Overview
Job objectives and responsibilities: The ultimate goal of the Facilities Assistant Team Leader is to act as a brand ambassador for standards, lead and run daily shifts in your patch, and coordinate Facilities Assistants on shift to proactively manage the workspace. You will quality check service delivery, act as a role model for standards, support the leadership team to deliver contractual service requirements, and be an active and contributing senior member of the Guest Services team. You will handle special requests, including preferences for colleagues and visitors on site, and deliver a warm, professional concierge-style service that exceeds expectations for all building users.
Responsibilities
* Provide exceptional customer service to visitors and colleagues, ensuring their needs and expectations are met or exceeded.
* Quality check the service and experience delivered by the team.
* Act as main support to the leadership team and FMs.
* Act as the SPOC (single point of contact) for the Facilities Assistants team relating to client and internal team queries.
* Provide intuitive service with understanding of customer needs to create exceptional experiences that result in lasting positive memories.
* Own the daily touchpoint journey, ensuring all colleague and client-facing areas are set to agreed layout, fabric, and housekeeping standards; proactively log jobs as required.
* Resolve client, colleague, or visitor escalations in a timely manner.
Main duties
* Support the team to deliver service in line with prescribed standards.
* Identify opportunities to streamline and align processes between buildings in your patch.
* Support the facilities manager and Signature leadership team to deliver contractual service requirements, ensuring process compliance.
* Be the face of the facilities and guest services team by providing tangible service that is visible and easily accessible.
* Recognize by sight the identities and roles of senior management (as advised by the Client) and build good working relationships with their personal assistants.
* Greet and acknowledge all visitors and colleagues to ensure exceptional service.
* Conduct oneself professionally, adhering to established standards of conduct and policies.
* Communicate and follow up on problems, requests, and special requirements.
* Establish rapport with frequent visitors and keep the wider team informed about visitor preferences.
Process
* Lead briefings in the absence of the facilities manager.
* Carry out floor walks and service audits; log work orders and track to resolution.
* Carry out onsite facilities inspections.
* Manage stocks of specialist stationery and building equipment.
* Ensure all colleague queries to the shared mailbox are answered the same day; maintain shared mailboxes and file resolved emails the same day.
* Provide a daily forecast to the FM and leadership team regarding events and high-profile meetings.
* Train Signature team members and support cross-training of other team members; deliver Toolbox Talks and role-specific training.
* Prepare rotas, maintain trackers, and perform other administrative duties.
* Organise new starter and leaver IT system access and hardware requirements; support induction and training of new starters.
* Regular checks of meeting rooms; ensure AV/IT kit is functional and log work orders as required.
* Support HR processes and investigations; maintain up-to-date SOPs and contract-specific training materials.
* Support the team to meet task deadlines; act in accordance with health and safety and manual handling procedures.
* Ad hoc travel to support other locations, including overnight stays.
* Support recruitment processes by attending interviews or providing candidate feedback.
* Attend internal and client meetings, representing Mitie to the best standard.
* Maintain accurate personnel files including working hours, payroll, training, and development records in line with contractual requirements; attend training sessions as scheduled.
* Promote a culture of continual development and a winning mindset within the team; recognise team achievements and utilise recognition schemes.
* Support mobilisation of new locations; provide other services such as mail distribution and IT hardware in/out; perform administrative tasks and ad hoc reporting.
* Create, update, and display signage; track and report revenue opportunities, such as ad hoc overtime.
Service
* Own and complete the setup of meeting rooms and event spaces to requested layouts and standards; manage third-party removal and storage of furniture.
* Arrange hire and return of workspace equipment; keep collaboration spaces tidy and restore furniture as specified.
* Triage colleague queries received in person, email, and online; respond promptly or direct to the right team or self-service channels.
* Provide ad hoc cover to other work areas (Reception, Mailroom); manage queues to improve arrival/departure efficiency.
* Maintain a hands-on approach while ensuring service delivery is at the required standard.
* Liaise with clients, colleagues, and workplace experience colleagues to support initiatives.
* Provide first-line response to Audio Visual queries from IT/AV equipment in meeting rooms and event spaces; perform regular checks and log work orders as required.
* Provide information on city maps, directories, and local services; build relationships with other workstreams to operate as OneMitie.
* Provide support to the wider service team as required and deputise for the manager when needed.
Security
* Support the Security team in responding to first aid or security incidents and act as Fire Marshal when required.
* Maintain vigilance for safety or security irregularities and escalate promptly.
* Report system malfunctions promptly to ensure swift resolution.
* Welcome and manage contractors on site, ensuring compliance with building protocols and security procedures.
Person Specification
* 1 to 2 years of comparable experience in high-end hotels, modern workplaces, or tourism and hospitality.
* Warm and engaging communication style; able to build rapport quickly.
* Genuine interest in facilities or workplace management and desire to develop within the industry.
* Ability to work independently and coordinate multiple tasks.
* Innovative, proactive, and able to take an active role within a dynamic workplace team.
* Strong analytical skills and resilience; exceptional verbal, written, and interpersonal communication.
* Immaculate grooming and presentation; able to identify and resolve issues and meet client expectations.
* Proficient in Outlook, Word, Teams, and Chrome.
* Experience with visitor and space management tools (e.g., Condeco, ProxyClick) is preferred.
* SIA and IOSH certifications are desirable.
* Ability to process a large volume of queries across multiple platforms; core skills include attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, and personal organisation.
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