Position Overview

We are looking for a Workplace Assistant, to be the customer facing representative for our services and to bind together the various facilities services. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations on a daily basis. The Workplace Assistant role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building. As part of the wider Mitie team. The Workplace Assistant will share best practice with the rest of the service line teams, to ensure service delivery meets the needs of the customer and the business.  You must be confident in dealing with difficult customers, problem solving and have the drive to go over and above for all visitors to the site, providing an exceptional customer experience.

The role will report to the Soft Services Coordinator  and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The role will be both internal and external facing. In the external facing role, the Workplace assistant will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships

• Maintain a visible presence with building users and providing a high-quality service and customer experience
• Handle daily post room tasks such as sorting and distributing incoming mail, coordinating outgoing mail and courier collections, managing parcels, and ensuring secure handling of confidential items.
• Reprographics to ensure high‑quality, accurate, and timely delivery of printed and distributed materials. Duties include receiving and processing print requests,  operating reprographics equipment, and maintaining stock levels of paper and consumables.
• Co-ordination and collation of management information as required by the site Manager and the Regional Manager.
• To handle all requests from clients and customers – ensuring their requests are centrally supported and the client is kept informed at all times
• Ensuring a tidy and clean appearance across the building, at desks, collaboration spaces and break out areas.
• Actively chasing work orders on behalf of the client.
• Assist the tenants, management and line manager by providing support in the following areas: reception cover and pass allocation, locker management, light portering, cleaning, replenishment of IT equipment such as toner changing, paper replenishment and any further reasonable requests.
• Communicating FM activities to the relevant clients.
• Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
• Always maintain a visible presence in all areas.
• Fulfil all reasonable requests from both visitors & colleagues to ensure their comfort, satisfaction and safety at all times.
• Actively walk the floors to check areas are kept clean and tidy, and to ensure we are proactively assisting building occupants.
• Reactive & Planned Cleaning Tasks – Undertake reactive and planned cleaning tasks across site to ensure a five-star standard is always maintained break out areas and hubs.
• To be the interface between tenants, client and our service lines within the contract

Experience

Applicants will need to be able to demonstrate a minimum of 1 year within a strong customer facing Facilities environment.  Have high quality interpersonal skills, with excellent written and spoken communication skills both to individuals and groups. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

• Experience of daily interaction with client, leadership team, operational management & front-line teams
• Self-disciplined and able to work on own initiative with the ability to make decisions without referral to line manager
• Experience in using CAFM systems – logging jobs and running reports
• Flexible and adaptable approach to work with good problem-solving skills
• Ability to deal positively with conflict situations
• Attention to detail, a focus on standards, methodical and organised
• Computer literacy, competent with the Microsoft Office suite including Word, Excel, PowerPoint and Outlook and the ability to support printing and audio-visual solutions
• Be friendly, sociable and welcoming to our tenants & employees and create a welcoming atmosphere
• Always remain calm, patient and polite when receiving customer feedback
• Be helpful and go out of your way to help guests, employees and the public
• Calm under pressure with an ability to manage across all boundaries.
• Health & Safety trained. Minimum requirement – IOSH managing safety

• SC Clearance
• Knowledge of Building services advantageous
• Previous experience of working in an FM environment
• Valid formal Health & Safety qualification e.g. IOSH (1 or 5 day) is desirable
• Cleaning Skills
• Reception skills
• Post room/reprographics

Portering.