All Applicants must be a UK National
Hours : - 37.5 hours per week Monday - Thursday 07:30 - 16:30, Friday 07:30-11:30
Job objectives and responsibilities
The ultimate goal of the Mobile Workplace Experience Co-Oridnator is to provide flexible, high-quality support across multiple client contracts, helping site-based Guest Services and Workplace Experience teams maintain resilience, continuity and consistency of service. Each contract may have different ways of working, systems and processes, so this role requires someone who can adapt quickly, step confidently into a variety of environments and deliver a warm, professional and memorable experience for visitors, colleagues and clients.
Provide flexible, high-quality support across a range of Guest Services and Workplace Experience responsibilities, including reception, concierge, workplace coordination, meeting and event support, administration and operational cover.
Maintain service continuity across multiple client sites by confidently stepping into different roles, adapting quickly to local processes and supporting teams where additional resource, absence cover or operational resilience is required.
Work confidently and independently when required, including occasions where they may be the only Guest Services team member on site, taking ownership of service delivery and escalating appropriately when support is needed.
Adapt flexibly to last-minute scheduling changes, maintaining a positive, helpful and professional approach while supporting business and client priorities.
Deliver a consistently warm, professional and engaging experience for visitors, colleagues and clients, ensuring every interaction reflects Mitie and our Client's service standards.
Take ownership of varied day-to-day tasks, from supporting front-of-house activity and workplace operations to resolving service issues, escalating concerns and following through on customer requests.
Act as a reliable and proactive ambassador for the wider Guest Services team, contributing to a seamless, consistent and memorable workplace experience across the portfolio.
Main duties
Experience:
- Act as a confident, professional and welcoming first point of contact, delivering a high- quality hospitality experience and creating exceptional first impressions across multiple client sites.
- Operate with a proactive “How can I help?” mindset, anticipating the needs of visitors, colleagues and clients and offering attentive, personalised support.
- Build strong relationships with clients, stakeholders, visitors, colleagues and service partners to support a seamless workplace experience.
- Manage visitor enquiries, registrations, access requests, deliveries and correspondence professionally and efficiently, adapting to local site processes.
- Host, escort and support a variety of visitors, colleagues, contractors and VIPs, ensuring each journey through the workplace feels welcoming, professional and well managed.
- Support VIP arrivals, executive visits and high-profile meetings, ensuring arrivals, departures and visitor flow are well managed and consistently polished.
- Act as a visible and accessible ambassador for Guest Services, Workplace Experience and Facilities, representing Mitie and client standards with pride.
- Responsible for acting and behaving in line with one code
- Accountable for positive client perception.
Process:
- Deliver services in line with site-specific SOPs, SLAs, KPIs, company policies and
workplace standards, maintaining consistency across all locations.
- Adapt quickly to different systems, processes and client requirements, ensuring local
ways of working are followed accurately and confidently.
- Take ownership of visitor, colleague and client requests, ensuring clear
communication, timely follow-up and appropriate escalation where required.
- Proactively identify, resolve and escalate service issues, building faults, feedback and
operational concerns through the correct channels.
- Maintain awareness of workplace activity, including planned maintenance, events,
daily operations and service updates, to support smooth service delivery.
- Demonstrate a hands-on, solution-focused approach, supporting continuous
improvement, operational resilience and service excellence.
- Accountable for reporting Near miss/dangerous occurrences incidents immediately
- Responsible for working in a safe manner at all times and in line with any SOPs and
QHSE folder.
- Responsible for following time of work, grievance, whistle blowing and disciplinary procedures.
- Informed company knowledge of USP
Service
- Provide flexible front-of-house, workplace, concierge, administration and operational support across a range of client sites and service lines.
- Use visitor management, workspace, access, helpdesk and workplace systems accurately, ensuring records, audit trails and service requests remain up to date.
- Support meeting room setups, workplace events, hospitality requests, catering coordination and executive or VIP visits in line with client requirements. • Conduct regular floor walks, workplace inspections, meeting room checks and service audits, identifying issues and logging work orders through to completion.
- Provide first-line support for meeting room technology, Audio Visual queries, switchboard operations, telephone enquiries, shared mailboxes and helpdesk requests.
