Customer Experience Associate

Job Title

Customer Experience Associate

Job Description Summary

This role delivers front-of-house, concierge, and workplace support services to ensure a seamless customer and employee experience. Key responsibilities include welcoming visitors, managing reception and access, coordinating meeting rooms and events, handling mail and deliveries, and supporting workplace requests such as lockers, parking, and facilities. The position requires proactive customer service, strong communication, and close collaboration with the Workplace Lead to maintain service standards, resolve issues, and continuously enhance the overall workplace environment.

Job Description

About the role:

Customer Service

• Welcome and assist visitors with a professional approach, guiding them to hosts/meeting areas.

• Manage calls and inboxes, responding promptly and professionally.

• Build strong client relationships and act on feedback to improve workplace experience.

Concierge Desk

• Issue and collect access passes; maintain accurate employee records and induction files.

• Keep reception, meeting rooms, lounges, and common areas to high presentation standards.

• Ensure desk coverage during operating hours and update processes on central systems.

• Provide information for newsletters and workplace updates.

Help & Support

• Manage requests for car park, lockers, and end-of-trip facilities.

• Log and escalate tenancy/workplace issues; conduct floor inspections when required.

• Resolve workplace queries proactively; ensure compliance with policies, SLAs, and KPIs.

• Support regional activities and WPL initiatives.

Meetings & Events

• Assist with meeting/event space bookings, catering, and AV setup.

• Provide tours and support room setups, resets, and technology use.

Distribution

• Handle incoming/outgoing mail, couriers, and deliveries.

• Coordinate bulk deliveries and maintain supplies.

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

• This is an entry level position however it is anticipated CXA’s will have some experience in a customer-facing role

• Minimum of completion of year 12 High School.

• 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.

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.INCO: “Cushman & Wakefield”