Mobile Support Team - Derby, United Kingdom - Mitie

Mitie

Verified Company

Derby, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Ref 42340:

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

Responsible for acting and behaving in line with One Code
Responsible for attending / participating in monthly team meetings, briefings & internal communications
Informed knowledge of all company engagement and communications initiatives

Client relationships:

Accountable for positive client perception
Informed knowledge of key stakeholders on the account
Informed knowledge of the client values and objectives
Informed knowledge of contribution towards client retention

Finance & Commercial Awareness:

Responsible for completing monthly timesheet or equivalent and following expenses procedures
Responsible for caring for any company property provided
Informed knowledge of the impact of behaviour on the finances of the contract
Informed knowledge of company USP

People & productivity:

Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
Responsible for owning own development, and ensuring all learning is put into practise
Responsible for personal performance including delivery of agreed personal objectives
Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
Informed knowledge of Link scheme including how to identify business development opportunities
Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

Accountable for reporting any near misses, dangerous occurrences or incidents immediately
Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
Informed knowledge of the Mitie Health & Safety values, detailed in the your wellbeing handbook

Strategy:

innovation, change & project management:

Informed knowledge of contract innovations and overall contract and business strategy
Informed knowledge of upcoming projects and relevant changes to their role

Main duties

To provide exceptional levels of customer service.
To act as a meet and greet in the main reception.
To ensure all visitors are recorded onto site and issue Security passes to external guests / contractors.
Work to a standard set of operating procedures processes that are implemented across the Corporate facilities.
To process room booking and video conference requests and issue support documentation to relevant departments.
Produce monthly statistics of utilisations
Process guest WIFI user requests via the online system.
Support Emergency Evacuation procedures responsible for taking the lead in the management of Emergency Evacuations.
Manage anyone working in the building outside of core business hours to ensure their safety and wellbeing.
Manage any issues that arise outside of core business hours, escalating to the relevant person dependent on the issue.
Make decisions and communiucate with anyone working in the building outside of core business hours.
Process incoming and outgoing mail and courier items.
Manage the site stationery supplies.
Raise work requests through the Maximo system for maintenance and cleaning.
Manage bookings for visitor car parking spaces for the facility.
Work as part of a flexible team to provide reception and meeting room support.
Carry out basic administration tasks to support the business.
To support the review of procedures and processes.
Ensure that performance is compliant with agreed SLA.
To put forward any suggestions/initiatives.
To work as part of a team to deliver a first class service within the facility
To support the Service Level Agreement by ensuring that all Site Support activities are carried out effectively
To manage the onsite AV/IT equipment and support the Client with any AV/IT issues
Ensure all meeting spaces are set to a defined standard
To ensure all customer requests are dealt with efficiently and effectively

Person Specification

SIA Licenced (preferable)
Flexible and proactive
Passionate about exceptional customer service.
Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment.
Ability to build positive relations with colleagues, guests and clie