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 client's needs and requirements.  We are recruiting for:

• Full time - Assistant FM
• Monday to Friday – 40 hours per week 
• Salary £30,000 Per Annum
• Location – Phoenix Group | Telford

Job Overview

• Working within and managing a 5* Mitie team, you will be the face of The Phoenix Groups workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit The Phoenix Groups premises.

Main Duties

• Responsible for the smooth running of various day to day activities, including the Reception and Workplace Conciege roles; dealing professionally with external and internal clients, both face to face and via the telephone and ensuring the team deliver an exceptional guest experience successfully.
• Setting and maintaining high standards so that customers' expectations are consistently exceeded
• Resolution of any operational issues and escalation to appropriate person / department
• Supply timely and accurate feedback to all client and customer queries
• Uphold the vision and values of Signature / Phoenix Group in all actions and behaviours
• Continuously look for ways to improve the service and initiatives on site
• Demonstrating and leading a “one team” approach
• Maintain and practice a high degree of confidentiality and integrity
• Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
• To effectively co-ordinate all FOH tasks on site; ensuring all requirements are adhered to and details clearly communicated to all involved
• Ensure client needs are met in terms of meeting rooms, car parking facilities etc
• To ensure that visitors are entered on to the building visitor database through an online software package
• To ensure that weekly / monthly MI is collated and submitted in a timely manner
• To build professional relationships with key stakeholders to develop knowledge of personal requirements
• To identify and manage the methods of improving quality, standards and variety within Front of House services to meet the clients needs
• To ensure that Front of House team members obey site rules and maintain a smart appearance including the wearing of correct uniform
• To ensure that all annual leave and sickness requests / occasions are submitted and approved through People HUB for all team members
• To conduct Monthly / Annual reviews with all team members, ensuring clear SMART objectives are set and being supported
• To arrange and distribute weekly team roster, including the arrangement of agency when required
• To be responsible for all recruitment / onboarding of new starters
• To efficiently manage all HR issues in line with Mitie's HR policies and procedures
• To monitor breaks and start/finish times within company site rules
• To look out for and advise your manager when you see ways to improve work activities or reduce cost
• Actively assist in creating a good team spirit
• To demonstrate a willing and positive manner and to lead by example at al times
• To communicate effectively with all team members and participate in all contract activities
• To act as the central point of contact on-site for all service lines, contractors, clients and guests
• Stock monitoring/on-line stationery/consumables ordering where appropriate
• Manage the use of Meeting Rooms and ensure the smooth running of cleaning, clearing and tidying of rooms
• Use computer as an effective communication tool, inputting data as requested into excel and word documents
• Attend training as appropriate/on-line/out of house/self-development
• Arrange appropriate training for all teams members and ensure that the Training Matrix is up to date
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• 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 of calls and emails using the appropriate greeting and sign off
• To be articulate and pre-empt the needs of clients and visitors
• To ensure the team are effectively delivering Health and Safety and building information as necessary including evacuation procedure to all guests upon arrival
• To be responsible for the upkeep and cleanliness of your allocated areas
• To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department
• To ensure team members are fully compliant of the QHSE Site File and all relevant sections are signed off on Training Record Cards
• To maintain and review all Standard Operating Procedures, ensuring they are being adhered to and signed off on Training Record Cards
• Deliver monthly Toolbox Talk to team members and ensure they are signed off on Training Record Cards
• To be the main point of contact within Front of House, answering/referring all requests and queries in an appropriate and timely manner
• To assist in any other reasonable duties as required by your Manager or Client

What we are looking for

• 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 in co-ordinating events
• Previous experience within 5* customer service role
• Proven knowledge/experience in technological workplace solutions
• 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
• To support the team in achieving a positive representation of the Signature Standards

  Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills

  Team player

  Be innovative, identifying improvements and smarter ways of working