Workplace Experience Coordinator

Role Purpose & Context

Role Summary

The Workplace Experience Coordinator is responsible for the day-to-day operational support that keeps our office a pleasant and productive place. You'll be the go-to person for all sorts of requests, making sure meeting rooms are set up, supplies are stocked, and any little hiccups in the building get sorted quickly. This role sits right at the heart of our Realestate Facilities Management team, acting as the first line of support for our employees and ensuring our physical space genuinely supports their work. When you do this job well, people barely notice you're there because everything just works. The office feels effortless, and employees can focus on their jobs without distractions. If things aren't running smoothly, though, it can quickly become a source of frustration, impacting productivity and overall morale. The challenge here is juggling many small, urgent tasks while still keeping an eye on the bigger picture of office comfort. The reward? Seeing people genuinely happy and productive because you've made their day a little bit easier.

Reporting Structure

• Reports to: Workplace Experience Manager
• Direct reports:
• Matrix relationships: Facilities Assistant, Office Services Coordinator, Workplace Support Associate, Front of House Coordinator,

Key Stakeholders

Internal:

• All Employees (as service recipients)
• IT Support Team (for technical issues in meeting rooms)
• HR Team (for new joiner setups)
• Office Leadership (for specific requests)

External:

• Cleaning Contractors
• Catering Suppliers
• Maintenance Technicians (e.g., HVAC, plumbing)
• Security Guards

Organisational Impact

Scope: This role directly impacts employee satisfaction and productivity by ensuring a functional, comfortable, and safe working environment. A well-run office means fewer distractions and a better overall experience, which helps us keep our people happy and engaged. Frankly, if the basics aren't right, everything else suffers.

Performance Metrics

Quantitative Metrics

1. Metric: Ticket Resolution Time (Tier 1)
2. Desc: How quickly you close out basic service requests submitted through our system.
3. Target: Resolve 90% of Tier 1 tickets within 4 hours.
4. Freq: Weekly review of ticketing system reports.
5. Example: If 10 out of 11 'lightbulb needs changing' or 'desk wobbly' tickets are closed within four hours, you're hitting the mark.
6. Metric: Employee Satisfaction (CSAT) for Services
7. Desc: Feedback from employees on services you've directly provided or coordinated, like meeting room setups or supply requests.
8. Target: Achieve a >4.5/5 score on service feedback surveys.
9. Freq: Monthly average from post-service surveys.
10. Example: After you've helped set up a big meeting or restocked the kitchen, we'll send a quick survey. We're looking for consistent positive feedback.
11. Metric: Checklist Accuracy & Completion
12. Desc: How accurately and completely you follow established checklists for daily tasks like room setups, kitchen stocking, and mailroom duties.
13. Target: 99% accuracy on daily operational checklists.
14. Freq: Weekly spot checks by your manager.
15. Example: If the 'Monday Morning Office Check' checklist has 20 items, we expect 19-20 of them to be correctly completed and signed off.
16. Metric: Inventory Management Accuracy
17. Desc: Keeping track of office supplies and ensuring we don't run out of essentials, or order too much.
18. Target: Maintain 95% accuracy for critical office supplies (e.g., printer toner, coffee beans).
19. Freq: Monthly stocktake and reconciliation.
20. Example: We'll check the stock levels against what's recorded. If we say we have 10 reams of paper, we should actually have at least 9 or 10.

