Aspire Champion A4 Brochure Ed.7 2024 by Tiger Bay Design

The role & responsibilities

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Aspire

Aspire

Service Partner Champion

Landsec | Aspire is a unified team of Service Partners with a strong culture and customer service mindset.

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The role of the Aspire Service Partner Champion in a KPI Assessment and Monthly Review

Landsec | Aspire manages a team of Service Partners across a range of service streams.

We have allocated an Aspire Champion to each service stream. Each Champion will be supported by an Aspire Sponsor and is the main point of contact to oversee each Service Partners performance. Helping to maximise efficiency and levels of service delivery.

The role of the Aspire Service Champion:

— Hold minuted monthly Aspire Service Partner KPI meetings.

— Discuss and agree KPI scores with Service Partner and ensure timely completion and submission of agreed KPI scores by the Workplace team.

— Ensure KPI, monthly Service Partner reports and monthly meeting minutes are saved on the SharePoint.

— Work with the Senior Aspire Service Delivery Managers to address areas of concern with Service Partner performance.

— Provide communications to the Workplace portfolio relating to the specific Aspire Service Champion service stream.

— Work with your Service Partner to identify opportunities to add value in service, processes, resource, and innovation.

— Develop and maintain strong relationships with the Service Partner to facilitate building relationships across the London Workplace Portfolio.

Items the Aspire Service Champion should understand:

— The scope and terms of the Service Partner contract with Landsec.

— The Service Partner organisation and management structure.

— Landsec purposes – Build Well, Act Well and Live Well and apply these when conducting monthly Service Partner KPI meetings.

The role of the Aspire Sponsor

— Ensure consistency of scoring.

— Follow up on agreed actions.

— Escalated issues are monitored, managed and resolved.

— Praise and recognition is acknowledged.

— The Sponsor should attend a Service Partner review at least once every quarter.

The role of the WM, AWM and WEM

— Ensure KPI scores are inputted by 10th each month for the previous month. Each score between 1-3 and above 4 must be accompanied by commentary.

— With any KPI scores less than 4, WM/AWM/ WEMs should conduct a prior meeting with the relevant service partner to ensure the reasons for scoring and remediations are discussed.

— Any issues with scoring to be escalated to the relevant Aspire Champion(s).

We believe Landec | Aspire takes the customer experience to the highest level and through teamwork, self-assessment and continuous improvement, offers customers five-star performance to support their business.