Role Purpose

The Workplace Coordinator plays a vital role in delivering an exceptional workplace experience within a professional services environment. Acting as a key ambassador for both Mitie and the client, the role supports the day-to-day delivery of workplace operations, ensuring the highest standards of service, professionalism, and customer experience are consistently achieved.

The successful candidate will demonstrate a strong work ethic, excellent organisational skills, and a collaborative approach to working with colleagues, clients, and journey partners. They will foster positive stakeholder relationships, support community engagement initiatives, and work closely with multiple service streams to deliver a seamless and world-class workplace experience.

Key Responsibilities

Workplace Operations

• Support the delivery of workplace and soft services across all operational areas within Three Chamberlain Square.
• Ensure all workplace environments are maintained to a consistently high standard, creating a professional, safe, and welcoming experience for colleagues, clients, and visitors.
• Manage and monitor work orders through the internal work order system, ensuring issues are progressed, communicated, and closed within agreed service levels. Escalate reoccurring service issues and support corrective action plans.
• Conduct regular workplace inspections and audits, identifying opportunities for continuous improvement and proactively resolving issues.
• Support the implementation of workplace initiatives, office moves, projects, and operational changes.
• Support with workplace communications and campaigns.
• Welcoming new joiners and coordinating onboarding experiences.
• Support the production of weekly and monthly operational performance reports.
• Monitor service performance against KPIs and SLAs.

Stakeholder & Community Engagement

• Build and maintain strong relationships with key stakeholders at all levels of the business.
• Act as a visible and approachable point of contact for workplace-related matters.
• Support the development of an engaged workplace community through events, activations, wellbeing initiatives, and communication activities.
• Promote a culture of collaboration, inclusion, and service excellence across the workplace.

Service Excellence

• Deliver and maintain a world class service standard, aligning with our Hospitality Assured principles.
• Continuously seek opportunities to enhance the workplace experience and improve customer satisfaction.
• Ensure all service delivery aligns with contractual obligations, client expectations, and Mitie service standards.
• Proactively communicate with stakeholders, managing expectations and providing timely updates on workplace matters.

Collaboration & Teamwork

• Work collaboratively with other service streams including Guest Services, Hospitality, Cleaning, Security, Engineering, and external suppliers.
• Support a "One Team" culture by promoting effective communication and partnership across all workplace functions.
• Share best practice and contribute positively to team objectives and continuous improvement initiatives.
• Provide operational support and cover across workplace functions where required.

Health, Safety & Compliance

• Support the implementation of Health, Safety, Environment and Quality (HSEQ) policies and procedures.
• Identify and report hazards, incidents, and workplace risks, taking appropriate action where necessary.
• Assist with workplace inductions, emergency preparedness activities, and business continuity processes.
• Ensure compliance with company policies, client standards, and relevant legislation.
• Support the wider resilience team with access control management.
• Assist with the preparation and delivery of all internal and external audits.
• Track actions arising from audits, inspections, and client reviews.

Skills & Experience

Essential

• Experience working within workplace, facilities management, hospitality, customer service, or corporate environments.
• Strong organisational and administrative skills with the ability to manage multiple priorities effectively.
• Excellent communication and interpersonal skills.
• Strong stakeholder management and relationship-building capability.
• Demonstrable commitment to delivering outstanding customer service.
• Self-motivated with a proactive and solution-focused approach.
• Strong attention to detail and ability to work independently while contributing effectively to a wider team.

Desirable

• Experience within a professional services environment.
• Knowledge of health and safety requirements within a corporate workplace.
• IOSH qualification or willingness to work towards one.
• Experience supporting workplace events, community engagement, or employee experience initiatives.

Personal Attributes

The successful candidate will:

• Demonstrate a strong work ethic and positive attitude.
• Be highly organised and able to prioritise competing demands.
• Thrive in a collaborative, team-oriented environment.
• Be passionate about creating exceptional workplace experiences.
• Build credibility and trust with stakeholders at all levels.
• Take ownership of issues and follow through to successful resolution.
• Show initiative and continuously look for ways to improve services and processes.
• Embody Mitie's values and commitment to service excellence in everything they do.
• Demonstrate flexibility and willingness to support out of hours events.
• Has a keen eye for detail.

What Success Looks Like

• Consistently delivers a world class workplace experience.
• Strong stakeholder and community engagement across the office.
• High levels of customer satisfaction and service performance.
• Effective management and resolution of work orders and operational issues.
• Positive contribution to workplace culture, operational excellence, and continuous improvement.

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