Customer Experience Apprentice (Facilities Management Supervisor Level 3) GREAT PORTLAND ESTATES SERVICES LTD

We are currently looking to employ an apprentice within the Customer Experience team on an 18-month apprenticeship programme. The apprentice will rotate across three of our teams within the business at 6-month intervals, learning towards your Facilities Management Supervisor Level 3 accreditation.

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Closing date: 22 Jul 2024

Apprenticeship summary

  • Annual wage


    This pay rate is above National Minimum Wage

  • Working week

    Monday to Friday, 9.00am to 6.00pm. 20% of the working week will be dedicated to undertaking the Facilities Management Supervisor Level 3 qualification.

    Total hours per week: 40

  • Expected duration

    18 Months

  • Possible start date

    01 Oct 2024

  • Date posted

    5 days ago

  • Apprenticeship level

    Level 3 (A level)

  • Reference number


  • Positions

    2 available

What you will do in your working day

Customer Experience Team Responsibilities:

  • Supporting the team to provide best in class services to our customers by communicating, responding and engaging in addition to coordinating events and experiences in our buildings.
  • Shadowing the Customer Experience Managers within their buildings, working across a number of different buildings across the portfolio to experience the different types of buildings and customers.
  • Carrying out regular inspections of properties to ensure the occupational profile and general cleanliness, tidiness, and condition of the building(s) is of the highest standard. This includes regular inspections of any vacant units to maintain showroom conditions at all times.
  • Working closely with all service partners, to understand the “one team ethos” approach, which creates a safe and welcoming environment for all customers. You will assist the Customer Experience Managers in attending some monthly site meetings with the Contract Managers to discuss service levels, service delivery improvements and implementation of innovation opportunities where possible.
  • Working with the Customer Experience Managers to understand and support in the management of the annual Service Charge budget for their respective buildings.
  • Supporting the team to coordinate emergency repairs, minor repairs and building maintenance tasks in a safe and timely manner, ensuring that appropriate job orders have been raised and risk assessments submitted.
  • Supporting the team to fulfil compliance duties, ensuring that all properties across the portfolio remain compliant with current policies, regulations, and building codes and ensuring our health and safety system is up to date. You will also learn how to monitor the safe working of contractors, irrespective of whether they are working for the company or for customers.
  • Supporting the team to implement the social impact strategy.
  • Support and learn how to manage projects within the building across the portfolio.

Fully Managed Team Responsibilities:

  • Supporting the team in delivering a premium, proactive and enjoyable workplace experience to our Fully Managed customers. Splitting your time across our portfolio, and ensuring you have a good understanding of our Fully Managed offering and locations.
  • Supporting with the customer onboarding and offboarding process; ensuring the process is followed, acting as a contact for the customer and liaising with any partners required throughout the process.
  • Providing cover for any planned or unexpected leave within the team. Supporting the team with our events programme, working to ensure we deliver great experiences for our customers.
  • Supporting our Fully Managed Teams to ensure the channel is kept up-to-date and documents are correctly filed and labelled.
  • Supporting the team with managing and ordering consumables for our spaces.
  • Supporting the team through the monthly OpEx review process; ensuring reports are filed and responded to, comments are logged, and the process is followed.
  • Working with our partners to complete audits and reviews monthly, helping to ensure our spaces remain fit for purpose and deliver an exceptional user experience.
  • Leading by example - delivering a professional, fun and focused service that aims to achieve customer retention

The training you will be getting

  • Training Programme to obtain Facilities Management Supervisor Level 3 qualification: 13 Months
  • GPE Contract status: 18-month Fixed Term Contract with (full time hours, including 20% time off for study).
  • The position will be based in central London and you will work  in one of GPE's portfolio buildings which you will rotate around every six months. 

What to expect at the end of your apprenticeship

  • Would be on path to become a Customer Experience Assistant Manager 

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working


GCSE or equivalent English (Grade 5/C) Essential
GCSE or equivalent Maths (Grade 5/ C) Essential

Things to consider

The applicant should be happy to travel between the portfolio of buildings we have in central London to assist where necessary.

About the employer

GPE is a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 140 people, owns around £2.5 billion of real estate – primarily commercial offices but also retail - 100% in central London with a rent roll of approx. £100 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.







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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Facilities management supervisor

Level 3 (A level)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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