Customer Experience Apprentice (Facilities Management Supervisor Level 3)

Summary

We are currently looking to employ an apprentice within the Customer Experience team on an 18-month apprenticeship programme. The apprentice will rotate across three of our teams within the business at 6-month intervals, learning towards your Facilities Management Supervisor Level 3 accreditation.

Wage

£26,000 a year

Minimum wage rates (opens in new tab)

A performance related bonus will be included at the end of the apprenticeship.

Training course

Facilities management supervisor (level 3)

Hours

Monday to Friday, 9.00am to 6.00pm. 20% of the working week will be dedicated to undertaking the Facilities Management Supervisor Level 3 qualification.

40 hours a week

Possible start date

Tuesday 1 April

Duration

1 year 6 months

Positions available

2

Work

As an apprentice, you’ll work at a company and get hands-on experience. You’ll gain new skills and work alongside experienced staff.

What you’ll do at work

Customer Experience Team Responsibilities:

Supporting the team to provide best in class services to our customers by communicating, responding and engaging in addition to coordinating events and experiences in our buildings.
Shadowing the Customer Experience Managers within their buildings, working across a number of different buildings across the portfolio to experience the different types of buildings and customers.
Carrying out regular inspections of properties to ensure the occupational profile and general cleanliness, tidiness, and condition of the building(s) is of the highest standard. This includes regular inspections of any vacant units to maintain showroom conditions at all times.
Working closely with all service partners, to understand the “one team ethos” approach, which creates a safe and welcoming environment for all customers. You will assist the Customer Experience Managers in attending some monthly site meetings with the Contract Managers to discuss service levels, service delivery improvements and implementation of innovation opportunities where possible.
Working with the Customer Experience Managers to understand and support in the management of the annual Service Charge budget for their respective buildings.
Supporting the team to coordinate emergency repairs, minor repairs and building maintenance tasks in a safe and timely manner, ensuring that appropriate job orders have been raised and risk assessments submitted.
Supporting the team to fulfil compliance duties, ensuring that all properties across the portfolio remain compliant with current policies, regulations, and building codes and ensuring our health and safety system is up to date. You will also learn how to monitor the safe working of contractors, irrespective of whether they are working for the company or for customers.
Supporting the team to implement the social impact strategy.
Support and learn how to manage projects within the building across the portfolio.

Fully Managed Team Responsibilities:

Supporting the team in delivering a premium, proactive and enjoyable workplace experience to our Fully Managed customers. Splitting your time across our portfolio, and ensuring you have a good understanding of our Fully Managed offering and locations.
Supporting with the customer onboarding and offboarding process; ensuring the process is followed, acting as a contact for the customer and liaising with any partners required throughout the process.
Providing cover for any planned or unexpected leave within the team. Supporting the team with our events programme, working to ensure we deliver great experiences for our customers.
Supporting our Fully Managed Teams to ensure the channel is kept up-to-date and documents are correctly filed and labelled.
Supporting the team with managing and ordering consumables for our spaces.
Supporting the team through the monthly OpEx review process; ensuring reports are filed and responded to, comments are logged, and the process is followed.
Working with our partners to complete audits and reviews monthly, helping to ensure our spaces remain fit for purpose and deliver an exceptional user experience.
Leading by example - delivering a professional, fun and focused service that aims to achieve customer retention

Where you’ll work

33 CAVENDISH SQUARE

LONDON

W1G 0PW

Training

An apprenticeship includes regular training with a college or other training organisation. At least 20% of your working hours will be spent training or studying.

College or training organisation

LEARNMORE NETWORK LIMITED

Your training course

Facilities management supervisor (level 3)

Equal to A level

Course contents

Supervise the facilities management function.
Comply with health and safety regulations, building regulations, codes of practice and organisational policies and procedures.
Comply with risk assessments, method statements and safe systems of work and apply control measures.
Supervise others when using facilities management environment tools and equipment for example, plant, machinery, electrical equipment, manual tools.
Apply sustainable processes and practices, monitoring and solving sustainability problems which impact climate change in the facilities management function within their organisation.
Use resources to complete tasks, with consideration for cost, quality, safety, security and environmental impact.
Lead a team of facilities personnel.
Apply problem solving techniques to create solutions to complex problems within limits of authority within own role and consult line management.
Plan, prioritise and delegate tasks to the facilities team for completion.
Use information and digital technology to analyse data to monitor performance.
Create, maintain and enhance collaborative working relationships with internal and external stakeholders.
Communicate verbally with internal and external stakeholders Give and receive information. Matching style to audience. Recognising barriers in communication and how to overcome them. Facilities terminology.
Investigate queries to find underlying cause and identify potential solutions.
Apply financial management principles in department budget spending.
Apply continuous improvement techniques to devise potential solutions.
Communicate with internal and external stakeholders using sector specific terminology through written means.
Supervise the facilities management function.
Comply with health and safety regulations, building regulations, codes of practice and organisational policies and procedures.
Comply with risk assessments, method statements and safe systems of work and apply control measures.
Supervise others when using facilities management environment tools and equipment for example, plant, machinery, electrical equipment, manual tools.
Apply sustainable processes and practices, monitoring and solving sustainability problems which impact climate change in the facilities management function within their organisation.
Use resources to complete tasks, with consideration for cost, quality, safety, security and environmental impact.
Lead a team of facilities personnel.
Apply problem solving techniques to create solutions to complex problems within limits of authority within own role and consult line management.
Plan, prioritise and delegate tasks to the facilities team for completion.
Use information and digital technology to analyse data to monitor performance.
Create, maintain and enhance collaborative working relationships with internal and external stakeholders.
Communicate verbally with internal and external stakeholders Give and receive information. Matching style to audience. Recognising barriers in communication and how to overcome them. Facilities terminology.
Investigate queries to find underlying cause and identify potential solutions.
Apply financial management principles in department budget spending.
Apply continuous improvement techniques to devise potential solutions.
Communicate with internal and external stakeholders using sector specific terminology through written means.

Your training plan

Training Programme to obtain Facilities Management Supervisor Level 3 qualification: 13 Months
GPE Contract status: 18-month Fixed Term Contract with (full time hours, including 20% time off for study).
The position will be based in central London and you will work in one of GPE's portfolio buildings which you will rotate around every six months.

Requirements

Essential qualifications

GCSE or equivalent in:

English (grade 5/C)
Maths (grade 5/ C)

Let the company know about other relevant qualifications and industry experience you have. They can adjust the apprenticeship to reflect what you already know.

Skills

Communication skills
IT skills
Organisation skills
Customer care skills
Problem solving skills
Administrative skills
Team working

Other requirements

The applicant should be happy to travel between the portfolio of buildings we have in central London to assist where necessary.

About this company

GPE is a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 140 people, owns around £2.5 billion of real estate – primarily commercial offices but also retail - 100% in central London with a rent roll of approx. £100 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.

http://www.gpe.co.uk (opens in new tab)

Disability Confident

A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.

You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.

After this apprenticeship

Would be on path to become a Customer Experience Assistant Manager

Ask a question

The contact for this apprenticeship is: