary escalations to senior clients
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Ability to recognise and flag a value-add opportunity with immediate leadership
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A strong understanding of how the role fits into the overall account and actively works to deliver seamless linkages to other work areas as applicable
Service excellence
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Customer Service satisfaction is a priority for this role. This role is responsible for ensuring coordinated service delivery between various stakeholders to ensure a premium onsite experience in all managed spaces including the event areas
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Ensure timely and appropriate communications to client stakeholders
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Follow operational standards and processes consistent and contribute to the update of their standards and processes as applicable
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Complete daily/weekly curation floor walks of nominated spaces
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Ensure coordination and high-quality service delivery via various workplace suppliers.
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Administer end of trip/gym locker arrangements and requests;
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Coordination of internal and external meetings including room and space bookings in the booking tools provided
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Provide basic level technical support for room users, and fulfilment of catering requirements;
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Preparation of relevant Events and Workplace Experience content and analysis for client monthly report
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Attend regular client or internal meetings as required
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Other duties as directed and required
Innovation
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Identify new opportunities for improvement and take the time to pursue them
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Where applicable participate in the introduction or deployment of new systems, processes, or enhancements for the team and or client.
General Responsibilities
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Articulate and live the Cushman & Wakefield culture, model organisational values and required behaviour and hold others (employees and peers) accountable for their actions by identifying and acting on behaviour which is inconsistent with agreed standards
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Comply with all Cushman & Wakefield systems that are in place to meet the health and safety obligations of the organisation
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Work safely and avoid placing yourself or anyone else’s health and safety at risk by your acts or omissions
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Comply with Cushman & Wakefield Environmental policies and adhere to procedures and work instructions that are relevant to your activities
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Operate in a manner that will minimise any adverse environmental impacts associated with your activities
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Understand the Cushman & Wakefield brand and expertise of services delivered to provide a full-service offer to clients across both occupier and CRE business to deliver additional revenue opportunities
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Regularly engage with the Cushman & Wakefield IFM team and other account teams to leverage their knowledge
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Minimum 1 year of experience in relevant events and/or facilities management/customer service role
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The ability to be a team player as well as an individual contributor is required.
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Ability to prioritise effectively and ensure tight deadlines are met.
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A common-sense approach to problem solving and scheduling.
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Good written and oral communication skills together with strong interpersonal skills.
Occupation specific capabilities:
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Customer Focus
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Planning & Organisation
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Problem Solving
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Analytical ability and skills
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Risk Management & Compliance
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Systems & Data Management skills
Organisational Core capabilities:
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Best Thinking: Problem solver, Organiser, End user Focus
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Best Results: Delivers Extraordinary Results, inspires others through actions
Best People: Customer Service Excellence, Grows Self & Others, Collaborates with Others
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As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.
INCO: “Cushman & Wakefield”
