Job objectives and responsibilities

The role supports the Retail Sector Leadership Team in delivering on key strategic and operational activities, enabling consistent performance across the Customers estate. You will work across multiple functions to ensure efficient communication, manage internal processes, and ensure deliverables are met on time.

Main duties

Business Coordination & Operations

·        Support the overall operational rhythm of the contract by coordinating leadership meetings, forums, action plans, and performance reviews.

·        Ensure sector-wide processes (reporting, communications, governance) are delivered accurately and on time.

·        Track progress against strategic priorities, working with stakeholders to ensure updates and outcomes are documented and followed up.

·        Liaise across internal support functions (QHSE, Resourcing, People, Finance) to align account-wide operational activity.

Governance, Reporting & Planning

·        Collate and prepare inputs for executive reporting, including updates for Strategy Papers, Contract AOP and client reviews.

·        Own and manage reporting cycles and submission deadlines—chasing, compiling and formatting input from stakeholders.

·        Support audit and compliance requirements through the coordination of data, document control and timely submission of required reports.

·        Coordinate preparation for contract reviews and client governance packs, ensuring contributors are briefed and documentation is quality-checked.

Internal Communication & Engagement

·        Act as a link between the central comms team and sector leads to coordinate internal updates, engagement activities and key messages.

·        Assist with delivery of people-focused initiatives across the client contract—such as MyVoice action plans, Team Talk Local and other engagement programmes.

·        Support sector-wide campaigns and activities by managing timelines, logistics and content alignment across business areas.

Continuous Improvement & Collaboration

·        Identify opportunities to streamline business support processes and improve ways of working across the sector.

·        Maintain a shared document library, action trackers, templates and process guides to ensure consistency.

·        Coordinate with Business Managers, Project Support Officers and Executive Assistants across Mitie to share best practices and align operational approaches.

Project Management Support

·        Establish and manage a robust project governance framework to ensure consistency, accountability, and performance tracking.

·        Ensure projects are supported and aligned with Mitie's short- and long-term business goals.

·        Support and report on project risks, developing mitigation strategies and ensuring compliance with client and legal requirements.

·        Support with accurate documentation and progress tracking across all assigned projects.

·        Present clear, concise updates and reports to senior leadership, clients, and stakeholders.

Person Specification

·        Proven experience in a business coordination, administration, or central operations role within a large, fast-paced organisation—ideally across multiple sites or regions.

·        Strong organisational and prioritisation skills, with the ability to manage multiple workstreams and deadlines.

·        Excellent attention to detail with confidence preparing reports, tracking actions, and managing governance processes.

·        A collaborative and approachable style with strong interpersonal skills, capable of working across a wide stakeholder group.

·        Strong IT literacy including Microsoft 365 (particularly Outlook, Excel, Teams, and PowerPoint).

·        Familiarity with internal business systems and reporting tools (e.g. SharePoint, Power BI) is desirable.

·        Ability to handle confidential information with professionalism and discretion.

Experience in Power BI administration.

·        Good communication skills, verbal and written

·        Experience of team working

·        Reliable, flexible and discreet

·        Experience of working in a controlled environment

·        Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines

·        Ability to accurately follow detailed processes

·        Ability to build and maintain relationships with a strong teamwork ethic

·        A positive attitude and ability to deal with pressure professionally