Qualitative Metrics

1. Metric: Proactive Problem Spotting
2. Desc: Your ability to notice potential issues before they become actual problems for employees.
3. Evidence: You flag a flickering light in a meeting room before someone complains. You notice a coffee machine is running low and refill it without being asked. You spot a loose cable that could be a trip hazard and fix it or report it.
4. Metric: Helpful & Approachable Demeanour
5. Desc: How employees perceive you when they approach you with a request or issue.
6. Evidence: Employees consistently mention your helpfulness in informal feedback or direct comments to your manager. You're seen as the 'go-to' person for quick fixes and questions, not someone to be avoided. You handle requests with a smile, even when they're a bit silly.
7. Metric: Adherence to Safety Protocols
8. Desc: Consistently following health and safety guidelines in all your tasks.
9. Evidence: You always use the correct signage for wet floors. You know where the first aid kits and fire extinguishers are. You report any safety hazards immediately and correctly, following our internal processes.
10. Metric: Team Collaboration & Support
11. Desc: How well you work with your manager and other team members.
12. Evidence: You offer to help colleagues when your own tasks are complete. You communicate clearly about your workload and any challenges you're facing. You're reliable for covering tasks when others are out.

Primary Traits

• Trait: The Empathetic Host
• Manifestation: You're the sort of person who genuinely cares if someone's chair is wobbly or if the coffee machine is out of order. You listen to employee complaints without getting defensive, even if it's about something trivial. You might even remember that Sarah in Marketing prefers decaf. You'll proactively check in with new joiners, making sure they've found their desk and know where the loos are.
• Benefit: Honestly, you're the human face of our building. When an employee feels heard about a small issue, it builds trust and makes them feel valued. That directly impacts their overall engagement and how they feel about working here. A good experience starts with feeling looked after.
• Trait: Calm in a Storm
• Manifestation: When the fire alarm goes off (and it will, probably for a false alarm), you'll follow the protocol calmly instead of panicking. If a last-minute request comes in for a big meeting setup, you'll methodically work through the checklist rather than getting flustered. You can de-escalate a tense situation, say, with a disgruntled employee who can't find their favourite pen, without losing your cool.
• Benefit: For the physical space, you're often the first responder. When something unexpected happens – a plumbing issue, a power flicker, or someone stuck in the lift – everyone looks to you. Your composure prevents chaos and helps us sort things out quickly and safely. It's about being the steady hand when things get a bit wobbly.
• Trait: Process-Minded & Organised
• Manifestation: You're the kind of person who naturally makes a checklist for setting up an event, even if it's a small one. You'll make sure the end-to-end process for onboarding a new employee (desk, access card, locker) is followed to the letter. You'll insist on using our ticketing system (ServiceNow) for requests, even if someone tries to grab you in the corridor, because you know it's the right way to track things.
• Benefit: Without good processes, this whole function falls apart. It becomes reliant on one person's memory, which isn't sustainable. A process-driven approach means we deliver consistent service, whether we have 50 or 500 employees, and it helps us figure out how to do things even better next time. It's about making sure nothing gets missed.

Supporting Traits

• Trait: Resilient
• Desc: You can bounce back after a day full of trivial complaints or when a small event doesn't go perfectly. You don't take things too personally.
• Trait: Proactive Spotter
• Desc: You're good at noticing things that need doing before someone else points them out – a low coffee supply, a messy desk area, a lightbulb that's about to go.
• Trait: Curious Learner
• Desc: You're keen to understand how things work, from the booking system to the basics of the building's infrastructure, and you're always asking 'why?' or 'how can I help?'
• Trait: Tech-Savvy Enough
• Desc: You're comfortable using new apps and software for bookings, ticketing, and basic reporting. You don't need to be an expert, but you're not afraid to try.

Primary Motivators

1. Motivator: Making People's Day Easier
2. Daily: You get a real kick out of solving someone's problem, no matter how small. Seeing a colleague smile because you fixed their chair or found them a quiet meeting room is genuinely rewarding for you.
3. Motivator: Being Organised & Efficient
4. Daily: You love a good checklist and the satisfaction of ticking things off. You enjoy creating order out of chaos, making sure everything is where it should be and processes are followed.
5. Motivator: Being the Go-To Person
6. Daily: You like being the person people come to for help with office-related queries. You enjoy knowing the answers or knowing where to find them, and being seen as a reliable point of contact.

