All applicants must be a UK National
To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is 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
- To focus your attention on the whole guest experience coupling a 5 star service ethic with knowledge of the client business, structure, vision and principles, professionally operating the front desk reception and switchboard, delivering exceptional guest relations and customer services standards.
- To ensure you meet all business needs and that both Mitie's and the Client's reputations are enhanced through your delivery of professional standards and great service.
- Build rapport with varied service streams to gain One Team attitude.
- To build professional relationships with key clients and guests to develop knowledge of personal requirements
- To undertake daily floor walks to include meeting rooms, print areas and breakout areas to tidy them up
- To be flexible in approach and working as a team to deliver the needs of each customer visiting site and using the meeting room and hospitality facilities
- To support the Service Level Agreement by ensuring that all reception activities are carried out effectively
- To ensure you are immaculately dressed in uniform and adhere to strict appearance and grooming standards.
- To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
- To communicate professionally as a representative of Mitie with residents of the building and the client, providing a 5* level of service at all times
- To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.
- To contribute to great team work at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos
- To be articulate and pre-empt the needs of clients and visitors.
- To effectively deliver to all guests, Health, Safety, Security and building information as necessary including evacuation procedure upon arrival
- Must be able to work to a flexible rota in order to meet both business and client needs, including late requests for services
- To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation
- To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc
- To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times
- To actively complete checklists ensuring quality of service and standards pertaining to the presentation and maintenance of the reception area
- To support Mitie facilities with any ad-hoc admin tasks, e.g. raising visitor notices, printing and inputting of any safety data etc
- Ensure QHSE Site file is upto date and adhered to at all times
- Arranging the disposal of confidential waste directly with carrier contractor
- To report any electric vehicle unit faults to Real Eastates and Bp pulse
- To manage the booking management of Pool Cars
- Managing all general shredding on site
- To process meeting room requests including conference rooms
- To liaise with Thales meeting organisers to understand requirements in meeting room set ups and liaise with catering and on site Mitie team
Role Description
© Mitie 2016 |Geographic Extent: Global |Classification: Mitie confidential when complete
- Liaise with Thales staff when meetings need to be moved around to make room for larger or VIP meetings
- To ensure VIP rooms are clean, tidy and readily prepared for visitors
- To assist in any other reasonable duties as required by your colleagues, managers or clients
Person Specification
- Customer focused with the ability to build positive relationships
- Experience of working in corporate customer service environment
- Excellent communication skills and exceptional attention to detail
- Immaculate personal presentation endorsing the Signature five star image
- Proven experience and understanding of an exceptional Customer Service delivery
- Previous experience with visitor management and booking systems preferable
- Excellent time management and organisational skills
- Pro active, flexible and can-do attitude
- The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
- Ability to deal with multiple requests simultaneously
- Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills
- Team player
- Be innovative, identifying improvements and smarter ways of working
