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Workplace Services Coordinator

  • Location

    London

  • Sector:

    Facility / Cleaning

  • Job type:

    Permanent

  • Salary:

    Not Specified

  • Job ref:

    REF13958Y

  • Published:

    1 day ago

  • Expiry date:

    2023-05-26

  • Client:

    Mitie

Job Description

  • Effectively manage all HR issues pertinent to the team, such as payroll, absenteeism, performance, recruitment, grievances and disciplinary processes.

  • Drive a service excellence culture among the operations, support teams and M&E team.

  • Establish and utilise key performance indicators, benchmarks and milestones to measure and demonstrate progress/ achievement against strategic plans.

  • Develop & maintain improvement plans, both in the short & long term, bringing 'added value' to the contract, in line with the Accounts, Vision & Values in a positive teamwork mindset with other central departments or business units.

  • Manage the development of an annual budget plan; ensure it reflects an accurate financial picture for the coming year. Effectively drive, control and monitor the P&L launching corrective and preventive actions focussed on productivity and effectiveness.

  • Lead teams by creating an open and honest work environment that is stimulating, promotes equality of employment, rewards/celebrates successes and constructively learns from mistakes.

  • Pro-actively manage H&S, through ensuring we provide a safe working environment, engendering & maintaining a safety driven culture, ensuring all legislative & company policies, processes and procedures are adhered too.

  • An inspirational and visionary mentor and leader, you will attract, retain and develop middle quartile talent across the business and create a structure that supports succession planning and people development.

  • Responsible for the delivery of all contract and variable works across all Deloitte London sites.

  • Oversee the output of the monthly variable works application & quoted works application to ensure value for money versus quality to ensure Deloitte are receiving the best service.

  • Ability to address the Deloitte Workplace Services Management Team on a quarterly basis - updating the group on all elements of hard and soft service delivery across London on improvements, concerns, risks and opportunities.

  • Strong customer service skills with the ability to articulate well and present in front of senior partners and executives.

  • Strategic review of the London sites usage, proposing any changes to be considered to improve working performance and ability to deliver services.

  • Track & review all MI available on the contract in order to strategically challenge delivery and propose change.

  • Overview of Key Performance Indicators, proposing new measurements that are relevant to the current status of the portfolio and the contract specification.

  • Facilitate clear direction by setting and managing objectives, forming Personal Development and succession plans for your management team, fully utilising people management processes such as Appraisal Process, Talent Management.

  • Maintain regular high level contact with customers to ensure continued satisfaction, creating positive relationships, identifying potential problems early, give the necessary management direction & support to put them back on track

  • Seek out & deliver 'added-value' innovative solutions to existing customers, which enhances the customers' perception of and differentiates ourselves from our competitors in line with our value of 'Innovation'.

  • Drive measurable and sustainable improvements to the efficiency and consistency of service delivery.

  • Champion a culture of customer service, innovation, operational delivery and performance measurement.

  • Strategically strong, you will identify, assess and drive the development of new revenue lines / service offerings from the existing contract.

  • Inspire, support and direct your team in delivering business objectives. Regular communication, feedback and appraisal of clearly set objectives are vital.

  • Set and monitor performance levels and reporting, promoting regular dialogue and interaction with the client.

  • Deliver a market leading proposition and service delivery model, which will be externally recognised, creating a customer experience to be replicated across the Mitie organisation.

  • Present a professional reporting suite on a monthly basis that covers all aspects of service delivery within the London portfolio. Highlight performance, cost position, risks and opportunities. Covid-19 Marshal responsibilities:

  • Promote, articulate and enforce Government and Deloitte Workplace Services policies in respect of Covid-19 regulations

  • Friendly, well-informed and authoritative guidance and point of contact for all colleagues

  • Keep up to date on the government guidelines and what Deloitte as an employer have a duty of care to do, which will be communicated to you by Deloitte Workplace Services QHSE

  • Engage with people on safety and act as a COVID-19 Workplace ambassador

  • Work closely with the Workplace Services team to ensure Deloitte and government guidelines are being followed across your area

  • Act as role model and champion of the new ways of working in relation to COVID-19

  • Take guidance from Deloitte Workplace Services QHSE and implement in your area

  • Conduct overall social distancing checks and challenge any non-compliant behaviours

  • Ensure correct routes are being followed (directional signage etc.)

