This role has been designed to support Guest Services teams in delivering an exceptional service to our customers. You will take pride in building and maintaining strong working relationships with both staff and customers, acting as a key point of contact for guidance, support, and day‑to‑day operational advice.
As a Mobile Guest Services Supervisor, you will coordinate and facilitate appropriate training and provide ongoing support to team members. You will also manage HR‑related matters in line with company policies and procedures, ensuring staff operate in accordance with client requirements and site protocols, including supporting the safe and efficient management of footfall within each location.
In addition, you will develop strong relationships with customers, building owners, and facilities management teams to ensure the safe, efficient, and smooth operation of the buildings our guest services team manage. The role requires regular travel, with visits to each site at least once per month, and the flexibility to provide on‑site cover when required.
Working Hours: 40 hours per week
Working Pattern: Hybrid working
Core Hours: Between 07:00 – 17:30
Principal Accountabilities / Key Activities
- Act as the central point of contact on-site for all staff, clients, residents, and guests
- Provide day-to-day operational support to BAE Guest Services staff
- Deliver and promote a strong customer excellence culture
- Manage daily operational issues and on-site impacts, escalating where appropriate
People Management
- Manage annual leave, sickness, and absence, including reporting and conducting return-to-work interviews
- Produce and manage monthly rotas
- Conduct regular one-to-ones, performance reviews, coaching, and training
- Lead investigations in line with company policy
- Manage onboarding of new starters, including Right to Work checks via the Mitie App
- Ensure all staff complete mandatory online training and remain compliant
- Book and coordinate internal and external training (e.g. First Aid, SIA, Fire Marshal, Manual Handling)
Systems & Administration
- Manage Workplace Plus, including scheduling, holiday management, and daily reconciliations
- Compile daily and weekly reports for the client
- Track and manage ongoing client requests and issues
- Review and analyse booking and utilisation data, including no-show information
- Undertake accurate note-taking and record management
Health, Safety & Compliance
- Support emergency procedures and coordinate fire evacuations, liaising with emergency services as required
- Undertake the roles of Fire Marshal, First Aider, and Security support during evacuations
- Raise building maintenance and compliance issues via the Mitie Helpdesk and monitor through to resolution
- Ensure SHE standards and KPIs are met and maintained
Client & Stakeholder Engagement
- Attend meetings with residents and key stakeholders
- Build and maintain strong working relationships with customers, building managers, and internal support teams
- This is a developing role, and additional duties may be assigned as required by management.
What We Are Looking For / Qualifications and Experience
- Demonstrated ability to work effectively as part of a team to achieve positive outcomes and deliver a high standard of customer service
- Proven experience in providing excellent customer service
- Strong organisational and time‑management skills, with the ability to manage competing priorities and meet tight deadlines while maintaining accuracy
- Good interpersonal and communication skills, with the ability to liaise confidently with customers and colleagues at all levels, both verbally and in writing
- Sound knowledge of Workplace Health and Safety (WH&S) practices and policies
- Strong computer literacy, with experience using Microsoft Office applications (Word, Excel, etc.)
- Experience using communication platforms such as Microsoft Teams or Skype is desirable but not essential
- Ability to work independently when required, using initiative and sound judgement
- A minimum of two years' experience in a customer service and/or training-related role is desirable
- Willingness to travel regularly between sites; flexibility and mobility are key requirements of the role
Key Competencies Required
- High level of integrity with a strong sense of urgency
- Self‑awareness with the ability to maintain a big‑picture perspective
- Adaptable, with strong strategic thinking capabilities
- Demonstrates leadership and vision, with the ability to communicate effectively
- Strong judgement, tact, and facilitation skills
Experience
- Previous experience working within a highly regulated environment
- Strong communication, planning, and organisational skills, with good financial awareness
- Willingness to learn, develop, and undertake training to support continuous business improvement
Requirements
- Must hold a valid UK driving licence
- Must have access to their own vehicle
- Business‑use insurance is mandatory and will be required upon appointment
