Company name: MTFM

Job Title: Workplace Co-Ordinator

Reporting to (position): Workplace Manager/Senior Coordinator

Our values and behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.

Job objectives and responsibilities

This is an integral role in the delivery of FM services and in maintaining high standards of service throughout the building; acting as an ambassador for both MITIE and Network Rail.

You will be accountable for the FM services delivery across the Network Rail sites as well as being responsible for all FM communication to the Network Rail colleagues. You are a key part of every customer's journey and experience whilst in the building and are an ambassador to exceptional customer service.

Establishing great relationships with our Customers and inspiring the team to take full ownership of all FM services are key to this role as well as driving the FM Customer service agenda across our service teams. By doing so, this role will make a real contribution to making Network Rail's workplace a fantastic working environment.

You will facilitate and manage the delivery of specific FM services within designated areas of Network Rail. Providing a positive, professional and seamless link between FM teams and various supply partner teams, Network Rail colleagues and their visitors. As a highly motivated co-ordinator the key focus for this role will be to create a single and visual point of contact for employees regarding all day to day FM service requirements, providing exceptional customer service, building strong relationships & communication streams between colleagues and the FM teams, while maintaining an approach of continuous development.

Main duties

·    Facilitate the delivery of all FM related services within your area whilst ensuring customer requirements are met and their needs are anticipated at all times, to be proactive in delivery

·      Engage with all MITIE partners so as to ensure a collaborative and efficient approach and a swift response to all service requests. This will require continual communication with the FM Helpdesk and service managers/supervisors in addition to keeping the customer up to date at all times

·      Full responsibility for regularly updating Network Rail colleagues, face to face, on progress of tasks being carried out which have been reported by them and seeking their comments and feedback as and when appropriate   Proactive ‘visual maintenance' of communal floor areas, including hubs, staircases, coffee points and copy areas, engaging with the relevant FM teams as appropriate

·      Take full ownership of all aspects of meeting rooms including housekeeping, AV equipment and fabric and environment

·      Responsible for assisting with the updating of CAFM on the progress of logged jobs

·      Report issues through the Helpdesk as and when they occur, ensuring that all service requests reported are monitored and completed satisfactorily within your area and within the agreed SLA's

·      Hold monthly meetings with occupants, and stakeholders, building sustainable and harmonious relationships between building occupants, and the WPM teams

·      Provide monthly updates of staff moves within your area

·       To work alongside the Customer in a consultative manner offering support and guidance on areas of practical Quality, Health,Safety and Environmental.

·       To administer and control purchase orders on instruction from Customer in line with company procedures

·       To take a hands on approach with the mailroom activity ensuring all processes and procedures are followed correctly

·       To be responsible for all compliance documentation ensuring all documentation is regularly updated and maintained

·       To deputise for the Workplace Manager as and when required where there is no Senior Workplace Co-ordinator is in place

·       Adhere to Quality, Safety, Health and Environmental policies and procedures on site and to MITIE's policies and procedures.

·      Line management of the Mailroom and Delivery team including authorising overtime and holiday request forms where no Senior Workplace Co-ordinator is in place

·       To be flexible in approach to work patterns and systems to maintain the standards required

·       Adhere to any reasonable management requests from line managers or client contact

·    Act as a first point of contact and advise end users on all aspects of mail and distribution services where no Senior Workplace Co-ordinator is in place

Person Specification

·       Must have previous experience in multi occupancy and large scale account. customer service and IFM service delivery, helpdesk processes, workflows with knowledge of HR and QHS&E procedures and legislation

·       Clear, confident communication skills with the ability to communicate effectively with a wide range of people both written and verbal.

·       Team player with an enthusiastic attitude

·       Pro-active approach

·       Self-motivated and creative

·       Analytical thinker with demonstrable problem solving skills.

·       Good relationship and stakeholder management

·       Ability to manage and prioritise workload effectively

·       Clear, confident communication skills

·       Customer Service orientated

·       Good time keeping

·       Strong leadership skills

·       Observe the dress code at all times – full uniform, clean and tidy hair, nails with conservative make-up and jewellery where appropriate.  Due to Health and Safety issues no facial piercings with the exception of religious beliefs

·       Computer literate

Working within the Mitie values and behaviours

People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy -

We do what we say we will

How we behave…

·         We treat all colleagues with respect

·         We challenge people when they don't do the right thing

·         We welcome advice from anyone that might improve what we do

·         We are open and honest

·         We think safety and always follow rules for safe working

Helpful -

We go out of our way to make a difference

How we behave…

·         We work with each other to achieve the best for clients and for Mitie

·         We share information to help colleagues succeed

·         We build great relationships

·         Our first response to requests will always be positive

·         We look out for each other, never walking by unsafe actions or situations

Inspiring -

We help others to be the best they can be

How we behave…

·         We support and encourage each other to develop

·         We lead by example

·         We set clear expectations

·         We listen to and learn from others

·         We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something really special.

Spirited -

We give it everything we've got

How we behave…

·         We do good things for each other, the environment and the community

·         We appreciate diversity and encourage it

·         We demonstrate team spirit

·         We are committed to doing things better and setting new standards in all that we do

·         We take pride in what we do and have fun doing it

·         We celebrate success and say thank you

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.

Pioneering -

We do things that excite and amaze

How we behave…

·         We bring new ideas to the way we do things

·         We are willing to try new things

·         We encourage and support innovation

·         We consider things from other peoples' points of view

·         We embrace new thinking and technologies

·         We build health & safety into everything we do

Health and Safety responsibilities

·       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;

 Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.