Job Description

Job Title:

Workplace Experience Team Leader

Location:

London

Type:

Office-based 5 days a week

Working hours:

35 hour working week, with flexibility required between 08:00 - 18:00. Core hours will be 09:30 - 17:30.

About the Business:

Here at Pinsent Masons we bring together the best people to get the job done. We're naturally curious, constantly learning, listening, and growing. We'll truly value your ideas. You'll be joining an award-winning, hardworking and commercially minded team, where you'll have the opportunity to work with leading experts and form meaningful relationships, while making a difference. You'll get the opportunity to be involved in varied and challenging work. Working in an open and supportive environment, to deliver outstanding results.

Purpose of the role:

This role involves leading a dynamic team, fostering a positive and service-first culture, and enhancing the overall workplace experience within the firm.


Supporting the Workplace Manager with the day-to-day management of the workplace, ensuring that the provision of workplace services (digitisation and print solutions, mail, courier service functions, stationery and consumables) are first-class and the workplace environment is well managed through housekeeping and health and safety standards at all times.

Main duties and responsibilities

Workplace Experience

Assisting in the management of on-floor facilities. Assisting in the management of the provision of on floor agile team. Oversee the management and distribution of lockers and desk facilities on agile floors. Maintain a high profile/visual presence throughout office site, building strong relationships with key clients, internal customers and tenants. Assisting in the management of moves & churn management. Support and attendance for contractor meetings (cleaning, security, M&E etc.) Security pass creation and request management with FM team. Review, report and make recommendations from desk utilisation with Condeco system. Covering the Workplace Managers tasks as and when needed. Conduct New Starter Inductions as and when required.

Workplace Services

Leadership and operational management/planning of digitisation and scanning, print solutions, mail and courier service team. Direct, day to day, line management responsibility for the print solutions, mail services teams, including annual and half year appraisals, managing performance, coaching and development, absence management Management of tracking system for mail and courier services Responsibility for operational fleet management of London office devices Pro-actively managing 3rd party courier contract Responsibility for billable chargeback Overseeing the stationery ordering and delivery process ensuring thresholds are maintained. Management of the archiving process within the London office. Responsibility for regularly auditing standards within the above areas to ensure that excellent service delivery is maintained. Developing new practices and implementing change to continually improve service delivery and efficiencies and where applicable working with the Head of Technical Facilities and Workplace to ensure these are communicated.

Service Excellence

Act as the direct internal/external client and tenant liaison for any issues regarding workplace services, providing timely responses and appropriate solutions in order to maintain a high level of customer service. Planning resource for the office services areas with involvement in recruitment activities where appropriate. Assisting in the completion of monthly management report for above areas. Development and monitoring of the Service Level Agreements (SLA's) and Key Performance Indicators, (KPI's), for the department ensuring targets are met. Attending management meetings and other department/team meeting as required Liaison with end users ensuring maximum communication at all times and feedback is obtained and acted upon

Team Management

Conducting regular 1-2-1 meetings and team meetings with Workplace Assistants. Assist the Workplace Manager with performance reviews for Workplace Assistants. Responsible for the management and mentoring of the Workplace team, including skills training, personal development and coaching. Planning and efficiently managing team resource through deployment and shift rotation to ensure coverage of all workplace services through the busiest and less demanding times of the year, and recruitment and retention through training and development and succession planning. Effective delegation to ensure that workload is evenly and appropriately shared amongst the team.

Data & Reporting

Able to interrogate and report on workplace data accurately and analytically, such as print volumes, occupancy levels, facilities helpdesk queries etc. Use of CAFM system ensuring service, SLA's and KPI's are adhered to. Ensure all records are kept up to date on CAFM for Auditing and Compliance assessments. Response to Helpdesk queries ensuring calls are closed out timely and satisfactorily.

Financial, Projects & Procurement

Assisting in the management of budgets for office services areas; awareness of current spends, available spends, working within budget and identifying cost savings where appropriate. Involvement in local and national projects, taking the lead where appropriate. Invoice reconciliation.

Health, Safety & Environment

Working closely with the Facilities Management team to monitor the working environment in order to adhere to relevant health and safety standards, including correctly recording and reporting hazards/accidents. Assist with First Aid provision with the Facilities Manager. Acting Duty Manager/Fire Marshall involvement to support Facilities Management team. Delivery of safety training, Manual Handling, DSE follow up meetings etc. Participation in BCP exercises and emergency events. Assist with reviewing RAMS as and when required. Completing Risk Assessment for events.

Candidate Overview:

We are looking for candidates who ideally hold the following skills and experience:


Management level experience in a similar role, including team management responsibilities. IOSH Managing Safely. Working knowledge of pro-actively delivering digital scanning and print solutions, mail, courier and archive services. Excellent IT literacy to include all MS Office packages including Autocad. Understanding and proven success in delivery of customer service excellence. Ability to lead and motivate others as well as being a great team player. Ability to manage conflicting demands and/or challenge pressures for resources. Excellent communication and interpersonal skills with the ability to deal with staff at all levels. Educated to Higher National Certificate, AS/A level or equivalent, including Maths and English at minimum. Degree level preferred. Alternatively, able to demonstrate extensive experience within Facilities/Workplace Management sector.

What can we offer you?

Carers' leave (up to five paid days' leave towards caring responsibilities) 25 days' annual leave entitlement and the opportunity to purchase or roll over 5 days. Contributory pension of up to 5%. Private healthcare policy Death in service cover (4 x base salary). Eligibility to apply for an interest free season ticket loan, an interest free gym membership loan and/or an interest free rental deposit loan. Cycle to work scheme.

What happens next?

Once your application has been submitted and reviewed, our Recruitment team will share the outcome with you by email.


We typically hold two interview stages per vacancy providing the opportunity to meet two members of the hiring team at each stage. The first stage is typically conducted virtually and the second stage typically in person at the office in which the role would be based. However, we strive to remain flexible depending on the requirements of the role or the candidate.

Our strength lies in our differences.

We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking. It's with different perspectives that we'll find solutions to our clients' most complex challenges. It's how we'll deliver outstanding results today, and tomorrow. We want everybody attending an interview to be comfortable and able to fully demonstrate their experience and talents.


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