  • To complete floor walks and audits in selected areas to ensure operational readiness (to be the eyes and ears of Workplace Services)

  • Establish and maintain strong professional relationships with key stakeholders right across the business to ensure guidelines are being followed and any noncompliance is dealt with at the time or escalated

  • Ensure a safe, compliant environment for our teams and colleagues by ensuring processes are followed and where there are gaps in the processes escalate for resolution

  • Regularly audit to ensure the highest quality service delivery

    Job Description

  • To provide operational coverage on a shift basis between 07:00 and 19:00 (40 hours per week)

  • This role forms part of the Workplace Services support model to enhance and improve the overall customer experience, drive consistency and quality of day-to-day services and to ensure that each individual business unit and floor is operationally ready.

  • The Workplace Co-ordinator will supplement and support the role of the Workplace Services Manager working collaboratively to engage with the occupants of the demised Deloitte areas to build positive relationships effective interactions and ensure timely resolution for all issues raised.

  • This is a multi-functional role and may include all aspects of support to the business in areas such as front of house activities such as hospitality and reception assistance. The role will also include support in operational tasks such as mail, couriers, printing, binding, on site filing, archive services, logistics, compliance and all aspects of operation.

  • The role may also include some 'basic maintenance tasks', such as the completion of non-technical PPM's.

    Main duties:

    This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required by your manager. It does not form part of your contract of employment.

    These core duties are subject to business needs and include but are not limited to the following responsibilities:

  • To continuously monitor the 'live' condition of the demised Deloitte area and work proactively to address identified issues.

  • To continuously monitor the 'live' condition of the common areas and work proactively to address identified issues.

  • Any building fabric, environment or mechanical/electrical items will be directly reported to the help desk.

  • Liaise daily/regularly with the Helpdesk on issue resolution and pro-actively manage customer expectation

  • Management of on-floor storage, including keys

  • Maintenance/management of signage

  • Reset meeting rooms or Multi-function rooms following use, including ensuring stationery/marker pens are available and white boards/glass boards are clean and clear

  • Support the Deloitte Paper Lite initiative and storage reduction programs offer on-floor scanning and archiving services

  • Ensure Photocopier areas are continuously replenished and the area kept tidy, organised and always available.

  • Ensure Stationery items are regularly topped up at the designated points. Collect loose items from unused desks and surrounding areas and recycle back through the stationery trays.

  • Ensure a high level of cleaning standards on the floor, paying particular attention to the cleanliness of all work surfaces including tea point areas, via regular liaison with the Housekeeping team.

  • Ensure consumables, including IT peripherals are available at all times on the designated floors.

  • Control the flow of waste from the floor including confidential waste by regularly monitoring the receptacles provided and clearing before they become full. Liaise with the necessary facility provider in good time.

  • Be prepared to receive any request from an occupant and offer a great customer experience by taking ownership of the problem until resolution. Regardless of the request, you are empowered to take action by contacting the relevant facility provider to get the job done. Your job is to keep the customer informed until completion.

  • Assist with collation of monthly management information for all areas of operation.

  • Assist with providing space utilisation information and completing space management checks.

  • Maintain relationships with key customers on site, advise of any issues to manager in the first instance.

  • Management of building services and facilities liaising closely with all service partners.

  • Liaising with contractors/landlords agents on repairs and maintenance issues.

  • Assist ICS colleagues in the delivery of IT services as required.

  • Assist with Health and Safety compliance; this will involve collation of risk assessments, method statements, checklist, insurance certificates and other associated documentation that will demonstrate compliance.