Potential Demotivators

Honestly, this role isn't for you if you need constant strategic challenges or get easily frustrated by repetitive tasks. You'll spend a fair bit of time on what some might call 'admin' or 'housekeeping'. If you need to see every piece of your work lead to a big, visible project, you might struggle here. The reality is, much of your work is about preventing problems, which often goes unnoticed when successful.

Common Frustrations

1. Dealing with trivial complaints ('someone stole my yogurt from the fridge').
2. Repetitive tasks that feel a bit like 'groundhog day' (e.g., restocking the same items daily).
3. Being asked to do things 'off-system' (e.g., via a quick chat instead of a ticket), which messes up tracking.
4. When things break, and you're the first to hear about it, but you have to wait for a vendor to fix it.
5. The 'Magic Wand' expectation: people want things fixed instantly, even if it's a complex issue.

What Role Doesn't Offer

1. High-level strategic planning or budget ownership (that comes later).
2. A quiet, solitary work environment; you'll be interacting with people constantly.
3. Predictable, 'set-it-and-forget-it' tasks; there's always something new popping up.
4. Immediate, dramatic career progression; this is a foundational role.

ADHD Positives

1. The varied nature of tasks and constant interaction can be really engaging and prevent boredom. You'll often be moving around, which can help with focus and energy.
2. The immediate feedback loop of solving a problem for someone can be very motivating and satisfying.
3. The need to quickly switch between different types of requests means you won't be stuck on one thing for too long.

ADHD Challenges and Accommodations

1. The constant interruptions and ad-hoc requests might make it tricky to focus on longer administrative tasks. We can help with noise-cancelling headphones or dedicated 'focus time' slots.
2. Keeping track of multiple small requests can be overwhelming. We use a ticketing system (ServiceNow) to keep everything organised, and your manager will help you prioritise.
3. Repetitive tasks, like daily stocking, might feel monotonous. We can explore ways to gamify these or rotate tasks with other team members if possible.

Dyslexia Positives

1. This role is very hands-on and relies heavily on practical problem-solving and face-to-face communication, rather than extensive written reports.
2. Strong visual-spatial skills can be a real asset when setting up rooms, managing layouts, or spotting potential issues in the physical space.
3. The ability to think creatively about solutions to unexpected problems is highly valued.

Dyslexia Challenges and Accommodations

1. There will be some documentation and email communication. We use tools with good spell-check and grammar features, and your manager can proofread important messages.
2. Following multi-step written instructions might be tricky. We can provide instructions in visual formats (diagrams, videos) or break them down into smaller, clearer steps.
3. Reading long vendor contracts or policy documents could be challenging. We can summarise key points verbally or use text-to-speech software.

Autism Positives

1. The role often involves following clear processes and checklists, which can be very reassuring and effective.
2. A strong attention to detail, particularly in spotting discrepancies or ensuring things are 'just right', is a huge advantage in facilities management.
3. The ability to focus intently on a task until it's perfectly completed can lead to excellent service delivery.

Autism Challenges and Accommodations

1. Unexpected changes to routines or last-minute urgent requests can be unsettling. We try to minimise these, but when they happen, your manager will provide clear, direct communication.
2. The constant social interaction and unpredictable nature of employee requests might be draining. We can schedule 'quiet time' for administrative tasks or provide a designated quiet space if needed.
3. Interpreting nuanced social cues might be challenging. We encourage direct, clear communication from everyone, and your manager will be a point of contact for any misunderstandings.

