Better places, thriving communities.
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).
1. Provide exceptional customer service to visitors and colleagues, ensuring that their needs and expectations are met or exceeded
2. Quality check the service and experience being delivered by the team
3. Act as main support to the leadership team and FMs
4. Act as the SPOC (single point of contact) for the Facilities Assistants team relating to client and internal team queries
5. Provide intuitive service with absolute understanding of our customer's needs to create exceptional experiences that result in lasting positive memories
6. 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
7. Resolve client, client or visitor escalations in a timely manner
Main duties
Experience:
8. Support the team to ensure they are delivering service in line with prescribed standards
9. Identify opportunity to streamline and align processes between the buildings in your patch
10. Support the facilities manager, and Signature leadership team to deliver contractual service requirements, ensuring process compliance
11. Be the face of the facilities and guest services team by providing tangible service that is visible and easily accessible
12. 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
13. Greet and acknowledge all visitors and colleagues as they arrive/depart/pass by, ensuring they receive exceptional service
14. Conduct oneself in a professional manner at all times, adhering to established standards of conduct, department procedures and policies
15. Ensure communication and follow-up on any problems, visitor or colleague requests, and special requirements
16. Establish rapport with frequent visitors and building users; keep the wider team and relevant departments well-informed about visitor preferences
Process:
17. Lead briefings in the absence of the facilities manager
18. Carry out floor walks and service audits, and proactively logging work orders and track them through to resolution
19. Carry out onsite facilities inspections
20. Manage stocks of specialist stationery and building equipment
21. Ensure all colleague queries to the shared mailbox are responded to and actioned on the same day
22. Maintain any shared mailboxes, ensuring that resolved emails are deleted or filed on the same day
23. Provide a daily forecast to the FM and leadership team as to what events and high profile meetings are taking place
24. Training of Signature team members, and support cross training of other team members
25. Deliver Toolbox Talks and role specific training
26. Prepare rotas, maintain trackers, and other administrative duties
27. Organise new starter and leaver IT system access, and hardware requirements
28. To support the induction and training of new starters
29. Organise new starter and leaver IT system access, and hardware requirements
30. To support the induction and training of new starters
31. Regular checks of meeting rooms, ensuring all AV/IT kit is functional, and logging work orders as required
32. Support the manager with HR processes and investigations
33. Support the manager to maintain and keep up to date all SOPs and contract specific training materials
34. Support the team to ensure they are meeting task deadlines
35. Act in accordance with health and safety, and manual handling procedures
36. Ad hoc travel to support other locations, which may include overnight stays
37. Support the recruitment process for applicants, such as attending interviews or providing candidate feedback
38. Attend internal and client meetings, representing Mitie to the best standard
39. 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
40. Attend associated training sessions and workshops when scheduled
41. Promote a culture of “continual development” and a “winning mindset” within the team
42. Proactively seek ways to recognise the Signature teams' achievements on a singular or group format, and utilise the recognition and reward schemes available
43. Support the mobilisation of new locations
44. Support the provision of other services, such as mail distribution, IT hardware goods in/out
45. Administrative tasks and ad hoc reporting
46. Creating, updating, and displaying signage as required
47. Track and report revenue opportunities, such as ad hoc overtime
Service:
48. 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
49. Arrange the hire and return of workspace equipment
50. To keep collaboration spaces tidy and return furniture as per locally specified arrangements
51. 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
52. Provide ad hoc cover and support to other work areas, such as: Reception, Mailroom
53. Proactively host and manage queues, striving to make the arrival or departure process as efficient as possible
54. Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
55. Liaise with our clients, colleagues and workplace experience colleagues to support the delivery of their initiatives and activities
56. Provide first line response to Audio Visual queries from colleagues arising from IT/AV equipment installed in meeting rooms and event spaces
57. Regular checks of meeting rooms, ensuring all IT/AV kit is functional, and logging work orders as required
58. 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
59. Utilise a “hands on” approach whilst ensuring the service delivery is at the required standard
60. To actively build relationships with other workstreams and partners, to ensure we are operating as OneMitie
61. Provide support to the wider service team as and when required
62. Complete any reasonable management request or task
63. Deputise in the absence of your Manager or similar supervisory position
Security:
64. Support the Security team in responding to First Aid or Security incidents, and act as Fire Marshal when required.
65. Maintain vigilance for any safety or security irregularities, taking appropriate action or escalating issues promptly.
66. Report systems malfunction immediately to ensure swift resolution.
67. Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
Person Specification
68. 1 to 2 years' of comparable experience in high end hotels, modern workplaces, or tourism and hospitality
69. Warm and engaging communication style, able to quickly build rapport and meaningful relationships with new people
70. A genuine interest in facilities or workplace management and desire to develop within the industry
71. Able to work independently and coordinate multiple tasks at once
72. Essential to possess innovative qualities and highly capable of taking an active role within a dynamic workplace team
73. Have excellent analytical skills and a high level of resilience
74. Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence
75. Immaculate grooming, personal presentation and sense of style
76. Must be able to identify and resolve issues, and to meet and exceed the expectations of our client
77. Must be highly proficient in Outlook, Word, Teams, and Chrome
78. Competent using visitor and space management tools, such as Condeco, ProxyClick, etc
79. SIA certification desirable
80. IOSH certification desirable
81. Essential to be able to process large volume of queries across multiple platforms
82. Core skills required: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, personal organisation
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .