Better places, thriving communities.
Job Title: Facilities Supervisor
Contract Length: 6 Months FTC
Position Overview
We are looking for a qualified and experienced Facilities Assistant 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 Facilities Assistant, 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.
The role will report to the Regional Soft Service 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 soft services. Responsibilities not limited to presentation of the soft service lines, client and end user interface/interaction and timely reporting and escalation of issues where applicable.
The Facilities Assistant will form part of the Site Management team and will have people management experience and will be able to motivate, manage and developing people within a changing environment, with strong operational experience and commercial awareness.
Main Role
1. 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
2. To work with the Soft Service Manager to handle all requests from clients and customers – ensuring their requests are centrally supported.
3. To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
4. Liaison with client personnel and end users to ensure a high standard service delivery
5. To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
6. Management of the cleaning team, including recruitment, selection and development of staff
7. Support the selection and training of suitable cleaning operatives and supervisors
8. Ensure the delivery of routine planned and periodic cleaning, including reactive works
9. To ensure the seamless operation of the Conference meeting rooms including the booking, set up and management of the rooms and to liaise with catering as required to ensure catering needs are fulfilled
10. Co-ordination and collation of management information as required by the Soft Service Manager (reports, reportable service failures, work volumes, contract performance, audit results).
11. To be responsible for the continuous strategic review of the Front of House service delivery to the users.
12. Ensure staff are trained to carry out works safely, efficiently and to standard.
Primary Responsibilities
13. 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.
14. Take ownership of issues and the coordination of service suppliers. This will include stepping into services directly, where required, to ensure undisrupted services
15. Ownership of building standards and communication.
16. Ensure the meeting room management is being used efficiently and correctly.
17. Support the occupancy management and client mapping of floors.
18. To be fully conversant with the relevant buildings' Emergency evacuation procedures, including activities associated with GPA's evacuation process (i.e. TagEvac)
19. Have a keen eye for detail and share your notes and feedback to all the teams.
20. Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
21. Assist and liaise with the Commercial Team in developing additional works and variations. Arranging and providing quotations for such work.
22. Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
23. Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
24. To maintain a close working relationship with the relevant Building and Security Management teams
25. To ensure any visitor and building user complaints are investigated and responded to immediately.
26. Delegate in a way that would encourage development and create a sense of ownership.
27. Coach individuals in the team to build a high performing team.
28. Reward and recognise individuals on team performance.
29. Hold monthly team meetings and regular briefings
Experience
Applicants will need to be able demonstrate at least 2 years in a senior supervisory role and relevant experience working in a large-scale commercial Soft Service Operation.. Strong operational experience and commercial awareness with team Management experience - motivating, managing and developing people within a changing environment. 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 and subsequent UK and EU amendments.
Essential Skills:
30. Previous experience in Soft Services or Operations and knowledge of real estate
31. Excellent Supervisory and Organisational skills
32. Hands on and proactive approach
33. Good oral and written communication
34. Good interpersonal and Influencing skills
35. Ability to communicate clearly and confidently and establish client rapport
36. Ability to lead teams
37. Competency and understanding of Statutory/H&S Compliance.
38. IT literate
39. Structured and methodical problem solving
40. Health & Safety trained. Minimum requirement – IOSH managing safety & BICS trained
Desirable:
41. 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,!
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 .