1 day ago
To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.
Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
Informed knowledge of the contractual KPIs & SLAs
Responsible for team training on company standards (i.e. Standard Operating Procedure (SOP))
Responsible for leading operational delivery by example
Consult with line manager on making recommendations to improve SOP
Engagement, culture & communication:
Responsible for acting and behaving in line with One Code
Responsible for attending / participating in monthly team meetings, briefings & internal communications
Informed knowledge of all company engagement and communications initiatives
Responsible for sharing all communications in a timely and effective manner
Responsible for ensuring that the team live and work within company values and behaviours outlined in One Code
Responsible for submitting weekly updates to line manager as required
Accountable for positive client perception
Informed knowledge of key stakeholders on the account
Informed knowledge of the client values and objectives
Informed knowledge of contribution towards client retention
Consults with line manager on the delivery of the client values and objectives
Finance & Commercial Awareness:
Responsible for completing monthly timesheet or equivalent and following expenses procedures
Responsible for caring for any company property provided
Informed knowledge of the impact of behaviour on the finances of the contract
Informed knowledge of company USP
People & productivity:
Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
Responsible for owning own development, and ensuring all learning is put into practise
Responsible for personal performance including delivery of agreed personal objectives
Informed knowledge of HR procedures and expectations outlined in employee handbook
Responsible for team morale
Responsible for following all Mitie policies and procedures
Responsible for leading by example
Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
Informed knowledge of Link scheme including how to identify business development opportunities
Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
Accountable for reporting any near misses, dangerous occurrences or incidents immediately
Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Responsible for delivering QHSE related tool box talks and safety related communications to their teams
Consults with their line manager on any improvements relating to health, safety and environment
Strategy: innovation, change & project management:
Informed knowledge of contract innovations and overall contract and business strategy
Informed knowledge of upcoming projects and relevant changes to their role
To ensure all guests receive an excellent welcome and that you consistently deliver great service
Ensure consistent, high quality support is supplied to the business consistently
To process meeting room requests, for internal & client meetings if and when appropriate and amend as necessary with cancellations or any outstanding information
Use computer as an effective communication tool, inputting data as requested into excel and word documents
Ability to identify and escalate building maintenance issues/hazard perception
Attend training as appropriate/on-line/out of house/self-development
To handle any guest complaints and provide a swift solution or escalate as appropriate
To ensure you are immaculately dressed in uniform and adhere to Client and Signature grooming standards.
To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
To ensure telephone and email etiquette is professional and adhered to at all times, including the answering and directing of calls via the switchboard and emails using the appropriate greeting and sign off.
To be articulate and pre-empt the needs of clients and visitors.
To effectively deliver to all guests, Health and Safety and building information as necessary including evacuation procedure upon arrival
To communicate effectively with other departments and neighbouring Mitie sites.
To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times
To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation
To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc
To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas
To assist in any other reasonable duties as required by your colleagues, managers or clients
Knowledge of relevant procedures
Level of customer Service
Health and safety awareness and knowledge
At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.,
Excellent communication skills and exceptional attention to detail
Immaculate personal presentation endorsing the Signature five star image
Proven experience and understanding of an exceptional Customer Service delivery
Previous experience with visitor management and booking systems preferable
Excellent time management and organisational skills
Pro active, flexible and can-do attitude
The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
Ability to deal with multiple requests simultaneously
Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills
Be innovative, identifying improvements and smarter ways of working
90 York Way
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.
Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements. We are recruiting for, Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day. Our promise to our people: a place to work where you can thrive and be your best every day. Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day. Our culture - our core values and how we behave:
- We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.