Onsite teams: how diverse skillsets hit the mark
Diverse skillsets within onsite property management teams deliver meaningful service at Welcome Offices, explains Monika Newton, Partner.
From a former hairdresser to a reservist in the British Armed Forces, Welcome Offices’ onsite property management teams combine diverse skillsets.
Made up of individuals who are resourceful, imaginative, and highly capable, the teams provide an exemplary level of customer service and consistently exceed the expectations of occupiers.
“Our occupier service directly contributes to clients’ investment performance through improved occupier retention,” explains Monika Newton, Partner, who is based at Workman’s London 80 Cheapside office.
Teams are “deliberately handpicked from all walks of life”
As Head of the Welcome Offices team, Monika leads the service which was created to deliver an elevated standard of property management for the office sector, designed for the modern occupier at flagship assets.
“We deliberately handpick our teams from all walks of life, knowing that their varied experience makes them competent and composed, regardless of the situation they are faced with,” says Monika.
“Our people often start with us in facilities management roles, before getting hooked on a career in real estate.”
Monika, who began her own career in hotel management, is passionate about service delivery – and a champion of the transferrable-skills concept. One of Monika’s team members, Ripley Mercer, began her working life as a hairdresser, before becoming a receptionist at a Welcome-managed property. She then went on to become a Building Manager, before undergoing on-the-job-training that eventually saw her become a Senior Surveyor within the Welcome Offices team.
“Building a rapport with people, multitasking, time-management, and health & safety were all fundamental elements of Ripley’s role as a hairdresser,” explains Monika. “And of course, these are all excellent transferrable skills for property management, and people who’ve had a variety of experiences are always going to be intelligent additions to the team, with new perspectives to offer.”
Opportunities for on-the-job training
Aside from Ripley, there are a number of Welcome team members who have undergone degree programmes, along with Institution of Occupational Safety and Health (IOSH) training courses, and Institute of Workplace and Facilities Management (IWFM) training while working within their roles. These employees grow with the business and are promoted accordingly, allowing their careers to flourish, and making it more likely for Welcome to retain them.
Paul Howes, Senior Facilities Manager in the Welcome team, who was promoted from Estate Manager at Welcome-managed office campus Republic London, completed a degree in Real Estate Management while working for the firm.
Paul says: “We know that people won’t stay in the same role unless they’ve got plenty of potential for opportunity and growth. We don’t expect people to sit still – we want to give them new areas of responsibility and the ambition to develop new occupier services.
“Of course, we want everyone to develop and succeed, and we are happy to guide them and give them the training opportunities and support to do that.”
A team of individuals
As Monika points out, the Welcome service is delivered by an onsite team of individuals who each have a unique voice and perspective, which proves invaluable to both occupiers and investor clients.
“The supportive and welcoming culture behind the service – and embedded within the team delivering it – is reflected in the service itself.”