Key Responsibilities

Experience Levels Responsibilities

1. Level: Entry Level (0-2 years)
2. Responsibilities: Respond to incoming service requests through our ticketing system (ServiceNow), typically for things like desk adjustments, temperature queries, or lost property. You'll aim to close 90% of these within 4 hours.
3. Set up and reset meeting rooms daily, making sure the tech works, chairs are tidy, and whiteboards are clean. This means following a clear checklist, and you'll probably do this 2-3 times a day for various rooms.
4. Manage office supplies, which means restocking kitchens (coffee, milk, snacks) and stationery cupboards. You'll keep an eye on stock levels and flag to your manager when we need to order more.
5. Assist with new employee onboarding from a facilities perspective, helping them find their desk, explaining how the booking system works, and issuing their access card. It's about making their first day smooth.
6. Conduct daily 'walk-arounds' of the office, spotting any issues like messy areas, broken equipment, or potential safety hazards. You'll either fix them on the spot or log them in the system for someone else to sort.
7. Support office events, from small internal meetings to larger company gatherings. This might involve moving furniture, setting up catering, or making sure AV equipment is ready. You'll work from a detailed plan.
8. Help manage incoming and outgoing mail and deliveries, making sure packages get to the right people and post goes out on time. Yes, it's basic, but crucial for keeping things moving.
9. Supervision: You'll have daily check-ins with your Workplace Experience Manager. All your tasks will be clearly assigned, and your work will be reviewed regularly. Think of it as having a safety net while you learn the ropes.
10. Decision: No independent decisions on anything outside of pre-defined procedures. You'll escalate anything unusual or outside your standard tasks to your manager. For example, if a vendor suggests a change, you'll pass that straight up.
11. Success: You're successful if service requests are handled quickly and accurately, employees are happy with the basic office environment, and you consistently follow all established procedures. Essentially, you're making the office run like clockwork, even if it's behind the scenes.

Decision-Making Authority

• Type: Handling an urgent maintenance issue (e.g., burst pipe)
• Entry: Immediately contact your Workplace Experience Manager and follow their instructions. You'll help secure the area if it's safe to do so, but won't make decisions on contractors or repairs.
• Mid: Assess the immediate impact, contact the appropriate vendor from an approved list, and inform your manager. You'd follow up on the vendor's arrival and initial assessment.
• Senior: Take charge of the incident, coordinating vendors, communicating with affected teams, and making decisions on temporary solutions or alternative arrangements within a pre-approved budget. Inform leadership once the situation is under control.
• Type: Ordering new office supplies
• Entry: Check current stock levels against a minimum threshold, then raise a request with your manager for approval, listing exact items and quantities.
• Mid: Manage the monthly supply budget for your assigned area (£500-£1,000), placing orders with approved vendors and tracking spend. You'd flag any significant deviations to your manager.
• Senior: Review overall office supply consumption trends, negotiate better rates with suppliers, and make recommendations for new, more sustainable products. You'd manage a larger budget (e.g., £5K-£10K quarterly).
• Type: Responding to a complex employee complaint (e.g., ongoing noise issue)
• Entry: Listen empathetically, log the issue in ServiceNow, and immediately escalate it to your Workplace Experience Manager for their guidance. You won't offer solutions.
• Mid: Investigate the complaint, gather more information, and propose potential solutions to your manager (e.g., 'could we move their desk?'). You'd then communicate the agreed-upon plan to the employee.
• Senior: Develop a strategy to address the issue, potentially involving multiple departments (HR, IT), and implement a solution. You'd track the effectiveness and communicate directly with the employee and relevant stakeholders.

Competency Requirements

Foundation Skills (Transferable)

These are the bedrock skills that everyone in our team needs, no matter their level. They're about how you work with people, solve problems, and keep things moving. For an entry-level role, we're looking for a solid foundation that we can build upon.

• Category: Communication & Interpersonal Skills
• Skills: Active Listening: Genuinely hearing and understanding employee requests and concerns, even when they're vague.
• Clear Verbal Communication: Explaining simple procedures or giving directions in a way that's easy to understand.
• Professional Written Communication: Drafting clear, concise emails for basic requests or updates (e.g., 'your package has arrived').
• Customer Service Mindset: Always aiming to help and provide a positive experience for colleagues.
• Category: Problem-Solving & Initiative
• Skills: Basic Problem Identification: Spotting when something isn't right (e.g., a printer isn't working, a light is out).
• Following Procedures: Consistently applying established steps to resolve routine issues.
• Resourcefulness: Knowing who to ask or where to look (e.g., the O&M manuals) when you don't immediately know the answer.
• Taking Initiative (within scope): Doing small, obvious tasks without being asked (e.g., tidying a communal area).
• Category: Organisation & Adaptability
• Skills: Task Prioritisation: Managing multiple small requests and knowing which ones need attention first (with manager guidance).
• Time Management: Keeping track of your daily tasks and completing them within reasonable timeframes.
• Attention to Detail: Noticing small things that make a big difference (e.g., a misplaced item, a dirty surface).
• Flexibility: Being able to switch tasks quickly when an urgent request comes in, and adapting to minor changes in plans.