  • Ensure stock control processes are in place.

  • Ensure compliance with all Deloitte ISO accreditations.

  • Assist with the testing of Business Continuity plan and maintaining emergency contacts/key holders etc.

  • Assist the management team as appropriate.

  • Adhere to contractual KPI and SLA's and office SOP's.

  • Training attendance must be complied with when required

  • Manage the day to day performance of the Mitie teams on your floors such as the housekeeping team. This includes management of day to day performance, logging of jobs, monitoring completion and closure within SLA, and following up any items for improvement raised by the performance team. Covid-19 Marshal responsibilities:

  • Promote, articulate and enforce Government and Deloitte Workplace Services policies in respect of Covid-19 regulations

  • Friendly, well-informed and authoritative guidance and point of contact for all colleagues

  • Keep up to date on the government guidelines and what Deloitte as an employer have a duty of care to do, which will be communicated to you by Deloitte Workplace Services QHSE

  • Engage with people on safety and act as a COVID-19 Workplace ambassador

  • Work closely with the Workplace Services team to ensure Deloitte and government guidelines are being followed across your area

  • The local point of contact for your location on information and best practice

  • Act as role model and champion of the new ways of working in relation to COVID-19

  • Take guidance from Deloitte Workplace Services QHSE and implement in your area

  • Conduct Building Assurance checks as set by the Deloitte Workplace Services QHSE

  • Ensure supplies of PPE are checked and replenished where appropriate

  • Conduct overall social distancing checks and challenge any non-compliant behaviours

  • Communal area checks, i.e. toilets, tea-points, meeting rooms and breakout areas to ensure social distancing and cleanliness

  • Monitor H&S touch points, particularly around ingress and egress points

  • Ensure resource stations (cleaning (sanitising/ spray bottles & blue roll) / first aid) are fully stocked

  • Ensure correct routes are being followed (directional signage etc.)

  • To complete floor walks and audits in selected areas to ensure operational readiness (to be the eyes and ears of Workplace Services)

  • Establish and maintain strong professional relationships with key stakeholders right across the business to ensure guidelines are being followed and any noncompliance is dealt with at the time or escalated

  • Ensure a safe, compliant environment for our teams and colleagues by ensuring processes are followed and where there are gaps in the processes escalate for resolution

  • Regularly audit to ensure the highest quality service delivery,

  • Follow Group and company policies and procedures at all times;

  • Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

  • Use all work equipment and personal PPE properly and in accordance with training received;

  • Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

    Information Security

  • Ensure compliance with Mitie's information security procedures in all activities;

  • Proactively identify and report security risks to your manager;

  • Report actual and suspected security incidents

Candidate Description

  • Flexibility is essential to suit the needs and working practices of the department and its internal clients.

  • Place client service and team-working high on list of attributes and values.

  • Capable of operating as a member of a team and work unsupervised.

  • Ability to organise and prioritise workloads, together with the ability to handle deadlines and respond well under pressure.

  • Sound decision-making capabilities.

  • Takes pride in personal appearance and hygiene.

  • Good administration and organisational skills.

  • Helpful and willing "can do" attitude.

  • Strong Communication skills - Proven ability to communicate effectively with a wide range of customers and service personnel at a variety of levels to achieve results including good written communication

  • IT skills - PC literacy skills and ability to learn internal IT systems

  • Customer Service, client focused - Strong customer services skills and customer service experience

  • Problem solving - Ability to "think outside the box" when faced with issues

  • Planning and Organising

  • Results and Quality Focused

  • Relationship building

  • Self-Motivated - Proven to be self-motivated and work under pressure from conflicting deadlines

  • Continuous Improvement - Proven willingness to learn new skill

  • Acts with honesty and integrity,

  • Knowledge of relevant procedures

  • Level of customer Service

  • Team Player

  • Health and safety awareness and knowledge

  • Communication

Employer Description

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: o 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. o 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. o 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. o 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. o 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