Workplace Support Coordinator - London, United Kingdom - Mitie

Mitie

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Overview

To support and coordinate all FM services within an allocated building, floor or department ensuring that the area is set up and ready for business allowing Client team members to focus on delivering their key objectives.

To promote and manage customer expectations, develop and maintain excellent relationships with all customers' particularly key clients and customers/stakeholders.

Provide the highest levels of customer service in all aspects of the role be someone who strives to continually provide a quality service over and above the customer's expectations.

Contribute to the development of business wide initiatives, particularly focused on increasing customer satisfaction.

Set consistent standards, approaches and processes across their allocated area and share best practice with the rest of the team.

Recommend new improved ways of working based on departmental analysis to ensure delivery of facilities management services meets the needs and requirements of the customer.

To meet objectives set by your line manager and wider management team and to follow Interserve processes and procedures whilst also fitting into the Client way of working.

Have attention to detail, experience of working in a corporate environment and communicating effectively at all levels of the organisation while also demonstrating excellent customer management.

Ensure facilities management key performance indicator requirements are met and service level agreements are completed within the agreed timescales, managing the customer communication for any jobs and faults logged from reporting through to completion.

Have the confidence to deal with problem solving and develop skills in dealing with audio-visual equipment, reprographics, minor repairs, event management & assistance, visitor hosting & induction for visitors.

Ensure a safe working environment and working practices are carried out in their designated area.

Applicants with a customer service background will have a distinct advantage for this role.

Main Duties
Customer Service

Deliver excellent customer service, at all times
Establish good working relationships with the customers in order to be recognised as the natural go to person and a trusted partner.
Be highly visible in designated area to client staff, meet & greet visitors with eye contact and a smile when entering your area in a professional manner
Direct people to the correct destination as required through site knowledge
Fulfill all reasonable requests from both visitors & client employees to ensure their comfort, satisfaction and safety
Tailor service to the individual based on their needs and requirements, use the clients name where appropriate
Be aware of what's happening in the building to help provide appropriate information to guests & visitors
Coordination of all FM services in your designated areas and take real ownership of this area of responsibility Innovate look at ways to streamline business processes and create the most effective environment for the customer/client
Be aware of client policies and procedures in order to inform the department of the best way to solve problems
Confident and direct approach when dealing with customers

Communication

Ensure knowledge of team member and department movements
Liaise closely with other departments i.e. security, reception, porterage, mail room, housekeeping, engineering
Be involved in and contribute to team meetings
To prepare and maintain a hand over between shifts
Assisting with floor orientation and equipment induction of new staff.
Regular meetings and progress updates with Department Heads, PA's and FM management team.
Develop an effective working relationship with the National Service Centre (NSC), understand the impact of the NSC on your teams activities and performance and to actively seek and feedback opportunities for improvements.
A team player that will help & support other Workplace coordinators and also help and support team members in the wider team
Sharing knowledge between the team as an ongoing form of communication and learning
Plus any other adhoc duties as and when required

Administration

Ensure all tasks are logged with the helpdesk and a record of all tasks is kept up to date and managed through to completion
Run and monitor reports daily to ensure target SLA performance.
General administrative support, communication and hosting as required
Prepare letters, documents and reports as required
Be fully aware of all company policies relating to security, post & mail, H&S and other sitespecific building rules
Mail delivery to the correct location.
Attend training as and when required

Brand Standards