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:

o   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.

o   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.

o   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.

o   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.

o   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

·       Deliver a five star VIP front of house facilities service to a newly refurbished corporate building.

·       To live and breath our client VIP Customer Service Strategy and to be a role model of that Strategy.

·       Consistently drive performance and introduce best in class working practices.

·       To ensure guests receive a warm welcome to MMC in compliance with the MMC Security Policy, building requirements and Health and Safety Regulations.

·       To take pride In your appearance, presenting yourself in a highly polished and well groomed fashion at all times in accordance with MMC grooming standards.

·       To ensure that the correct uniform is worn, pressed and cleaned regularly and that the uniform policy is adhered to at all times.

·       To be knowledgable of local transport information and amenities such as restaurants and entertainment.

Main duties

·       To communicate regularly via email and over the phone with member's of the business ensuring all their needs are met.

·       To have good building knowledge for assisting in customer and business enquiries.

·       Proactive ‘visual maintenance' of communal areas, staircases, coffee points and copy areas, engaging with the relevant section of the FM teams as appropriate.

·       Report issues through the FM Helpdesk as and when they occur, ensuring that all service requests reported are monitored and completed satisfactorily.

·       Receive objectives and projects from the wider business and work together to achieve the service excellence.

·       Be flexible in approach to work requirements in order to maintain the standards required as a Mitie employee.

·       Be familiar with all fire, emergency and health and safety procedures that apply to the site acting as Fire Marshall in case of evacuation.

·       Manage on site post and deliveries efficiently.

·       Meeting room management and efficiently assisting client requests and assist with First fix AV requirements.

Person Specification

·       Experienced in delivering VIP customer service in a corporate / hospitality environment.

·       Customer Service / Hospitality based qualification is preferred

·       Strong communication skills (both written and verbal).

·       Competence in computers and software packages including MS Outlook, Word, Excel and PowerPoint.

·       The ability to interact confidently with all levels of business and clients.

·       Proactive and forward thinking approach to work, demonstrating adaptability and a desire to improve on existing working practices.

·       Strongly self motivated individual possessing a can do attitude and a drive to learn.

·       A positive, outgoing personality looking to be part of a strong and established team.

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 Mitie's information security procedures in all activities;

·       Proactively identify and report security risks to your manager;

·       Report actual and suspected security incidents;

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.

At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. 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. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right