Job Description

Job objectives and responsibilities
The ultimate goal of the Facilities Assistant Team Leader is to act as brand ambassador for standards, lead and run the daily shifts in your patch, and coordinate the Facilities Assistants on shift to proactively manage the workspace. You will quality check service delivery, act as a role model for standards. To support the leadership team to deliver our contractual service requirements. To be an active and contributing senior member of the Guest Services team, ready to step in and support any area at any time. To handle special requests including preferences for colleague's and visitor's time on site, as well as show intuition and empathy in all kinds of situations. To conduct oneself in a warm, professional and engaging manner and deliver a concierge style service that exceeds expectations and creates a memorable 5* experience for all building users (visitors and colleagues).

• Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
• Quality check the service and experience being delivered by the team
• Act as main support to the leadership team and FMs
• Act as the SPOC (single point of contact) for the Facilities Assistants team relating to client and internal team queries
• Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories
• Daily ownership of the physical touchpoint journey, ensuring all colleague and client facing areas are set to agreed layout, fabric, and housekeeping standards and proactively logging jobs as required
• Resolve client, client or visitor escalations in a timely manner

Main duties
Experience:

• Support the team to ensure they are delivering service in line with prescribed standards
• Identify opportunity to streamline and align processes between the buildings in your patch
• Support the facilities manager, and Signature leadership team to deliver contractual service requirements, ensuring process compliance
• Be the face of the facilities and guest services team by providing tangible service that is visible and easily accessible
• Recognize by sight the identities and roles of all senior management (as advised by the Client from time to time), as well as build a good working relationship with the personal assistants of such senior managers
• Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
• Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
• Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
• Establish rapport with frequent visitors and building users; keep the wider team and relevant departments well-informed about visitor preferences

Process:

• Lead briefings in the absence of the facilities manager
• Carry out floor walks and service audits, and proactively logging work orders and track them through to resolution
• Carry out onsite facilities inspections
• Manage stocks of specialist stationery and building equipment
• Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day
• Maintain any shared mailboxes, ensuring that resolved emails are deleted or filed on the same day
• Provide a daily forecast to the FM and leadership team as to what events and high profile meetings are taking place
• Training of Signature team members, and support cross training of other team members
• Deliver Toolbox Talks and role specific training
• Prepare rotas, maintain trackers, and other administrative duties
• Organise new starter and leaver IT system access, and hardware requirements
• To support the induction and training of new starters
• Organise new starter and leaver IT system access, and hardware requirements
• To support the induction and training of new starters
• Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required
• Support the manager with HR processes and investigations
• Support the manager to maintain and keep up to date all SOPs and contract specific training materials
• Support the team to ensure they are meeting task deadlines
• Act in accordance with health and safety, and manual handling procedures
• Ad hoc travel to support other locations, which may include overnight stays
• Support the recruitment process for applicants, such as attending interviews or providing candidate feedback
• Attend internal and client meetings, representing Mitie to the best standard
• Support the manager to maintain accurate and up to date personnel files including working hours, payroll, training and development records in line with contractual requirements
• Attend associated training sessions and workshops when scheduled
• Promote a culture of "continual development" and a "winning mindset" within the team
• Proactively seek ways to recognise the Signature teams' achievements on a singular or group format, and utilise the recognition and reward schemes available
• Support the mobilisation of new locations

• Support the provision of other services, such as mail distribution, IT hardware goods in/out
• Administrative tasks and ad hoc reporting
• Creating, updating, and displaying signage as required
• Track and report revenue opportunities, such as ad hoc overtime

Service:

• Own and complete the setup of meeting rooms and event spaces to requested layouts and standards, including organizing 3rd party ad hoc removal and storage of furniture
• Arrange the hire and return of workspace equipment
• To keep collaboration spaces tidy and return furniture as per locally specified arrangements
• Triage colleague queries received in person, email and online, responding in a timely manner or referring them to the right team or self service channels
• Provide ad hoc cover and support to other work areas, such as: Reception, Mailroom
• Proactively host and manage queues, striving to make the arrival or departure process as efficient as possible
• Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard
• Liaise with our clients, colleagues and workplace experience colleagues to support the delivery of their initiatives and activities
• Provide first line response to Audio Visual queries from colleagues arising from IT/AV equipment installed in meeting rooms and event spaces
• Regular checks of meeting rooms, ensuring all IT/AV kit is functional, and logging work orders as required
• Learn, know and be able to provide visitors and colleagues with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options etc
• Utilise a "hands on" approach whilst ensuring the service delivery is at the required standard
• To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
• Provide support to the wider service team as and when required
• Complete any reasonable management request or task
• Deputise in the absence of your Manager or similar supervisory position

Security:

• Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.
• Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
• Report systems malfunction immediately to ensure swift resolution.
• Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.

Person Specification

• 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality
• Warm and engaging communication style, able to quickly build rapport and meaningful relationships with new people
• A genuine interest in facilities or workplace management and desire to develop within the industry
• Able to work independently and coordinate multiple tasks at once
• Essential to possess innovative qualities and highly capable of taking an active role within a dynamic workplace team
• Have excellent analytical skills and a high level of resilience
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
• Immaculate grooming, personal presentation and sense of style
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
• Must be highly proficient in Outlook, Word, Teams, and Chrome
• Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
• SIA certification desirable
• IOSH certification desirable
• Essential to be able to process large volume of queries across multiple platforms
• Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
• 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality * Warm and engaging communication style, able to quickly build rapport and meaningful relationships with new people * A genuine interest in facilities or workplace management and desire to develop within the industry * Able to work independently and coordinate multiple tasks at once * Essential to possess innovative qualities and highly capable of taking an active role within a dynamic workplace team * Have excellent analytical skills and a high level of resilience * Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence * Immaculate grooming, personal presentation and sense of style * Must be able to identify and resolve issues, and to meet and exceed the expectations of our client * Must be highly proficient in Outlook, Word, Teams, and Chrome * Competent using visitor and space management tools, such as Condeco, ProxyClick, etc * SIA certification desirable * IOSH certification desirable * Essential to be able to process large volume of queries across multiple platforms * Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation

Skills Required