Job Description

Job Title: Workplace Assistant

Rate of Pay: 12.60 per hour

Contract: Permanent, Full Time

Weekly Contractual Hours: 40

Location: GPA, Cheylesmore House, Quinton Park, Coventry, West Midlands, England, CV1 2WT



We are looking for a Workplace Assistant, to be the customer facing representative for our services and to bind together the various facilities services. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations on a daily basis. The Workplace Assistant role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building. As part of the wider Mitie team. The Workplace Assistant will share best practice with the rest of the service line teams, to ensure service delivery meets the needs of the customer and the business. You must be confident in dealing with difficult customers, problem solving and have the drive to go over and above for all visitors to the site, providing an exceptional customer experience.



The role will report to the Soft Services Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.



The role will be both internal and external facing. In the external facing role, the Workplace assistant will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships.

Main Role

The role requires maintaining a strong visible presence for building users while consistently delivering high?quality service and an excellent customer experience. Responsibilities include managing all daily post room operations, such as sorting and distributing incoming mail, coordinating outgoing mail and courier collections, handling parcels, and ensuring the secure handling of confidential items. The position also involves delivering reprographics services by receiving and processing print requests, operating reprographics equipment, and maintaining adequate stock levels of paper and consumables to ensure accurate, high?quality, and timely production of printed materials. The role further includes coordinating and collating management information as required by the Site Manager and Regional Manager. You will handle all client and customer requests, ensuring central support and consistent communication so the client is kept informed at all times.



Additionally, the role supports maintaining a tidy and clean appearance throughout the building, including desks, collaboration areas, and breakout spaces, and requires proactively chasing work orders on behalf of the client. You will assist tenants, management, and your line manager in areas such as reception cover, pass allocation, locker management, light portering, cleaning tasks, IT equipment replenishment--including toner changes and paper restocking--and any other reasonable requests. Effective communication of FM activities to relevant clients is essential, as is maintaining ongoing communication with all service lines to ensure seamless delivery for building occupants. The position requires fulfilling all reasonable requests from visitors and colleagues to ensure their comfort, satisfaction, and safety, while also conducting regular floor walks to confirm that areas remain clean, tidy, and proactively supported. The role includes carrying out both reactive and planned cleaning tasks across the site to maintain a consistent five?star standard in breakout areas and hubs. Ultimately, you will act as the key interface between tenants, the client, and all service lines within the contract, ensuring efficient coordination and a high standard of service delivery.

Experience

The role requires an individual with strong experience who can drive best standards and practices across all areas of service delivery. A key responsibility is to continuously seek opportunities to improve efficiency, with a particular focus on technology and innovation within the workplace. The position involves conducting daily and weekly floor audits throughout the building and logging any required jobs with the helpdesk, while ensuring all tasks are properly tracked and communicated to the client. Building proactive relationships and rapport with both the client and customers is essential, as this contributes directly to the success of the contract's Net Promoter Score (NPS) performance. The role also includes playing an active part during fire emergencies in accordance with building procedures, and actively promoting the Customer Experience (CX) Programme to clients and customers within the contract. The individual must follow any reasonable instructions issued by line management and report all Health & Safety issues through the Mitie system, taking appropriate action and closing them when applicable.
Applicants will need to be able to demonstrate a minimum of 1 year within a strong customer facing Facilities environment. Have high quality interpersonal skills, with excellent written and spoken communication skills both to individuals and groups. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

Essential Skills

The ideal candidate must possess strong experience in daily interaction with clients, leadership teams, operational management, and frontline teams. They should be self?disciplined, capable of working on their own initiative, and confident in making decisions without needing to refer to a line manager. Experience using CAFM systems, including logging jobs and running reports, is essential. The role requires a flexible and adaptable approach, supported by effective problem?solving skills and the ability to manage conflict situations positively. Attention to detail, a strong focus on maintaining high standards, and a methodical, organised working style are key requirements. The candidate must be computer?literate and proficient in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook, along with the ability to support printing and audio?visual solutions. A friendly, sociable, and welcoming manner toward tenants and employees is crucial for creating a positive atmosphere. They must remain calm, patient, and polite when receiving customer feedback, always being helpful and willing to go out of their way to support guests, employees, and the public. The ability to stay composed under pressure and confidently manage situations across different boundaries is essential. Health and Safety training is required, with a minimum requirement of IOSH Managing Safely.

Desirable Skills

Desirable qualifications and experience for this role include holding SC Clearance and having knowledge of building services, which is considered advantageous. Previous experience working in a facilities management (FM) environment is preferred, as is possession of a formal Health & Safety qualification such as IOSH (either the 1?day or 5?day course). Additional beneficial skills include cleaning experience, reception skills, post room and reprographics knowledge, as well as portering experience.