Workplace Concierge

Title: Workplace Concierge – Full time

Business Unit: Work Dynamics – Bendigo Bank

Location: Adelaide, VIC

Reporting to: Workplace Experience Manager

Key stakeholders: BEN Workplace Experience Lead, BEN Group Properties, BEN Staff, JLL Account Team, Landlord Operations Team

Direct reports: NIL

Duties & responsibilities

This position is responsible for delivering an outstanding occupant experience across the client portfolio. The role focuses on providing exceptional service in the workplace, with a human-centric and engagement-focused approach.

The role acts as point of contact for all Bendigo Bank staff and visitors regarding Workplace delivery and supports account initiatives by driving consistent implementation and delivery across the portfolio.

The role will assist with the day-to-day service delivery by the Workplace team and vendor partners, ensuring compliance to SOPs, delivery guides and SLAs. Provide and drive operational experience initiatives.

A key aspect of this role is engagement, interfacing not only with Bendigo Bank, but also other service partners such as Group Security, Property Operations, EA network, IT and Landlords as relevant, along with the lines of business and occupants as the ultimate service recipients.

Front of House Delivery

• Serve as the first point of contact for guests, employees, and key stakeholders
• Manage reception duties, including greeting visitors, providing access passes, and directing inquiries
• Being an initial contact point for new starters and ensure they feel welcome
• Supporting the mailroom function for internal staff

Client Engagement

• Implement client engagement strategies to support the national plan
• Build relationships with employees and stakeholders to foster a positive workplace community
• Provide timely and caring soft services that are authentic and responsive

Communication

• Assist in implementing internal communication strategies to improve culture and employee engagement
• Share regular event and celebrations content
• Adopt innovative communication strategies to enhance workplace experience

Event and Activation Support

• Assist in implementing monthly calendar of events
• Provide outstanding customer service and help organise memorable events aligned with client expectations and agreed processes
• Support the coordination of event orders with client, team, and vendors
• Conduct site tours highlighting spaces and activations

Operations Management

• Ensure delivery of all operational requirements as per the client scope of works, including mail and office services
• Follow operational procedures and performance measures to ensure consistency and reliability
• Comply with JLL and client Health, Safety, Environment, and Risk Management policies and procedures
• Address user complaints and concerns, providing solutions and follow-up

Employee Specifics

Sound like you? Why don’t you apply? To apply you need to be:

• Motivated self-starter with a strong customer service orientation
• Proactive with keen attention to detail and ability to balance multiple priorities
• Excellent verbal and written communication skills
• Adaptable in a fast-paced working environment
• Strong organizational and administration skills
• Would suit someone from a Retail, Hospitality or Corporate client services background.
• 1-2 years’ experience in hospitality, customer service, or related field

Performance objectives

• Client Focus & Relationship Management
• Demonstrates proactive & professional approach to customer service and stakeholder engagement.
• Ability to interact with a wide range of client staff, including senior levels.
• Ability to manage conflict and balance between client and firm requirements.
• Has a customer service-oriented attitude.
• Problem Solving & Strategic Thinking
• Capacity to deal with ambiguity and solve problems effectively.
• Analytical, proven ability to solve problems using a quantitative approach.
• Proven ability to employ holistic approaches and looks at long term solutions that may suit multiple sites.

Key skills

• Strong communicator with good presentation skills
• Passion for quality and eye for detail
• Self-motivated, confident, and energetic
• Ability to effectively deal with stressful situations
• Flexible and adaptable
• Goal-oriented and able to meet performance targets
• Team player with ability to cooperate and work well with others
• Exhibits honesty and trustworthiness
• Open to new ideas and willing to challenge the status quo