Our values and behaviours

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.

Job objectives and responsibilities

To develop and lead the Client and Landlord relationships at a strategic level, by ensuring the highest standards of operational service are delivered, identifying and delivering innovative added value solutions whilst  ensuring that service levels and profitability are maximised.

Continually review and drive account performance based on threat and risk levels, guiding and advising client as appropriate, maintain both internal and external relationships with key organisations to maximise performance. 

This role will be based in London and oversee all client UK and Ireland Offices (London, Poole, Manchester, Liverpool, Dublin), liaising with Regional Mitie personel to provide strategic oversight of the contract.

Main duties

Our People

Implement a People Strategy to include:-

• Recruitment Strategy for the contract, focusing on skill sets for specialist roles.
• Succession Plan to support contract resilience, identifying high priority roles.
• Training Plan for the contract, identifying mandatory training for each role and identifying which roles should be supported with cross training to aid resilience of a key functions
• Staff recognition and reward system to identify those staff who have received positive feedback or performed exceptionally well.

• National awards – nominate staff to recognise staff efforts
• Staff survey – implent an annual staff survey to obtain and understand staff feedback to help improve the contract.
• Staff Retention – Monitor staff attrition to identify any common themes to retention.

Compliance and  Assurance

• Implement an audit programme to ensure all key functions are regularly audited and compliant.
• Develop a Customer Relationship Strategy, working with the Regional Mitie managers to identify key internal stakeholders (clients, contractor partners, landlord security/building management), to support effective working relationships to enhance service delivery and mitigate risk and threat across the contract.
• To build and maintain key external stakeholder relationships with organisations critical to the client (City Police, Fleet Street BID etc)).
• Monitor service delivery levels, and influencing, directing and working with Operations and all other internal stakeholders to ensure the required standards of service are achieved.
• To regularly liaise with the Clients and Intelligence Hub to understand and continually monitor threat and risk to the clients estate, reviewing emergency procedures and operational tactics according to threat.
• Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/courses.
• Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes.
• Report on Account KPI's, identifying areas of opportunity and/or risk, and working with others in the business to develop actions plans to address any areas of underperformance.
• Support the Clients Security strategy within the scope of the contract.
• Complete all necessary governance reporting into Mitie and client

Finance

• Take commercial accountability and responsibility across the account.
• Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly.
• Review all financial spend on the contract to ensure accurate and timely submission to the client.
• Oversee staff sickness and pay transaction to ensure that all Mitie staff are paid correctly and on time and inline with the budget.
• Ensure that Mitie's financial processes are followed.

Continuous Improvement

• To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the client (specialist training, collaboration with landlord security teams etc.
• To be aware of business developments and opportunities within the Account, as well as the wider commercial environment including competitor activity.
• Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.

Person Specification

• Previous experience of working in a corporate environment with multi buildings.
• Previous experience of working at a strategic level and managing multi stakeholders
• Previous experience of managing teams across a range of buildings
• Be able to work on own initiative and take personal responsibility and ownership for all actions
• Demonstrate great customer service skills to engage with a range of stakeholders
• Excellent verbal and written communication skills
• Demonstrate attention to detail
• Demonstrate effective leadership and team building skills with expensive people management experience and know related processes
• A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required
• Excellent report writing, investigative and analytical skills with attention to detail
• Excellent organisation and time management skills
• Proven track record working towards KPI's and SLA's
• Able to travel to Dublin, Liverpool, Manchester and Poole on a regular basis.
• Project management skills would be an advantage.

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;

Information Security

• Ensure compliance with the Client and Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;