About The Role




Purpose



The Office Experience & Services Manager leads the consistent, professional delivery of office services across the London locations. The role is responsible for workplace operations, facilities services, front-of-house activities, and the employee and visitor experience.



The role manages the Office Services Lead and Office Experience Lead, providing effective oversight while empowering them to lead day-to-day delivery. Working closely with the Group Real Estate & Facilities Manager, the role supports wider property, workplace, health and safety initiatives and helps develop a consistent, efficient and scalable operating model.




Responsibilities

- Lead, develop and support the London Office Services team, setting clear objectives, priorities, service standards and resource plans.

- Manage performance through regular feedback, development reviews and coaching, fostering accountability, collaboration, and high performance.

- Empower the Office Services Lead and Office Experience Lead to manage day-to-day delivery, while ensuring effective cover, oversight and escalation support.

- Oversee the consistent delivery of workplace, facilities, office and front-of-house services across the London locations, monitoring service standards and the employee and visitor experience.

- Ensure the offices are well maintained, appropriately resourced and professionally presented for employees, clients and visitors.

- Resolve operational issues promptly and maintain effective arrangements for business continuity, emergency response, and team cover.

- Support the Group Real Estate & Facilities Manager with health, safety and compliance activities across the London offices.

- Coordinate inspections, risk assessments, statutory servicing and compliance checks; maintain accurate records and monitor remedial actions.

- Manage relationships with landlords, building teams, contractors and service providers, including supplier and contract performance.

- Manage relationships with landlords, building management teams, contractors and service providers, including oversight of supplier and contract performance.

- Monitor budgets and expenditure, validate invoices, report cost pressures, and identify opportunities to improve value for money.

- Develop and embed clear procedures, service standards and consistent ways of working, maintaining records that support governance and audit readiness.

- Prepare operational updates, management of information and service reports, using data, feedback, and insight to drive continuous improvement.

- Act as the senior Office Services contact, escalating significant operational, safety, compliance, service or cost risks as appropriate.




About You




Knowledge

- A sound understanding of workplace health and safety responsibilities and operational risk management.

- Knowledge of facilities services, workplace maintenance, contractor management, and supplier performance.

- An understanding of budget control, purchasing, invoice validation and approval processes.

- Knowledge of governance, service standards, business continuity, and continuous improvement in an operational environment.




Qualifications

- An IOSH, NEBOSH or equivalent health and safety qualification is desirable.

- Facilities management training or a relevant professional qualification is desirable.

- First Aid and Fire Marshal training, or a willingness to complete the required training.




Skills and other relevant information

- Experience managing office services, workplace, facilities or a comparable operational support function.



- Demonstrable experience of leading, coaching and developing employees.

- Experience managing workplace technology such as desk booking systems.

- Ability to manage competing priorities in a busy, service-focused environment.

- Experience developing procedures, embedding service standards, and supporting continuous improvement.

- Strong written and verbal communication skills, including experience of preparing management information and reports.

- Strong Microsoft Office skills.

- Experience supporting multiple locations, office moves, refurbishments, or workplace change projects is desirable.

- Experience in financial services, another regulated environment or supporting sustainability initiatives is desirable.

- This London-based role requires a presence across 1 Angel Court and 4 Moorgate five days a week.

- Flexibility may be required to support planned works, incidents, office moves or projects outside normal working hours.

- Occasional travel to other office locations may be required.