Reception Support - Derby, United Kingdom - Mitie

Mitie

Verified Company

Derby, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Ref: 34292

Job objectives and responsibilities

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

duties

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 clients.
Able to interact with all levels of personnel, including Senior Executives within the client organisation.
Able to work off their own initiative and with mínimal direction.
Confidently able to manage emergency situations and make decisions as required.
Strong team player with a commitment to support their colleagues.
Excellent written and oral communication skills.
Exceptionally organised and skilled in multitasking.
High attention to detail.
Working knowledge and competent in the use of Microsoft Office software
An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
Computer literate (Word, Excel, Outlook Email)
To be able to move heavy / bulky items safely
A clear understanding of Health & Safety practices
Customer focused with the ability to build positive relationships
Enthusiastic and conscientious approach to all Site Support related tasks
Clear, strong and confident communication skills
Team player with a "can do" attitude