Better places, thriving communities. 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 Maintain a visible presence with building users and providing a high-quality service and customer experience Handle daily post room tasks such as sorting and distributing incoming mail, coordinating outgoing mail and courier collections, managing parcels, and ensuring secure handling of confidential items. Reprographics to ensure high‑quality, accurate, and timely delivery of printed and distributed materials. Duties include receiving and processing print requests, operating reprographics equipment, and maintaining stock levels of paper and consumables. Co-ordination and collation of management information as required by the site Manager and the Regional 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. Actively chasing work orders on behalf of the client. Assist the tenants, management and line manager by providing support in the following areas: reception cover and 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. 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 Line Management. Report H&S issues on Mitie system. Action and close where 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 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 under pressure with an ability to manage across all boundaries. Health & Safety trained. Minimum requirement – IOSH managing safety Desirable SC Clearance Knowledge of Building services advantageous Previous experience of working in an FM environment Valid formal Health & Safety qualification e.g. IOSH (1 or 5 day) is desirable Cleaning Skills Reception skills Post room/reprographics Portering. Our market-leading flexible benefits scheme 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 benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more! 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 is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer 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 at. Since 1987, Mitie’s 80,000 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. Apply Now Looking to move roles but not leaving the Mitie family? Why not share your experience with others about life at Mitie?