Workplace Concierge

Ref – 41463
Our values and behaviours
Delivering the exceptional, every day

Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

Our promise to our people: a place to work where you can thrive and be your best every day.

Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

Our culture – our core values and how we behave:

o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers’ business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Job objectives and responsibilities
Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the WPP, Rose Court premises by consistently delivering operational activity 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 (Not Exhaustive)

Liaise with service providers to ensure delivery of a quality service, on time, to specification

To ensure all customer requests are dealt with efficiently and effectively by reporting issues to the Help Desk; and that the customer is kept fully updated with progress

Carry out building H&S, operational daily floor checks, a minimum of 3 times a day, raising and ensuring completion of all actions; and ensuring all floors within our control are set to a defined standard of tidiness and cleanliness using daily check list sheets

Daily communication with the Op Co Floor Managers to update jobs; and conduct walkabouts as needed

Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs

Work to a standard set of operating procedures

Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests

Using initiative and being responsible for taking immediate action when necessary to manage daily standards; particularly those that encroach on H&S stipulations i.e cleaning spills / blocked emergency exit

Communicating and working with Cleaners to manage areas needing special attention by working ‘On Demand’

Moving, lifting and repositioning furniture as required

Ensure all meeting room requests are completed in accordance with the SLA

Working with the catering team where as instructed

To provide a first fix response for the onsite AV equipment and MFDs

Attend weekly service line meetings as instructed to ensure a one team ethos is created throughout the team; using these forums to share information that may impact other service lines

Liaising with Help Desk to oversee contractor activity to minimise impact on site operation and customers

Raise accident and incident reports and track through to closure

Provide operational support to any internal events

Actively seek and review customer feedback, track remedial actions through to closure

Support with all internal and external audits

Work flexibly to support ‘out of hour’ requests and extended hours to self cover operations

To support the Service Level Agreement by ensuring that all activities are carried out effectively

Review procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution

Carrying out new starter inductions

Support and manage internal/external post and courier deliveries/collections as instructed

Assisting in various support jobs on the Op’s Co floors, such as locker resets and collecting e-waste as required

Person Specification

A clear understanding of Health & Safety practices, IOSH certified

Customer orientated approach

Enthusiastic and conscientious

An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers

Computer literate (Word, Excel, Outlook E-mail)

Clear, strong and confident communication skills

Team player with an enthusiastic attitude

To work efficiently and effectively in a team as well as individually

Able to work off their own initiative and with minimal direction

Organised, capable of managing and prioritising multiple workflow requirements

Excellent written and oral communication skills

High attention to detail

Flexible and proactive

Passionate about exceptional customer service and quality standards

Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment

Ability to build positive relations with colleagues, guests and clients, and liase confidently and effectively

To be able to move heavy / bulky items

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’s information security procedures in all activities;

Proactively identify and report security risks to your manager;

Report actual and suspected security incidents;

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.