Functional Skills (Role-Specific Technical)

These are the specific skills and tools you'll use day-to-day to manage our physical workplace. For this entry-level role, we're looking for a willingness to learn and a basic understanding, not necessarily deep expertise.

Technical Competencies

• Skill: Basic Health, Safety & Wellbeing Compliance
• Desc: Understanding fundamental health and safety rules (e.g., fire exits, trip hazards, basic ergonomics) and knowing how to report issues.
• Level: Basic
• Skill: Space Utilisation Fundamentals
• Desc: Understanding concepts like hot-desking or meeting room booking, and how to help employees use these systems effectively.
• Level: Basic
• Skill: Vendor Interaction (Support Level)
• Desc: Knowing how to communicate clearly with cleaning staff, caterers, or maintenance teams when reporting an issue or passing on a request.
• Level: Basic
• Skill: Employee Journey Awareness
• Desc: Recognising the key touchpoints an employee has with the office environment from arrival to departure, and how your actions impact that journey.
• Level: Basic

Digital Tools

• Tool: ServiceNow (or similar ticketing system)
• Level: Intermediate
• Usage: Logging, updating, and resolving employee service requests; running basic pre-defined reports on your own ticket volume.
• Tool: Microsoft Outlook/Google Workspace (Calendar, Email)
• Level: Intermediate
• Usage: Managing your own schedule, booking meeting rooms, sending and receiving professional emails, coordinating with team members.
• Tool: Robin/Condeco/Envoy Desks (or similar space booking app)
• Level: Intermediate
• Usage: Assisting employees with desk and meeting room bookings; pulling weekly utilisation reports for your manager.
• Tool: Microsoft Teams/Slack (or similar collaboration tool)
• Level: Basic
• Usage: Communicating with your team, asking quick questions, receiving updates on office-wide announcements.
• Tool: Basic Microsoft Excel/Google Sheets
• Level: Basic
• Usage: Maintaining simple checklists, basic inventory tracking, or inputting data into existing spreadsheets.

Industry Knowledge

• Area: Office Operations Best Practices
• Desc: Understanding common practices for managing a professional office environment, including mailroom, reception, and general upkeep.
• Area: Basic Building Systems Awareness
• Desc: Knowing what a BMS is, who to call for HVAC issues, or where the main fuse box is (without needing to touch it yourself!).
• Area: Vendor Types & Roles
• Desc: Recognising the different types of external service providers (e.g., cleaning, security, catering) and their general responsibilities.

Regulatory Compliance Regulations

• Reg: Health and Safety at Work Act 1974 (UK)
• Usage: Understanding your personal responsibility for safety, identifying obvious hazards, and knowing how to report incidents or concerns.
• Reg: Fire Safety Regulations (UK)
• Usage: Knowing evacuation routes, assembly points, and the location of fire-fighting equipment; participating in fire drills.

Essential Prerequisites

• A genuine 'can-do' attitude and a willingness to learn new systems and processes quickly.
• Previous experience (even part-time) in a customer-facing role, demonstrating good interpersonal skills.
• Proven ability to follow instructions accurately and complete tasks reliably.
• Basic computer literacy, comfortable with email, calendars, and simple data entry.
• A good level of physical fitness, as this role involves moving around the office, lifting light items, and being on your feet quite a bit.

