Job Objectives & Responsibilities

•    Deliver exceptional customer service to all National Grid guests and employees.
•    Represent Mitie in a professional, proficient, and personable manner at all times.
•    Provide a proactive and engaging reception and front-of-house service across all meeting, and guest spaces.
•    Ensure prompt reporting and communication regarding any faults, feedback or Health & Safety issues.

Main Duties

Key Responsibilities
Visitor Management & Guest Experience

•    Operate under a “How Can I Help” mindset.
•    Provide a warm welcome to National Grid visitors, employees and contractors. Ensuring to stand when guests are approaching the desk.
•    Apply security protocols, issue visitor badges, and ensure building access policies are followed.
•    Maintain a clean, professional, and welcoming reception area.
•    Proactively engage with guests and clients, to ensure a positive experience.
•    Notify hosts of guest arrivals via Teams Chat and direct communication (phone/email).
•    Keep reception areas and guest spaces clean and presentable.
•    Keep reception areas and guest spaces clean and presentable.
•    Answer all calls promptly and professionally using the agreed greeting.

Meeting Rooms & Event Support

•    Manage meeting room reservations and set-ups, including AV and catering.
•    Oversee visitor office spaces (executive rooms, internal meeting rooms and hot desks).
•    Coordinate meeting rooms set-ups: manage different room set-ups available.
Office Management & Supplies

•    Ability to guide end-users for FM requests, logging, categorising, and directing issues appropriately.
•    Conduct checks and report maintenance issues promptly.
•    Conduct floor walks, ensuring all spaces are presentable and maintained to the required standard, ensuring they are always in a welcoming and ready condition for guests and colleagues.
•    Order and manage inventory for stationery.
•    Keep communal spaces tidy, well-stocked, and presentable.
Mail & Communication

•    Manage incoming and outgoing post and deliveries.
•    Oversee the shared inbox and respond/escalate queries as appropriate.
•    Coordinate with building reception and service providers for seamless visitor experiences.
•    Liaise with other offices to ensure consistent and aligned operations.
Community & Culture Support

•    Assist with local bookings (taxis, restaurants, dry cleaning, etc.) and ad hoc staff requests.
•    Help organise small office events or engagement activities to support a positive workplace culture.
VIP & Executive Support
•    Respond promptly to requests from the Senior Executives Office and their VIP visitors.
•    Ensure VIP profiling is up to date, flagging any changes to the line manager.
•    Support executive needs with catering, transport, and occasional light admin (e.g., document printing, room booking).
Health & Safety

•    Ensure risk are flagged and logged with Helpdesk if appropriate.
•    Serve as a trained fire warden (training provided).
•    Support compliance with office wellbeing, safety, and hygiene standards.
•    Ensure daily checks and safety walks are carried out in the office daily and documentations are kept visible and updated.
Compliance & Admin Duties

•    Ensure thorough shift handovers and adhere to rota punctuality.
•    Provide general administrative support including mail services, purchase orders, and site administration tasks.
•    Support workplace information systems, FM helpdesk requests, and new starter/site orientation activities.
•    Liaise with the building management team to log and get any updates on issues happening in the office and overall building areas.
•    Manage locker allocation for new employees.
•    Attend team meetings when required and ensure adherence to tasks allocated and new processes agreed.
•    Ensure House Rules, Grooming Standards and SOPs are followed at all times.
•    Ensure familiarisation with Mitie policies and procedures accessing them via the Mitie Portal
Security Awareness

•    Stay alert and report suspicious behaviour on security incidents to your line manager.
•    Ensure security protocols are followed accordingly.
•    Liaise with building security and site managers as needed.
•    Report any suspicious behaviours and incident to your line manager.
Person Specification

Essential
•    Previous experience in a reception or front-of-house role.
•    Excellent verbal and written communication skills.
•    Proficient in Microsoft Office applications (Word, Excel, Outlook).
•    Positive, flexible team player with a proactive attitude.
•    Ability to remain calm under pressure and consistently deliver high-level customer service.
•    Fire Warden and First Aid training (or willingness to obtain).
Desirable

•    Experience acting as a facilities or helpdesk services contact.
•    Experience of working in environments delivering excellent levels of customer care.
•    Familiarity with Visitor Management Systems (e.g. Gallagher, Equiem One, Matrix).

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 and National Grid's information security procedures in all activities.
•    Proactively identify and report security risks to your manager.
•    Report actual and suspected security incidents.

Location & Hours
•    Site-based, 5 days a week at the office.
•    40 hours per week, 8 hours per day, shifts from 7:00am to 7pm – on occasion a flexible finishing time based on client needs.
•    Cover the wider team in our Euston Road office when required.
•    Occasional evening support required for events, with time off in lieu offered.
•    Occasional weekends may be required, with advanced notice received and overtime paid.