Job Overview
-Assistant Workplace Experience Manager (AWEM) will support the Workplace Experience Manager in the delivery of all Next Gen FM workplace services associated with one of the designated ‘hub and spoke' group of buildings across the East HMRC estate (i.e. located around Edinburgh, Newcastle, Leeds, Nottingham, Stratford (London) or Croydon). Dependent upon the designated ‘hub' this support could be targeted towards a specific ‘spoke' property or group of properties.
-The AWEM will be part of the integrated FM team and focus strongly on, first-class customer service and supporting strong positive collaborative relationships with building occupiers, and supply chain partners.
-They will work with service partners and audit performance to ensure that service levels are met and H&S requirements are met and assistin managing a team of cleaners and other operatives as required.
-Training and mentoring will be provided to the successful candidate to enhance development in the role.
Main Duties
-Assist the Workplace Experience Manager in managing services in the buildings within their area of responsibility, to ensure that services are aligned to the HMRC Account and Mitie operational processes and procedures
-Assist with the monitoring and management of attendance, absence and annual leave (including co-ordination of annual leave across allocated buildings or operations) reporting to management/HR as required
-Assist in ensuring the teams have a clear understanding of the risk assessments process and inspection process for buildings (i.e. workplace assessment, fire, life safety systems) in order to support the regional FM team
-Establish, maintain and develop effective professional working relationships with clients, Mitie staff and other key stakeholders.
-Assist in ensuring that the budget is adhered to and all levels of expenditure are within the set portfolio targets
-Assist in ensuring service delivery is in line with contractual requirements and SLA's/KPI's.
-Carry out inspections, drills and sign off of subcontractor works.
-Collate and update data in various forms, and support report formulation and presentation.
-Facilitate the visit of subcontractors and audit service delivery as required, and instruct any additional task as
-Support the delivery of high levels of customer experience by the site team(s) and supply partners, focussing on continuous improvement
-Assist in managing the site team as required and assist in ensuring the delivery of Health and Safety arrangements according to Mitie Policy and appropriate risk assessments.
-Attend sites out of normal working hours to either engage with the Mitie team members and HMRC customers as needed to ensure services are delivered and / or as part of an emergency recovery exercise
-Undertake other duties which may be required which are within the capability and/or experience of the postholder.
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What we are looking for
-Knowledge / Experience
-Working knowledge of FM service delivery
-Good communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
-Well organised, flexible, with the ability to multi-task, prioritise and manage competing demands
-Strong understanding and respect for confidentiality
-Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.
-Willingness to learn across multiple disciplines
-Strong customer care skills and a customer service focussed approach
-A flexible approach with the ability to work as part of a team and motivated to be able to work with minimal supervision, lone working at times.
Desirable
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-IOSH managing Safely (this training will be given to all successful candidates if not already held)
-Good communications skills, both written and verbal.
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