Career Pathway Context

These are the foundational skills we expect you to bring with you. We'll build on these, teaching you the specifics of our systems and processes. Think of it as having a driving licence before we teach you to drive our specific company van.

Qualifications & Credentials

Emerging Foundation Skills

• Skill: Basic Data Interpretation for Workplace Trends
• Why: We're collecting more and more data on how our offices are actually used – from desk bookings to energy consumption. Even at your level, understanding what these numbers mean at a basic level will help you spot trends and contribute to better decisions.
• Concepts: [{'concept_name': 'Occupancy Rates', 'description': 'Understanding what percentage of desks or rooms are being used at different times.'}, {'concept_name': 'Peak Usage Times', 'description': 'Identifying when the office is busiest and quietest.'}, {'concept_name': 'Feedback Sentiment', 'description': 'Recognising common themes in employee feedback, even from simple surveys.'}, {'concept_name': 'Energy Consumption Basics', 'description': 'Understanding how simple actions (like turning off lights) impact energy use.'}]
• Prepare: This week: Ask your manager to show you one of our basic space utilisation dashboards and explain what the numbers mean.
• This month: Start paying attention to the busiest times in the office and compare that to any data you see.
• Month 2: Try to summarise common themes from employee feedback you receive, even if it's just a mental note.
• Month 3: Read one article about 'hybrid work trends' or 'smart office technology' to get a feel for the bigger picture.
• QuickWin: When you're doing your daily walk-arounds, start to consciously observe how many desks are free or how busy the communal areas are. It's about building that observational muscle.

Advancing Technical Skills

• Skill: Advanced Ticketing System Usage (e.g., ServiceNow)
• Why: Our ticketing system isn't just for logging requests anymore; it's becoming a hub for knowledge, automation, and even basic reporting. Being able to use it more effectively will make you much more efficient.
• Concepts: [{'concept_name': 'Knowledge Base Contribution', 'description': "Adding simple 'how-to' articles for common employee questions."}, {'concept_name': 'Basic Workflow Understanding', 'description': 'Knowing how tickets move between teams and what triggers different actions.'}, {'concept_name': 'Custom Views & Filters', 'description': 'Setting up your own personalised views to manage your workload more effectively.'}, {'concept_name': 'Automated Responses', 'description': 'Understanding how automated replies work and suggesting improvements to them.'}]
• Prepare: This week: Explore the ServiceNow knowledge base and see what's already there.
• This month: Ask your manager to show you how to create a custom filter for your own tickets.
• Month 2: Identify one common question you get that isn't in the knowledge base and draft a simple answer for it.
• Month 3: Look for opportunities where an automated response could save you time on a repetitive query.
• QuickWin: Start using the internal search function in ServiceNow for every query before you ask a colleague. You'll be surprised what you can find.
• Skill: Smart Office App Proficiency (e.g., Robin, Envoy)
• Why: These apps are constantly evolving, adding new features for wayfinding, amenity booking, and even employee communication. Being comfortable with these updates means you can better support employees and troubleshoot issues.
• Concepts: [{'concept_name': 'Troubleshooting Common App Issues', 'description': "Helping employees when they can't book a desk or find a room in the app."}, {'concept_name': 'New Feature Adoption', 'description': 'Understanding and explaining any new features rolled out in the app.'}, {'concept_name': 'Integration Awareness', 'description': 'Knowing how the booking app connects to calendars (Outlook/Google) or access control systems.'}, {'concept_name': 'User Feedback Collection', 'description': 'Gathering and relaying employee suggestions for app improvements.'}]
• Prepare: This week: Make sure you're using the office app for all your own bookings and interactions.
• This month: Explore every menu and setting in the app to understand its full capabilities.
• Month 2: Ask colleagues if they have any frustrations with the app and try to find solutions or suggest improvements.
• Month 3: Read any release notes or updates for the app to stay current with new features.
• QuickWin: Become the 'go-to' person for basic app questions among your peers. The more you help others, the more you'll learn.

