The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Workplace-related eNPS (Employee Net Promoter Score)
This measures how likely employees are to recommend our workplace as a great place to be. It's a key indicator of overall satisfaction with the physical environment and services.
Target · Year-over-year increase of 5+ points for your managed site(s) If last year's score was +30, we'd be aiming for +35 or higher this year. This isn't just a number; it tells us if our changes are actually making a difference.
Operating Expense (OpEx) Savings
This tracks how effectively you manage your budget, looking for smart ways to reduce costs without compromising service quality.
Target · Achieve 5-10% cost reduction through vendor consolidation, process efficiency, or renegotiation within your £500K-£2M budget. Identifying that consolidating two cleaning contracts into one saves £50K annually, or negotiating better rates for office supplies, directly contributes to this.
Space Utilisation Optimisation
This is about making sure we're using our office space as efficiently as possible, especially with hybrid work. It's about getting more bang for our buck from our footprint.
Target · Increase usable capacity by 15% without increasing physical footprint, or reduce unused space by 20%. Reconfiguring a rarely used meeting room into a flexible hot-desking zone, or proving we can accommodate 15% more staff in the same area through smart desk booking.
Vendor SLA Adherence & Performance
This measures how well our key service providers (cleaning, catering, security) meet their agreed-upon service levels, which you'll be overseeing.
Target · Maintain 95% compliance across key vendor SLAs, with no critical breaches. Ensuring the cleaning team consistently hits their daily checklist, or that catering deliveries are always on time and to standard for executive meetings.
Team Development & Engagement
How well you build, mentor, and motivate your team, ensuring they feel supported and are growing in their roles.
- Regular 1:1s, clear development plans for each team member, positive feedback from direct reports (e.g., in engagement surveys), low team turnover, and visible growth in team members' capabilities and confidence.
Strategic Influence & Collaboration
Your ability to work effectively with senior internal stakeholders and external partners, influencing decisions and driving alignment on workplace initiatives.
- Being proactively invited to strategic planning sessions, positive feedback from HR and IT leadership on joint projects, successful negotiation of vendor contracts, and your recommendations being adopted by senior management for significant changes.
Proactive Problem Solving & Risk Mitigation
Your knack for spotting potential issues before they become big problems and having a plan to deal with them.
- Identifying and addressing a potential security vulnerability before an incident occurs, successfully navigating a complex facilities issue (e.g., a major plumbing leak) with minimal disruption, and having robust emergency response plans that are regularly tested.
Workplace Programme Innovation
Your contribution to developing and implementing new programmes or initiatives that enhance the employee experience or operational efficiency.
- Launching a successful new wellness programme for the office, implementing a new sustainable waste management system, or introducing a new technology that significantly improves FOH operations, with clear positive feedback and adoption rates.
