Job Description

Job Title Customer Experience Associate
Summary The role of Customer Experience Associate is to provide a customer-centric experience for the site occupants within their
assigned portfolio. The CXA will focus on providing appropriate customer experiences whilst having a deep understanding of
the workplace and the services provided. The main purpose of this role is to deliver an exceptional site occupant and visitor
experience in every interaction, whilst delivering a range of workplace services including concierge, reception, event
management, mailroom services, office supplies and consumables and access pass management. . We focus on
anticipating needs, listening to the resident and visitors, and making every interaction simple, effective, and quick

About the role:

• Deliver professional front-of-house customer service, including visitor management, calls, emails, and client engagement.
• Proactively manage visitor arrivals, access passes, and concierge desk operations using agreed systems.
• Maintain high presentation standards across reception, meeting rooms, lounges, kitchens, and shared spaces.
• Build and manage positive client relationships, ensuring excellent customer experience and continuous improvement through feedback.
• Maintain accurate records, processes, and employee information via SharePoint and agreed platforms.
• Provide timely helpdesk support by managing workplace requests, logging issues, and resolving or escalating matters per SLA/KPI.
• Conduct floor inspections and ensure compliance with client policies, procedures, and contractual requirements.
• Support meetings and events, including room bookings, AV setup, space configuration, catering coordination, and building tours.
• Manage mail, courier, and bulk deliveries, ensuring accurate distribution and coordination with external providers.
• Support regional and workplace initiatives, including inductions, newsletters, supplies management, and roster coverage aligned to operating hours.

About you:

• 2 years or more experience in a similar role is preferred
• Experience in reception or front line information exchange
• Experience in community engagements or hospitality services is an advantage
• Intermediate Microsoft Office Suite
• Sound computer knowledge
• Clear verbal and written communications
• Professional qualifications in Facilities and/or Hospitality will be a plus however this is an entry level position and training will be provided

Why join Cushman & Wakefield?
As one of the leading global real estate services firms transforming the way people work, shop and live working at Cushman & Wakefield means you will benefit from;

• Being part of a growing global company;
• Career development and a promote from within culture;
• An organisation committed to Diversity and Inclusion
• We're committed to providing work-life balance for our people in an inclusive, rewarding environment.

We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.
We have a vision of the future, where people simply belong.
That's why we support and celebrate inclusive causes, not just on days of recognition throughout the year, but every day. We embrace diversity across race, colour, religion, gender, national origin, sexual orientation, gender identity or persons with disabilities or protected veteran status. We ensure DEI is part of our DNA as a global community - it means we go way beyond than just talking about it - we live it. If you want to live it too, join us.
INCO: "Cushman & Wakefield"

Skills Required