Facilities Assistant

Salary £26,500 PA

Location: Leeds Wellington Place

Company name: Mitie
Job Title: Roving Ambassador (Facilities Assistant)
Reporting to: Group FOH Lead

Job objectives and responsibilities

• The ultimate goal of the Roving Ambassador is to support the FOH leadership team and facilities manager to deliver contractual service requirements, exceed expectations and create a memorable 5* experience for all who work or visit the building
• Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
• Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories

Main duties

• Act as main support to the facilities manager and FOH lead
• Support the facilities manager, and FOH leadership team to deliver contractual service requirements, ensuring process compliance
• Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required
• Regular checks of meeting rooms, ensuring all kit is functional, and logging work orders as required
• Own and complete the setup of meeting rooms and event spaces, including organizing 3rd party ad hoc removal and storage of furniture
• Provide “at desk” first fix IT and AV support
• Be the face of the facilities team by providing tangible service that is visible and easily accessible
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels
• Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
• Provide ad hoc cover and support to other work areas, such as: Reception, Mailroom
• Lead briefings in the absence of the facilities manager
• Proactively host and manage queues, striving to make the arrival or departure process as efficient as possible
• Carry out floor walks and service audits, and proactively logging work orders
• Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
• To escalate any feedback relating to the service provided by the service team
• Creating, updating, and displaying signage as required
• Liaise with our client Communities and Workplace Experience colleagues to support the delivery of their initiatives and activities
• Support the provision of other services, such as mail distribution, IT hardware goods in/out
• Administrative tasks and ad hoc reporting
• Support onsite facilities inspections
• Focus on out of line safety and security items
• Host contractors on site
• Respond to First Aid incidents
• Lost property management
• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
• Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
• Provide support to the wider service team as and when required
• Complete any reasonable management request or task
• Deputise in the absence of your Manager or similar supervisory position

Person Specification

• 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality
• Warm and engaging communication style, able to quickly build rapport and meaningful relationships with new people
• A genuine interest in facilities or workplace management and desire to develop within the industry
• Able to work independently and coordinate multiple tasks at once
• Essential to possess innovative qualities and highly capable of taking an active role within a dynamic workplace team
• Have excellent analytical skills and a high level of resilience
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate grooming, personal presentation and sense of style
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
• SIA certification desirable
• IOSH certification desirable
• Essential to be able to process large volume of queries across multiple platforms
• Average 70wpm typing speed desirable

Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

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.