Guest Services Coordinator

Derby | Mitie in Partnership with Network Rail

Are you passionate about delivering exceptional customer service? Do you thrive in a professional, fast-paced environment where no two days are the same?

Mitie is looking for a professional, personable, and proactive Guest Services Coordinator to join our team supporting Network Rail in Derby. This is an exciting opportunity to become the face of a prestigious corporate environment, delivering an exceptional workplace experience while helping to maintain a safe, secure, and welcoming environment for colleagues, clients, contractors, and visitors.

As a key member of the Guest Services team, you will combine front-of-house, administration, facilities, security, and engagement responsibilities, ensuring the smooth day-to-day operation of the building while maintaining the highest standards of customer service.

Shift Pattern

Week 1: Guest Services Coordinator 07:00 - 16:00
Week 2: Guest Services Coordinator 10:00 - 19:00

About the Role

As the first point of contact for everyone entering the building, you will create a positive and professional first impression while ensuring visitors and colleagues comply with site procedures.

This is a security-led environment, and a key part of the role is balancing outstanding customer service with security and compliance requirements. You will be expected to confidently engage with visitors, contractors, and staff, ensuring access control procedures are followed, security protocols are maintained, and any concerns are addressed professionally and respectfully.

We are looking for someone who is comfortable having professional conversations when required, can confidently challenge individuals who are not following site procedures, and can do so in a courteous, customer-focused manner.

In addition to delivering exceptional guest services, this role plays an important part in supporting Mitie's and Network Rail's Social Value commitments. We are looking for someone who genuinely enjoys engaging with people, promoting initiatives, and encouraging participation across the building. Whether supporting fundraising activities, wellbeing campaigns, volunteering opportunities, seasonal events, charity initiatives, or community engagement programmes, you will help create a vibrant, inclusive, and engaging workplace culture.

Key Responsibilities

Guest Services & Reception

• Deliver a professional, welcoming, and customer-focused front-of-house experience.
• Meet and greet visitors, contractors, and colleagues, ensuring all guests receive a positive experience.
• Carry out visitor verification, security checks, and access control procedures.
• Issue visitor and staff passes and provide health and safety inductions where required.
• Answer telephone calls and respond to email enquiries promptly and professionally.
• Manage the Reception Inbox and ensure all enquiries are responded to within agreed timescales.
• Coordinate meeting room bookings and support client requirements.
• Sort and distribute incoming mail, parcels, and deliveries.
• Maintain a professional, organised, and presentable reception environment at all times.

Administration & Compliance

• Produce and maintain monthly reports, including visitor statistics, no-show reports, staff pass records, and internal audit documentation.
• Assist with producing and distributing the Network Rail Signature newsletter.
• Conduct stock checks of audio-visual equipment and site consumables.
• Maintain accurate records and ensure documentation is stored correctly.
• Support internal audits and compliance activities.
• Ensure health and safety notices, posters, and information remain current and compliant.
• Maintain up-to-date health and safety files with the support of the Regional Guest Services Manager.

Security & Building Operations

• Support and promote a strong security culture throughout the building.
• Verify visitor credentials and ensure all access procedures are followed.
• Politely but confidently challenge unknown, unauthorised, or non-compliant individuals where necessary.
• Balance security requirements with excellent customer service standards.
• Escalate security, safety, or operational concerns appropriately.
• Complete daily, weekly, and monthly building safety inspections.
• Conduct regular floor walks and report defects or maintenance issues.
• Review security checklists and ensure faults are rectified or reported.
• Assist during emergency situations, including evacuations and incident response.

Facilities & Workplace Experience

• Coordinate planned and reactive maintenance activities.
• Work alongside the Compliance Manager to ensure maintenance works are completed within agreed Service Level Agreements.
• Monitor kitchens, breakout spaces, and communal areas, ensuring they remain clean, safe, and presentable.
• Order and manage building consumables and supplies.
• Support the overall presentation and smooth operation of the workplace.
• Provide support at other sites when required. Occasional travel may be necessary.

Social Value & Engagement

• Take an active role in supporting Mitie and Network Rail Social Value initiatives throughout the year.
• Lead, coordinate, and promote engagement activities, campaigns, and events across the building.
• Encourage participation from colleagues, visitors, and stakeholders to maximise involvement and impact.
• Act as an ambassador for workplace wellbeing, inclusion, community engagement, and charitable activities.
• Work closely with the wider Engagement and Social Value teams to support key initiatives and events.
• Support fundraising, volunteering, awareness campaigns, and community projects.
• Bring energy, enthusiasm, and new ideas to help create a positive and engaging workplace culture.
• Lead by example by actively participating in events and encouraging others to get involved.

What We're Looking For

We are seeking an enthusiastic individual who takes pride in delivering an exceptional customer experience and understands the importance of maintaining a safe, secure, and engaging workplace.

The ideal candidate will be:

• Friendly, approachable, and passionate about customer service.
• Professional in appearance, attitude, and communication.
• Confident and comfortable challenging individuals when required while maintaining a positive customer experience.
• Able to remain calm, assertive, and diplomatic in difficult situations.
• Highly organised, with excellent attention to detail.
• IT literate and confident using Microsoft Office applications.
• Able to manage multiple priorities and work to deadlines.
• Comfortable working independently and as part of a wider team.
• Proactive, adaptable, and solutions-focused.
• A strong communicator with excellent interpersonal skills.
• Passionate about community engagement, wellbeing initiatives, and Social Value activities.
• Confident engaging with people at all levels and encouraging participation in events and campaigns.
• Someone who leads by example, gets involved, and inspires others to do the same.
• Creative and enthusiastic, with the confidence to bring forward new ideas that enhance the workplace experience.
• Aware of the importance of health, safety, security, and compliance within a corporate environment.

A full UK driving licence would be advantageous but is not essential.

Why Join Mitie?

At Mitie, our people are at the heart of everything we do. This is an exciting opportunity to join a supportive team and play a key role in delivering an exceptional workplace experience on behalf of Network Rail.

If you are passionate about customer service, understand the importance of security and compliance, and enjoy bringing people together through engagement and Social Value activities, we'd love to hear from you. We're looking for someone who will not only be the face of the building but also become a positive influence within it, helping to create a workplace where people feel welcome, supported, engaged, and connected.

Apply today and become the welcoming face, security ambassador, and engagement champion of Network Rail's workplace experience in Derby.