All applicants must be a UK National

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is 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 focus your attention on the whole guest experience coupling a 5 star service ethic with knowledge of the client business, structure, vision and principles, professionally operating the front desk reception and switchboard, delivering exceptional guest relations and customer services standards.
• To ensure you meet all business needs and that both Mitie's and the Client's reputations are enhanced through your delivery of professional standards and great service.
• Build rapport with varied service streams to gain One Team attitude.
• To build professional relationships with key clients and guests to develop knowledge of personal requirements
• To undertake daily floor walks to include meeting rooms, print areas and breakout areas to tidy them up
• To be flexible in approach and working as a team to deliver the needs of each customer visiting site and using the meeting room and hospitality facilities
• To support the Service Level Agreement by ensuring that all reception activities are carried out effectively
• To ensure you are immaculately dressed in uniform and adhere to strict appearance and grooming standards.
• To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
• To communicate professionally as a representative of Mitie with residents of the building and the client, providing a 5* level of service at all times
• To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.
• To contribute to great team work at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos
• To be articulate and pre-empt the needs of clients and visitors.
• To effectively deliver to all guests, Health, Safety, Security and building information as necessary including evacuation procedure upon arrival
• Must be able to work to a flexible rota in order to meet both business and client needs, including late requests for services
• To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation
• To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc
• To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times
• To actively complete checklists ensuring quality of service and standards pertaining to the presentation and maintenance of the reception area
• To support Mitie facilities with any ad-hoc admin tasks, e.g. raising visitor notices, printing and inputting of any safety data etc
• Ensure QHSE Site file is upto date and adhered to at all times
• Arranging the disposal of confidential waste directly with carrier contractor
• To report any electric vehicle unit faults to Real Eastates and Bp pulse
• To manage the booking management of Pool Cars
• Managing all general shredding on site
• To process meeting room requests including conference rooms
• To liaise with Thales meeting organisers to understand requirements in meeting room set ups and liaise with catering and on site Mitie team
Role Description
© Mitie 2016 |Geographic Extent: Global |Classification: Mitie confidential when complete
• Liaise with Thales staff when meetings need to be moved around to make room for larger or VIP meetings
• To ensure VIP rooms are clean, tidy and readily prepared for visitors
• To assist in any other reasonable duties as required by your colleagues, managers or clients
Person Specification
• Customer focused with the ability to build positive relationships
• Experience of working in corporate customer service environment
• Excellent communication skills and exceptional attention to detail
• Immaculate personal presentation endorsing the Signature five star image
• Proven experience and understanding of an exceptional Customer Service delivery
• Previous experience with visitor management and booking systems preferable
• Excellent time management and organisational skills
• Pro active, flexible and can-do attitude
• The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
• Ability to deal with multiple requests simultaneously
• Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills
• Team player
• Be innovative, identifying improvements and smarter ways of working