Better places, thriving communities.
Position: Contract; 7 months
Position Overview
We are looking for a qualified and experienced Soft Service Coordinator to lead our (Front of House Services) reception, mail and cleaning teams, providing a high-quality experience to all guests and clients in the GPA site office buildings in Coventry. As the Soft Service Coordinator, you will be able to demonstrate a passion for delivering a 5* customer experience. You will be responsible for the management of all Front of House Services including meeting rooms, Mail/Logistics and the Cleaning team, ensuring coordination with other services providers to enable a seamless customer experience. Ancillary to this you will be accountable for achieving and maintaining the standardisation of processes and procedures. The role will also call for the provision of professional support, advice and local knowledge to staff, building users and visitors. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.
Main Role
* Lead the Front of House teams and maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
* To work with the Area Soft Service Manager to handle all requests from clients and customers – ensuring their requests are centrally supported.
* To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
* Liaison with client personnel and end users to ensure a high standard service delivery
* To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
Primary Responsibilities
* Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
* Take ownership of issues and the coordination of service suppliers. This will include stepping into services directly, where required, to ensure undisrupted services
* Ownership of building standards and communication.
* Ensure the meeting room management is being used efficiently and correctly.
* Support the occupancy management and client mapping of floors.
* To be fully conversant with the relevant buildings' Emergency evacuation procedures, including activities associated with GPA's evacuation process (i.e. TagEvac)
* Have a keen eye for detail and share your notes and feedback to all the teams.
* Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
* Assist and liaise with the Commercial Team in developing additional works and variations. Arranging and providing quotations for such work.
* Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
* Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
* To maintain a close working relationship with the relevant Building and Security Management teams
* To ensure any visitor and building user complaints are investigated and responded to immediately.
* Delegate in a way that would encourage development and create a sense of ownership.
* Coach individuals in the team to build a high performing team.
* Reward and recognise individuals on team performance.
* Hold monthly team meetings and regular briefings
Experience
Essential Skills:
* Previous experience in Soft Services or Operations and knowledge of real estate
* Excellent Supervisory and Organisational skills
* Hands on and proactive approach
* Good oral and written communication
* Good interpersonal and Influencing skills
* Ability to communicate clearly and confidently and establish client rapport
* Ability to lead teams
* Competency and understanding of Statutory/H&S Compliance.
Desirable
* IT literate
* Structured and methodical problem solving
* Health & Safety trained. Minimum requirement – IOSH managing safety & BICS trained
* Knowledge of Building services advantageous
* Previous experience of working in a diverse soft service delivery team
* Health and safety background
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 £10,000
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 Harnaik Sahdra at
Since 1987, Mitie's 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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