Full job descriptionJob Purpose
The Welcome Experience Specialist delivers an exceptional first impression for all guests and colleagues, taking personal ownership for providing a warm, professional, and seamless welcome. This role blends premium customer service, security awareness, visitor coordination, and close collaboration with the wider Workplace Experience team.
Welcome Experience Specialists embody SPS values: no request is too big and no detail is too small. They create a memorable, personalised experience while maintaining strong security awareness, knowing when to be discreet and when to go the extra mile.
Key Responsibilities Guest Welcome & Front-of-House Service
*Greet all guests and PwC staff warmly and professionally, creating a polished and positive first impression.
*In regional offices, provide full reception welcome services and coordinate smoothly with landlord teams.
*Deliver concierge-style service using strong knowledge of office spaces and the local area.
*Anticipate needs, resolve issues promptly, and consistently exceed customer expectations.
*Support security protocols including access control, contractor coordination, badge hosting, and tailgating prevention.
*Remain vigilant during penetration tests and uphold all security procedures.
Meeting Room & Bookings Support
*Coordinate and monitor client meeting room and event bookings.
*Maximise room utilisation and ensure smooth, customer-focused operations.
*Liaise with offsite booking teams and catering suppliers.
*Assist with hospitality and refreshments for client meetings.
Events Support
*Deliver end-to-end event support including room allocation, layout planning, seating, and hospitality requirements.
*Send required 24-hour booking confirmations.
*Support visitor flow to enhance the event experience.
*Troubleshoot event issues, create pre-event schedules, and compile post-event feedback.
*Collaborate with central events teams on multi-site events.
Support for Workplace Experience Team
*Provide additional support to Workplace Experience Specialists where needed.
*Actively contribute to high service standards across all One Team service lines.
One Team Collaboration
*Work closely with all One Team suppliers to deliver a consistent, integrated service.
*Proactively complete quick fixes ("ten-second tasks") to maintain high standards across the workspace.
Skills & Experience
*Experience in workplace services, hospitality, front-of-house, or facilities roles.
*Excellent customer service and communication skills, confident with all stakeholder levels.
*Skilled in Microsoft Teams, MS Office, ServiceNow, EMS, and workplace technologies.
*Confident supporting AV, IT peripherals, and office equipment.
*Well-organised, adaptable, and able to handle both planned and reactive tasks.
*Calm, responsive, and solutions-driven when dealing with incidents or queries.
Health & Safety
*Report any equipment or process issues affecting safety or service delivery.
*Use work equipment and PPE correctly and in line with all training.
*Escalate training needs or concerns to your line manager.
*Follow all SPS policies and procedures consistently.
Equal Opportunities
SPS is committed to an inclusive and diverse workplace. Employee networks support gender equality, LGBTQIA+ colleagues, neurodiversity, disability, wellbeing, cultural identity, menopause, domestic abuse support, and men’s wellbeing. SPS is a Disability Confident employer and provides reasonable adjustments, with guaranteed progression to the next stage for eligible disabled applicants.