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:
  • 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.
  • 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.
  • 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.
  • 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.
  • 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

Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring 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 Coop premises by consistently delivering operational activity of the highest standard. 

Service excellence:

• Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
• Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
• Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

• Responsible for acting and behaving in line with One Code
• Responsible for attending / participating in monthly team meetings, briefings & internal communications
• Informed knowledge of all company engagement and communications initiatives

Client relationships:

• Accountable for positive client perception
• Informed knowledge of key stakeholders on the account
• Informed knowledge of the client values and objectives
• Informed knowledge of contribution towards client retention

Finance & Commercial Awareness:

• Responsible for completing monthly timesheet or equivalent and following expenses procedures
• Responsible for caring for any company property provided
• Informed knowledge of the impact of behaviour on the finances of the contract
• Informed knowledge of company USP

People & productivity:

• Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
• Responsible for owning own development, and ensuring all learning is put into practise
• Responsible for personal performance including delivery of agreed personal objectives
• Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

• Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
• Informed knowledge of Link scheme including how to identify business development opportunities
• Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

• Accountable for reporting any near misses, dangerous occurrences or incidents immediately
• Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
• Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
• Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

Strategy: innovation, change & project management:

• Informed knowledge of contract innovations and overall contract and business strategy
• Informed knowledge of upcoming projects and relevant changes to their role

Main Duties

• To act as the first point of contact for Coop employees guests & visitors, ensuring a professional, efficient and customer focussed environment is always maintained.
• Provide exceptional customer service, assistance, and guidance to all visitors to ensure each guest has a great experience during their visit, providing assistance to visitors requiring travel or hotels.
• Support all area's of Front of House as and when required
• To build professional relationships with key stakeholders to develop knowledge of personal requirements and to be recognised as their first line “go to” person
• Attend training as appropriate/on-line/out of house/self-development
• To handle any guest complaints and provide a swift solution or escalate as appropriate
• To ensure you are immaculately dressed in uniform and adhere to Signature grooming standards
• Liaise with service providers to ensure delivery of a quality service, on time, to specification
• To ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.
• Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
• Work to and periodically review and update a standard set of operating procedures
• Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
• Be a key driver in delivering a customer excellence culture ensuring all guests receive an excellent welcome and that you consistently deliver great service
• Customer support and training of the Vgreet system
• Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
• Liaising with FM oversee all contractor activity to minimise impact on site operation and customers
• Raise accident and incident reports and track through to closure
• Provide operational FOH support to any internal events; ensuring minimal disruption in the Reception area
• Actively seek and review customer feedback, track remedial actions through to closure
• Support with all internal and external audits
• Work flexibly to support out of hour requests and extended hours to self cover operations
• To support the Service Level Agreement by ensuring that all activities are carried out effectively
• Review procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution
• To ensure compliance with all COVID-19 process and measures on site; challenging behaviour and reporting all incident / risks to Line Manager
• To assist in any other reasonable duties as required by your colleagues, managers or clients

Person Specification

• Experience in Front of House / Reception or customer service environments ideally gained within a corporate or 5 Star hotel environment
• Customer orientated approach
• Enthusiastic and conscientious
• SIA Licence is required (training will be provided)
• Willing to undertake First Aid Training
• Expert/proven knowledge of Audio Visual and IT systems and the ability to explain this accurately to customers
• Computer literate (Word, Excel, Outlook E-mail)
• Clear, strong and confident communication skills
• Team player with an enthusiastic attitude
• To work efficiently and effectively in a team as well as individually
• Able to work off their own initiative and with minimal direction
• Organised, capable of managing and prioritising multiple workflow requirements
• Excellent written and oral communication skills
• Immaculate personal presentation endorsing the Signature ethos
• Excellent time management and organisational skills
• Able to confidently challenge all non compliant behaviour in line with COVID-19 procedures
• High attention to detail
• Flexible and proactive approach and ability to problem solve
• Passionate about exceptional customer service
• Ability to build positive relations with colleagues, guests and clients
• To be able to move heavy / bulky items

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

• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;
• Ensure compliance with Mitie's information security procedures in all activities;

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.