Purpose of the Job – State concisely the aim of the job.
§ Collate content from different parts of the organization and ad hoc content creation for site information screens.
§ Direction to allied support (outside of facilities) eg.IT hardware borrowing, etc.
§ Stakeholder engagement
§ Familiar with all workplace policies, guidelines for the site (e.g., OHS etc.)
§ Visible point of contact for all employees in the site they are based on.
§ Visitor welcome and management.
§ Act as preferred point of contact for employee experience on the site they are based on.
§ Internal/ External Food Booking, event booking, special booking like flowers etc.
§ Deliver Customer Service training to all Sodexo team members.
§ Encourage and drive customer feedback to meet KPI’s
§ Lead and support community initiatives, to develop connections between colleagues (physically and virtually).
§ Daily workplace walks to review site – organize the refill stationary, check meeting room set up and standards, general cleanliness levels, logging maintenance requests etc.
§ Event schedule information
§ Take ownership of the personalized experience of customers, employees and guests: Welcome with a smile and a can- do attitude.
§ Develop relationships and find creative ways to accommodate special requests from Customers, Employees, and guests.
§ Support event management, town halls etc.
§ Manage personal deliveries.
§ Meeting room enquires, Basic Tech enquiries
§ Support customers, employees and guests for wayfinding and updating wayfinding solutions.
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.
§ 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.
§ Lead on the implementation of Employee Experience initiatives on their site
§ Continuously improving customer satisfaction.
§ Encourage Sodexo Site team to deliver fast, effective and satisfaction driven Service Requests management
§ Awareness of and alignment to Tetra Pak’s 2030 Strategy in relation to Service Experience areas.
§ Ensure a smooth user journey in all site service areas – getting the basics right.
Main assignments – Indicate the main activities / duties to be conducted in the job.
Customer Services Co- ordination
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.
Preferred point of contact of employees regarding on- site and off- site services
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).
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.
Events & Community Management
Collaborate with client’s teams to co- create calendar of events and activities focusing on employee’s experience and satisfaction.
Develop & manage network with Site Sodexo Team, customers, and Tetra Pak FREM Team.
Track relevant event management metrics, i.e., repeat attendance, engagement, satisfaction, etc.
Coordinate, schedule and oversee activities/events, from ideation to implementation as requested by client.
Build relationships to facilitate the sense of Community on site.
Workplace Experience of Employees & Satisfaction Monitoring
Ensures user satisfaction is considered into all appropriate site decisions.
Analyse feedback and share Site reporting with appropriate audience (“you said, we did” comms, site reporting, /regions, /touch points, business reviews…).
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…).
Tetra Pak Hospitality Management Culture
Embody Hospitality Management ethos.
Conduct on site Hospitality Culture audits and ensure regular HM tips reminders / key services behaviours for local teams (acculturation / continuous trainings).
Ensure Continuous Improvement in the Site Employee Experience with active participation in Tetra Pak Global Workplace Champion community.
Undertake Tetra Pak Hospitality Culture Training.
Ensure site teams and new team members are trained in the Tetra Pak Hospitality Culture.
If needed, retrain site teams on the Hospitality Culture.
