Job Description

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.
We're looking for a Workplace Assistant / Facilities support who will deliver excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures.
Hours: 40 hours per week to be flexible as per the business needs. Typical hours are between 07:00 to 18:00 Monday to Friday (to be confirmed with local manager.
Pay: 28,500 per annum.
Location: NPL Solihull, The Cresent, Birmingham Business Park, B37
Role Responsibilities:

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).

What we're looking for:

• Previous supervisory experience in soft services/cleaning within facilities.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• IT literacy, especially in Microsoft Office and excel.
• IOSH Health & Safety qualification desirable.

What we offer you:

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.

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

• Maintain a visible presence with building users and providing a high-quality service and customer experience
• Co-ordination and collation of management information as required by the Regional Manager and Account Manager.
• To handle all requests from clients and customers - ensuring their requests are centrally supported and the client is kept informed at all times
• Ensuring a tidy and clean appearance across the building, at desks, collaboration spaces and break out areas.
• To be the first point of contact for FM related issues and take responsibility for directing clients to actively log jobs and issues through the GPA helpdesk and to the correct department.
• Actively chasing work orders on behalf of the client
• Assist the tenants, management and line manager by providing support in the following areas: pass allocation, locker management, light portering, cleaning, replenishment of IT equipment such as toner changing, paper replenishment and any further reasonable requests.
• Communicating FM activities to the relevant clients.
• Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
• Always maintain a visible presence in all areas.
• Fulfil all reasonable requests from both visitors & colleagues to ensure their comfort, satisfaction and safety at all times.
• Actively walk the floors to check areas are kept clean and tidy, and to ensure we are proactively assisting building occupants.
• Reactive & Planned Cleaning Tasks - Undertake reactive and planned cleaning tasks across site to ensure a five-star standard is always maintained break out areas and hubs.
• To be the interface between tenants, client and our service lines within the contract

Experience

• Drive best standards and practice.
• Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
• Conduct daily and weekly floor audits within the building and log any jobs with the helpdesk, ensuring that they are tracked and communicated to the client.
• Investigate customer complaints and compliments in accordance with contract procedures, ensuring all relevant matters are escalated to your manager.
• Proactively build relationships and rapport with our client and customers to contribute to the success of the Net promoter Score (NPS) performance for the contract.
• Play an active role during Fire Emergency in line with the building procedure.
• Actively promote our Customer Experience (CX) Programme with our clients and customers within the contract.
• Follow any such reasonable instruction as issued by Senior Line Management
• Report H&S issues on Mitie system. Action and close where applicable.
• Postal services incoming and outgoing.

Applicants will need to be able to demonstrate a minimum of 1 year within a strong customer facing Facilities Management 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:

• Experience of daily interaction with client, leadership team, operational management & front-line teams
• Self-disciplined and able to work on own initiative with the ability to make decisions without referral to line manager
• Experience in using CAFM systems - logging jobs and running reports
• Flexible and adaptable approach to work with good problem-solving skills
• Ability to deal positively with conflict situations
• Attention to detail, a focus on standards, methodical and organised
• Computer literacy, competent with the Microsoft Office suite including Word, Excel, PowerPoint and Outlook and the ability to support printing and audio-visual solutions
• Be friendly, sociable and welcoming to our tenants & employees and create a welcoming atmosphere
• Always remain calm, patient and polite when receiving customer feedback
• Be helpful and go out of your way to help guests, employees and the public
• Calm and authoritative under pressure with an ability to manage across all boundaries in an emergency (i.e. Emergency Evacuation Procedures)
• Health & Safety trained. Minimum requirement - IOSH managing safety

Skills Required