Job Openings at CBRE Excellerate

Main Purpose:

• This position is responsible for supporting and coordinating activities related to delivery of workplace experience services for clients.
• The Client Experience Specialist is an integral part of the team and will interface with stakeholders across the site to ensure timely and effective service delivery.
• The role will respond to a wide variety of on-site requests, providing proactive, knowledgeable, engaged service, while creatively exceeding expectations.
• Other duties will include obtaining client sign-off on work orders.

Decision Making Authority:

• To execute all Key Performance Areas as stated below, and in line with the Company approval framework and client policies and procedures.

Duties and responsibilities:

• Carry out client visits, engage clients and obtain client feedback.
• Collaborate and liaise with various internal teams to ensure service delivery and optimise customer service.
• Monitor work orders and ensure a reduction in calls going out of SLA and being placed on hold.
• Identify client needs.
• Undertake general team administration duties for the Facilities Management operations, as directed.
• Assist clients, visitors and staff with on-the-ground queries, including directions and queries.
• Track and monitors visitor and customer experiences across touchpoints.
• Analyse and report on client surveys and feedback and implement corrective measures.

Experience / Education:

Required:

• Grade 12.
• A minimum of 1 – 2 years related experience (e.g. front desk, concierge, hospitality, or customer services roles) A Qualification in Hospitality / Marketing will be an advantage.

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Job Description

Process:

• Budgeting and Expense Control.
• Input on annual expense budget.
• Input on monthly, quarterly forecasts.
• Variance reporting on actuals to budget and forecast.
• Monthly input on expense control and cash flow requirements.
• Manage & Create purchase orders on system.
• Maintain stock register.
• Assist in cost effective management of all soft services.

Building Management and Administration:

• Manage and execute emergency and day-to-day maintenance items.
• Manage all soft services like cleaning, security, landscaping and all related services.
• Ensure monthly meetings are held with supporting minutes of all the meetings. Manage SLA’s and implement penalties where necessary.
• Housekeeping inspections in accordance with inspection program.
• OHS Act inspections.
• Reinstatement inspections.
• Vacant premises inspections.
• Building inventory.
• Monitoring of adherence to house rules and reporting transgression of user clauses to Portfolio Manager for discussion with tenants.
• Maintain Key Control register.
• Issue parking access permits & regular auditing of access permits.
• Energy Management (including meter readings) & Municipal Accounts (including electrical recoveries).
• Attend to logged calls where call logging is implemented otherwise attend to all tenant queries relating to housekeeping.
• Identify operational risks and measures to rectify same.
• Implementation of emergency plans including evacuation drills.
• Implementation & Monitoring of statutory requirements.
• Reporting and processing of onsite incidents for possible Public Liability and Property Damage Claims
• Coordinating and chairing of OHSAct meetings.

Tenant Installations, Revamps, Upgrades and Planned Preventative Maintenance projects:

• Act as on-site project manager.
• Manage Tenant Installations as well as smaller projects, including specifications.
• Project Management of Revamps and Upgrading in conjunction with Technical and General Manager.

People Management:

• Performance Management.
• Training & Development of staff (where applicable).

Qualification, Experience:

• Minimum of 5 years’ experience as an Operations Manager.
• Project Management.
• Building Services Knowledge especially the maintenance of building service systems within a large organization.
• Mechanical and Plumbing Knowledge.
• Facilities Management principles understanding.
• Health and Safety Management Knowledge.
• Relevant Tertiary Qualification Preferable.

Knowledge and Skills Required:

• Analytical skills, problem solving, attention to detail, ability to delegate. Innovative, organization and planning skills, financial & business acumen, co-coordinating skills, marketing.
• FULL computer literacy.
• Customer service orientation.
• Inter-personal sensitivity and people management.
• Formulating and implementing best practice strategies and concepts.
• Planning, coordinating and delivery of technical projects.