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Form of workWe are seeking a motivated individual to lead our team of workplace facilities coordinators and receptionists for our client, who are a leading Financial Institution.
Customer experience and understanding the customer journey are key priorities for us.
As part of our hospitality assured World Class team, you will lead by example and bring drive and innovation to our business.
Key Responsibilities include:
- Ensuring all guests receive a warm welcome and exceptional service
- Collating and submitting weekly/monthly management information in a timely manner
- Building professional relationships with stakeholders to understand their needs
- Identifying and implementing improvements in reception and concierge services
- Ensuring team members adhere to site rules and maintain a professional appearance
- Completing all necessary paperwork and conducting regular reviews with team members
- Handling recruitment and onboarding of new staff members
- Monitoring schedules, breaks, and work activities to ensure efficiency and quality
- Acting as a central point of contact for all service lines, contractors, clients, and guests
- Monitoring and ordering stock and supplies, as needed
- Escalating maintenance issues or safety concerns promptly
- Providing training for team members and ensuring compliance with safety protocols
- Handling guest complaints and resolving issues promptly
- Maintaining cleanliness and organization in designated areas
- Collaborating with other service areas to deliver quality service
- Adhering to grooming and professionalism standards at all times
- Ensuring effective communication through phone, email, and in person
- Supporting emergency evacuation procedures and ensuring safety protocols are followed
- Prepare meeting rooms for internal and client meetings
- Reporting maintenance, IT, or safety concerns to the appropriate departments
- Conducting daily inspections of facilities and equipment
- Providing operational support for internal events
- Seeking and addressing customer feedback promptly
- Supporting internal and external audits
- Flexible availability to support extended hours or out-of-hours requests
-Assisting with any other reasonable duties as directed by management.
Service Excellence:
-Responsible for contributing towards meeting of Key Performance Indicators (KPIs)
-Responsible for driving standards
-Responsible for team training on company standards (i.e. Standard Operating Procedure (SOP)
-Responsible for managing team based on company standards (i.e. SOP)
-Responsible for leading operational delivery by example
-Consult with line manager on making recommendations to improve SOP
Engagement, culture & communication:
-Responsible for promoting Signature engagement and communications initiatives
-Responsible for sharing all communications in a timely and effective manner
-Responsible for recognising great performance using all company reward and recognition schemes available
-Responsible for ensuring that the team live and work within company values and behaviours outlined in One Code
-Responsible for arranging and holding a minimum of monthly 1-2-1s and monthly team meetings
-Responsible for submitting weekly updates to line manager as required
-Informed knowledge of and contributes towards reports and MI (Management Information) required on site
Client relationships:
-Responsible for liaising with the day-to-day client on the account
-Responsible for involving team in client initiatives
-Consults with line manager on the delivery of the client values and objectives
Finance & Commercial Awareness:
-Responsible for delivering on budgets against variable costs (cover, uniform, training expense etc.)
-Responsible for checking timesheets
-Consults with line manager on any potential financial risks
-Informed knowledge of contract finances
People & productivity:
-Responsible for the performance management of team, including using tools - i.e. 1-2-1s, Personal Improvement Plan (PIPs), Personal Development Plans (PDPs), Mireview, Induction and probation, training reviews
-Responsible for following all Mitie policies and procedures
-Responsible for proactive management of any people related issues
-Responsible for full employee lifecycle including recruitment, Onboarding, induction, retention and exit
-Responsible for managing team development, including delivering on-site training in line with company standards and policies
-Responsible for effective time management of themselves and team
Business development:
-Informed knowledge of all Signature service offerings and other outsourced service lines on site
-Responsible for managing any Business Development initiatives on their site
-Informed knowledge of Link scheme including how to identify business development opportunities
QHSE and wellbeing:
· Accountable for reporting and investigating any near misses, dangerous occurrences or incidents immediately
· Responsible for delivering QHSE related tool box talks and safety related communications to their teams
· Responsible for the health and well being of their team, challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
· Consults with their line manager on any improvements relating to health, safety and environment
· Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
· Responsible for implementing contract innovations, ensuring team members adapt to change in the appropriate way
· Informed knowledge of overall contract and business strategy
· Informed knowledge of upcoming projects and relevant changes to their role
