Overview
Monday to Friday | Salary £40,000
Our values and behaviours: Delivering the exceptional, every day.
Our purpose and promises
* Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
* Our promise to our people: a place to work where you can thrive and be your best every day.
* Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Culture and values
* We are one Mitie. We work as one to deliver a seamless, unrivalled service. We are all in it together; if we can help a customer or colleague in any way, we will.
* We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
* We go the extra mile: keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for colleagues and customers and keeping our promises is in our DNA.
* Our diversity makes us stronger: we are proud of our diverse culture and backgrounds. Diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
* Our customers\' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Responsibilities
* Lead and manage the front of house team to deliver an authentic first-class service.
* Ensure our brand and culture are fully delivered by all team members.
* Promote the service offering internally and externally to deliver growth within the region.
* Deputise for Newbury site leadership as needed.
* Ensure customer requests are dealt with efficiently and effectively.
* Develop and work to a standard set of operating procedures and processes.
* Oversee the operational delivery of all service lines and contractors on site.
* Drive a customer excellence culture and build professional relationships with key stakeholders.
* Lead relationships with Mitie service partners and contractors to deliver on the strategy.
* Act as central point of contact on-site for all service lines, contractors, clients and guests.
* Carry out internal audits and inspections; use data to drive improvements and efficiencies.
* Attend and formulate actions from monthly service reviews; collaborate across the portfolio for consistency.
* Create a culture of innovation; present suggestions and initiatives to senior managers.
* Support planned audits; manage communications to facilities teams; travel to Speechmark London and other UK locations as required.
Main duties and performance areas
* Service Excellence: measure and report on KPIs with client input; use KPI outcomes to improve delivery; implement and continuously improve SOPs.
* Engagement, Culture & Communication: create and manage contract reports and MI; ensure high-quality communication; champion engagement in initiatives.
* Client Relationships: provide regular updates and reporting to the client; align the team with Signature and Client values; address client requests proactively.
* Finance & Commercial Awareness: contribute to contract performance; identify cost-saving or revenue opportunities; understand key contractual terms.
* People & Productivity: manage and develop team performance; ensure HR processes are followed and team members are supported.
* Business Development: support tender processes and contribute to wider growth strategy.
* QHSE and Wellbeing: maintain documentation and training schedules; review incidents, audits and risk assessments; promote safety and wellbeing.
* Strategy, Innovation & Project Management: set team objectives; manage site and portfolio projects; implement service improvements.
Person specification
* Passionate about leading and creating an environment where everyone can thrive.
* Excellent analytical skills.
* Proven knowledge and experience in high level and bespoke events.
* Proven track record in managing people and complex stakeholder relationships.
* Commercial experience.
* Strong report writing skills.
* Flexible attitude.
* Experience working in a challenging, fast-paced corporate environment.
Desirable
* IOSH - Fire Warden and First Aid training (or willingness to obtain).
* Familiarity with Visitor Management Systems (e.g., Proxyclick, VGreet).
* Experience supporting or coordinating events.
Health, Safety and Information Security
* Health and Safety responsibilities: follow Group and company policies; report deficiencies; use PPE properly; report training needs.
* Information Security: comply with Mitie procedures; identify and report security risks; report incidents.
Note: This job description is intended to give the post holder an appreciation of the role; specific tasks and objectives will be agreed and may be varied by the Company. Mitie is committed to diversity and inclusion; all suitably qualified applicants will receive consideration for employment without discrimination.
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