- Maintain communal, meeting, collaboration and event spaces so they remain tidy, presentable, functional and ready for colleagues, visitors and clients.
- Support mailroom services, deliveries, collections, workplace signage, supplies, stationery, peripheral equipment and general workplace administration where required.
- Liaise with on-site teams, contractors, service providers and site leadership to ensure customer enquiries are resolved or escalated within agreed service levels.
- Provide ad hoc cover and flexible support across multiple locations, service lines and operational requirements, including short notice changes where required.
- Support the wider Workplace Experience, Guest Services and Facilities teams with reasonable management requests and additional responsibilities as required.
- Informed knowledge of the clients' values and objectives Security, Safety & Compliance · Manage visitor, colleague and contractor access in line with client security protocols, ensuring appropriate identification is checked, displayed and recorded.
- Maintain accurate visitor pass registers, access records and audit trails, completing checks and escalating discrepancies promptly.
- Welcome and manage contractors on site, ensuring they follow workplace, security, health and safety and compliance procedures.
- Support emergency evacuation procedures, business continuity arrangements and incident response activity, including First Aid, Fire and Security situations where required.
- Act as a Fire Marshal where trained and designated, maintaining awareness of safety and security responsibilities at each site.
- Remain vigilant for safety, security, equipment or system concerns, reporting faults, malfunctions and risks immediately through the appropriate channels.
- Work in accordance with all Health & Safety, security, manual handling, site-specific compliance and Mitie policy requirements.
Day-to-day Duties
- Thorough check of meetings rooms to ensure readiness for use, to include:
- Whiteboards / flipcharts are cleared o Provision of flipchart pads
- Provision of whiteboard pens (ensure no permanent markers are in room)
- Desk is clean and cleared
- TV remote has batteries (use to switch on TV to check)
- Bins are empty (picked up by Mitie daily) o No personal belongings have been left in the room
- Floors are clear of debris o Chairs are neatly arranged
- Sanitiser wipes are supplied (report to Mitie Cleaning if required)
Person Specification
- This role would suit someone who brings energy, confidence and a genuine passion for service.
- Often, no two days are the same, so you will enjoy variety, adapt quickly to different environments and take pride in creating a welcoming, professional and memorable workplace experience for every visitor, colleague and client you support.
What You'll Bring
- Excellent verbal, written and interpersonal communication skills.
- A genuine passion for delivering service excellence and creating memorable workplace experiences.
- A confident, approachable and professional style, with strong personal presentation and attention to detail.
- The ability to stay organised, calm and positive in a fast-paced, varied and changing environment.
- Experience using visitor, workspace or workplace management systems such as Condeco, ProxyClick or similar would be advantageous, but is not essential.
- Confidence using workplace technology, including tablets, radios, headsets and digital communication tools.
- A proactive approach to identifying issues, taking initiative and implementing practical solutions.
- Accountability, adaptability and a strong sense of ownership in everything you do.
- Willingness to obtain an SIA licence and/or First Aid certificate if required for specific
client, site or operational requirements, with any required training or certification funded in line with company policy.
Essential Requirements
- Willingness and ability to travel regularly between client sites.
- Flexibility with start times, finish times and working locations to meet service requirements.
- Ability to adapt quickly to changing priorities, last-minute requests and different site processes.
- Confidence to work independently and unsupervised when required, including being the only Guest Services team member on site at times.
- Comfortable working across different locations on a day-to-day basis.
- Strong communication, organisation and problem-solving skills.
- Computer literacy, including confident use of Outlook, Teams, Word and other standard workplace systems.
- Willingness to learn and confidently use a range of office technology, including AV equipment, switchboards, Microsoft Teams Rooms and other site-specific systems.
- SC Clearance checks or willing to have them done
- UK National
- Driving licence/ identification
Health and Safety responsibilities
- Follow all Group, company and site-specific health, safety and environmental policies, procedures and working practices at all times.
- Report any deficiencies in systems of work, equipment, processes or workplace conditions that may impact service delivery or create a risk to health, safety or the environment.
- Use all work equipment and PPE correctly, including any site-specific personal protective equipment required, in line with training, instructions and client requirements.