Education Requirements

• Level: Minimum
• Req: GCSEs (or equivalent) in English and Maths at Grade 4 (C) or above.
• Alts: We're open to candidates who can demonstrate equivalent practical experience in a customer service or administrative role, even if they don't have formal qualifications.
• Level: Preferred
• Req: An NVQ Level 3 in Business Administration, Customer Service, or Facilities Services.
• Alts: While not essential, these qualifications show a structured approach to learning and a foundational understanding of relevant areas. Again, practical experience can often be just as valuable.

Experience Requirements

You'll need roughly 0-2 years of experience in a customer-facing or administrative support role. This could be anything from retail or hospitality to a busy office reception. What really 'counts' is demonstrating you can interact professionally with people, follow processes, and handle day-to-day tasks reliably. We're looking for potential and a great attitude, not necessarily direct facilities experience.

Preferred Certifications

• Cert: IOSH Working Safely
• Prod: Institution of Occupational Safety and Health (IOSH)
• Usage: Shows a good foundational understanding of workplace safety, which is crucial in our line of work. It helps you spot hazards and understand your responsibilities.
• Cert: First Aid at Work
• Prod: Various accredited providers (e.g., St John Ambulance)
• Usage: Being a certified first aider is always a valuable asset in any office environment and shows a commitment to employee wellbeing.

Recommended Activities

• Shadowing experienced colleagues in different areas of facilities management (e.g., with the cleaning supervisor, or a maintenance technician) to understand their roles.
• Attending internal training sessions on new office systems or software as they're rolled out.
• Reading industry blogs or newsletters to stay informed about trends in workplace experience and facilities.
• Actively seeking feedback from your manager and colleagues to identify areas for personal growth.

Career Progression Pathways

Entry Paths to This Role

• Path: Customer Service Representative/Assistant
• Time: 1-2 years
• Path: Office Administrator/Receptionist
• Time: 1-2 years
• Path: Hospitality Assistant/Front of House
• Time: 1-2 years

Career Progression From This Role

• Pathway: Workplace Experience Specialist
• Time: 2-3 years in the Coordinator role

Long Term Vision Potential Roles

• Title: Senior Workplace Experience Specialist
• Time: 5-8 years
• Title: Workplace Experience Manager
• Time: 8-12 years
• Title: Manager, Workplace Strategy
• Time: 12-16 years

How Zavmo Delivers This Role's Development

DISCOVER Phase: Skills Gap Analysis

Zavmo maps your current competencies against all requirements in this job description through conversational assessment. We evaluate your foundation skills (communication, strategic thinking), functional skills (CRM expertise, negotiation), and readiness for career progression.

Output: Personalised skills gap heat map showing strengths and priorities, estimated time to competency, neurodiversity accommodations.

DISCUSS Phase: Personalised Learning Pathway

Based on your DISCOVER results, Zavmo creates a personalised learning plan prioritised by impact: foundation skills first, then functional skills. We adapt to your learning style, pace, and neurodiversity needs (ADHD, dyslexia, autism).

Output: Week-by-week schedule, each module linked to specific job responsibilities, checkpoints and milestones.

DELIVER Phase: Conversational Learning

Learn through conversation, not boring modules. Zavmo uses 10 conversation types (Socratic dialogue, role-play, coaching, case studies) to build competence. Practice difficult QBR presentations, negotiate tough renewals, and handle churn conversations in a safe AI environment before facing real clients.

Example: "For 'Stakeholder Mapping', Zavmo will guide you through analysing a complex enterprise account, identifying key decision-makers, and building an engagement strategy."

DEMONSTRATE Phase: Competency Assessment

Zavmo automatically builds your evidence portfolio as you learn. Every conversation, practice scenario, and application example is captured and mapped to NOS performance criteria. When ready, your portfolio supports OFQUAL qualification claims and demonstrates competence to employers.

Output: Competency matrix, evidence portfolio (downloadable), qualification readiness, career progression score.