about 8 hours 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
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
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
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
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
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
Calls are answered promptly, and queries are dealt with efficiently.
To answer calls in a professional and friendly manner.
To know the switchboard and the information you have available.
Answer the call promptly and politely as per instruction using the correct salutation
Answer calls promptly and forward to the right department/ personnel.
Vet calls to ensure no unnecessary calls get through to departments and personnel.
To attend training courses organised by Mitie.
Carry out Adhoc requests made by Client Management.
Respond to exec requests as priority, ensuring everything is done to fullfill their requests.
Must obtain authorisation on holiday request before booking with a third party.
To report any faults in the Switchboard area.
To help irate customers and be able to resolve their complaints efficiently.
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 telephone manner is essential.
Excellent Customer Service skills
Competent PC skills, MS Word, MS Excel & MS Powerpoint
Professional and polite at all times
To be flexible with regards to daily work
Must be a self starter.
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, Values:
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:
Delivering the exceptional, every day
- 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.