Job objectives and responsibilities

This is an integral role in the delivery of FM services and in maintaining high standards of service throughout the North East, acting as an ambassador for both MITIE and Network Rail.

You will be accountable for the FM services delivery across the Network Rail sites as well as being responsible for all FM communication to the Network Rail colleagues. You are a key part of every customer's journey and experience whilst in 
the building and are an ambassador to exceptional customer service.

Establishing great relationships with our Customers and inspiring the team to take full ownership of all FM services are key to this role as well as driving the FM Customer service agenda across our service teams. By doing so, this role will 
make a real contribution to making Network Rail's workplace a fantastic working environment.

You will facilitate and manage the delivery of specific FM services within designated areas of Network Rail. Providing a positive, professional and seamless link between FM teams and various supply partner teams, Network Rail colleagues and their visitors. As a highly motivated Lead co-ordinator the key focus for this role will be to create a single and visual point of contact for employees regarding all day to day FM service requirements, providing exceptional customer service, building strong relationships & communication streams between colleagues and the FM teams, while maintaining an approach of continuous development.

Main duties

• Facilitate the delivery of all FM related services at key sites, whilst ensuring customer requirements are met and their needs are anticipated at all times, to be proactive in delivery
• Engage with all MITIE partners so as to ensure a collaborative and efficient approach and a swift response to all service requests. This will require continual communication with the FM Helpdesk and service managers/supervisors in addition to keeping the customer up to date at all times
• To arrange monthly cleaning audits and tenants meetings where required and be the main point of contact for SSM,S 
  Contractors, Stakeholders ETC.
• Full responsibility for regularly updating Network Rail colleagues, face to face, on progress of tasks being carried out which have been reported by them and seeking their comments and feedback as and when appropriate Proactive ‘visual maintenance' of communal floor areas, including hubs, staircases, coffee points and copy areas, engaging with the relevant members of the FM team as appropriate
• Take full ownership of all aspects of meeting rooms including housekeeping, AV equipment and fabric and environment
• Responsible for assisting with the updating of CAFM on the progress of logged jobs and closing out all applicable IFM PPMS.
• Report issues through the Helpdesk as and when they occur, ensuring that all service requests reported are monitored and completed satisfactorily within your area and within the agreed SLA's
• To work alongside the Customer in a consultative manner offering support and guidance on areas of practical Quality, Health,Safety and Environmental. 
• To assist with the responsiblity for all compliance documentation assisting to ensure all documentation is regularly updated and maintained, to take ownership of log books at all allocated sites ensuring that they are kept fully up to date.
• To assist the Workplace Operations Manager as and when required where there is no Senior Workplace Co-ordinator in place
• Adhere to Quality, Safety, Health and Environmental policies and procedures on site and to MITIE's policies and procedures. 
• To be flexible in approach to work patterns and systems to maintain the standards required, may be required to start earlier or finish later than the usual 08.00 to 17.00 on occasions.
• Will be travelling to other sites in the Doncaster Area
• Adhere to any reasonable management requests from line managers or client contact
• Be prepared to cover for the Senior Workplace Coordinator

Person Specification

• Must have previous experience in multi occupancy and large scale account. customer service and IFM service delivery, helpdesk processes, workflows with knowledge of HR and QHS&E procedures and legislation
• Clear, confident communication skills with the ability to communicate effectively with a wide range of people both written and verbal.
• Be a Team player with an enthusiastic attitude 
• Pro-active approach
• Self-motivated and creative
• Analytical thinker with demonstrable problem solving skills.
• Good relationship and stakeholder management
• Ability to manage and prioritise workload effectively
• Customer Service orientated
• Good time keeping
• Observe the dress code at all times – full uniform, clean and tidy hair, nails with conservative make-up and jewellery where appropriate. Due to Health and Safety issues no facial piercings with the exception of religious beliefs
• Must have (as a minimum) IOSH Managing Safely certification
• Computer Literate
• Must hold a valid driving licence
• Preferable to hold IOSH Managing Safety