Site Workplace Champion

1. Purpose of the Job – State concisely the aim of the job.

§ Deliver Customer Service training to all Sodexo team members.

§ Encourage and drive customer feedback to meet KPI’s

§ Stakeholder engagement

§ Act as preferred point of contact for employee experience on the site they are based on.

§ Take ownership of the personalized experience of customers, employees and guests: Welcome with a smile and a can-do attitude.

§ Visible point of contact for all employees in the site they are based on.

§ Internal/ External Food Booking, event booking, special booking like flowers etc.

§ Meeting room enquires, Basic Tech enquiries

§ Event schedule information

§ Develop relationships and find creative ways to accommodate special requests from Customers, Employees, and guests.

§ Visitor welcome and management.

§ Direction to allied support (outside of facilities) eg.IT hardware borrowing, etc.

§ Support customers, employees and guests for wayfinding and updating wayfinding solutions.

§ Manage personal deliveries.

§ Collate content from different parts of the organization and ad hoc content creation for site information screens.

§ Lead and support community initiatives, to develop connections between colleagues (physically and virtually).

§ Support event management, town halls etc.

§ Familiar with all workplace policies, guidelines for the site (e.g., OHS etc.)

§ Daily workplace walks to review site – organize the refill stationary, check meeting room set up and standards, general cleanliness levels, logging maintenance requests etc.

2. Context and main issues – Describe the most difficult types of problems the jobholder has to face (internal or external to Sodexo) and/or the regulations, guidelines, practices that are to be adhered to.

§ Lead on the implementation of Employee Experience initiatives on their site

§ Ensure a smooth user journey in all site service areas – getting the basics right.

§ Awareness of and alignment to Tetra Pak’s 2030 Strategy in relation to Service Experience areas.

§ Encourage Sodexo Site team to deliver fast, effective and satisfaction driven Service Requests management

§ Continuously improving customer satisfaction.

§ Site Teams are providing a great customer service: friendly, knowledgeable, and helpful.

§ Awareness of data on how all services on site are performing. Supporting as needed in improving or building on results.

§ Support and help promote other strategies Sodexo or Tetra Pak maybe running on site.

§ Maintain a good working relationship with the Global Employee Experience Lead to ensure alignment to the global strategies, processes, tools, methods, training and implement any changes or initiatives on their site.

3. Main assignments – Indicate the main activities / duties to be conducted in the job.

Customer Services Co-ordination

• Preferred point of contact of employees regarding on-site and off-site services
• Provide information on site services and advise customers on the usage of the services.
• Collect knowledge of the local Tetra Pak customers to ensure the needed adaptation of services on site and enhance personalized experience.
• Liaise between the local Sodexo IFM team, the General Services Manager and Tetra Pak FREM Team to ensure alignment (and other suppliers if applicable).
• Ensure reporting on the utilization of services and overall engagement for the site they are based at.
• Ensures / provides answer to the residents, and tracks issue resolution.
• When required, put in place, and deliver an action plan to resolve any issues (the role holder will be Accountable for the remedy, and depending on the topic, the GSM and/or Tetra Pak FREM Team will be Responsible).

Events & Community Management

• Develop & manage network with Site Sodexo Team, customers, and Tetra Pak FREM Team.
• Build relationships to facilitate the sense of Community on site.
• Coordinate, schedule and oversee activities/events, from ideation to implementation as requested by client.
• Collaborate with client’s teams to co-create calendar of events and activities focusing on employee’s experience and satisfaction.
• Track relevant event management metrics, i.e., repeat attendance, engagement, satisfaction, etc.

Workplace Experience of Employees & Satisfaction Monitoring

• Ensure user feedback collection with the Site Sodexo Team at various touch points and from the different channels you may have available on your site (global App / QR Code Survey Results / End User Survey / Stakeholder Satisfaction Survey/ mystery guests/ F2F interactions/ listening groups…).
• Analyse feedback and share Site reporting with appropriate audience (“you said, we did” comms, site reporting, /regions, /touch points, business reviews…).
• Ensures user satisfaction is considered into all appropriate site decisions.

Tetra Pak Hospitality Management Culture

• Undertake Tetra Pak Hospitality Culture Training.
• Ensure site teams and new team members are trained in the Tetra Pak Hospitality Culture.
• Conduct on site Hospitality Culture audits and ensure regular HM tips reminders / key services behaviours for local teams (acculturation / continuous trainings).
• If needed, retrain site teams on the Hospitality Culture.
• Embody Hospitality Management ethos.
• Ensure Continuous Improvement in the Site Employee Experience with active participation in Tetra Pak Global Workplace Champion community.

1. Accountabilities – Give the 3 to 5 key outputs of the position vis-à-vis the organization; they should focus on end results, not duties or activities.

• Support the delivery and/or improvement of Employee Experience targets/KPI’s on their sites.
• Support the integration of appropriate Employee Experience Services, as appropriate, at their site.
• Demonstrable results regarding creation of a Site Community and Customer Satisfaction on their site.
• Engage with local Tetra Pak FREM Team and Sodexo team to develop and deliver on their site employee experience needs.
• Cultivate and maintain a sense of community on their site.

2. Person Specification – Indicate the skills, knowledge, and experience that the job holder should require to conduct the role effectively

§ Strong work ethics and an understanding of corporate requirements and processes.

§ Minimum 5 years’ experience in relevant roles.

§ Hospitality Management trained

§ Minimum language requirements English + local language

§ Excels / data management

§ Good FM knowledge base (soft & hard services)

§ Good Communication and relationship management skills

§ Matrix organization experience

§ International background with exposure to multicultural environments