Guest Services Coordinator: Front Desk & Engagement

Mitie Cleaning & Hygiene Services; East Midlands; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Flexible benefits platform (Choices)

MiDeals discounts

Cycle-to-work scheme

Life cover

Salary Finance access

Job summary

Mitie is recruiting for a Guest Services Coordinator in Derby, supporting Network Rail. You will be the first point of contact, balancing exceptional customer service with security and compliance, while promoting engagement and social value initiatives.

The role covers reception, administration, security, and workplace experience, with occasional travel to other sites and a focus on creating an inclusive, engaging workplace culture.

Responsibilities

• Deliver a professional, welcoming, and customer-focused front-of-house experience.
• Meet and greet visitors, contractors, and colleagues, ensuring all guests receive a positive experience.
• Carry out visitor verification, security checks, and access control procedures.
• Issue visitor and staff passes and provide health and safety inductions where required.
• Answer telephone calls and respond to email enquiries promptly and professionally.
• Manage the Reception Inbox and ensure all enquiries are responded to within agreed timescales.
• Coordinate meeting room bookings and support client requirements.
• Sort and distribute incoming mail, parcels, and deliveries.
• Maintain a professional, organised, and presentable reception environment at all times.
• Produce and maintain monthly reports, including visitor statistics, no-show reports, staff pass records, and internal audit documentation.
• Assist with producing and distributing the Network Rail Signature newsletter.
• Conduct stock checks of audio-visual equipment and site consumables.
• Maintain accurate records and ensure documentation is stored correctly.
• Support internal audits and compliance activities.
• Ensure health and safety notices, posters, and information remain current and compliant.
• Maintain up-to-date health and safety files with the support of the Regional Guest Services Manager.
• Support and promote a strong security culture throughout the building.
• Verify visitor credentials and ensure all access procedures are followed.
• Balance security requirements with excellent customer service standards.
• Escalate security, safety, or operational concerns appropriately.
• Complete daily, weekly, and monthly building safety inspections.
• Conduct regular floor walks and report defects or maintenance issues.
• Review security checklists and ensure faults are rectified or reported.
• Assist during emergency situations, including evacuations and incident response.
• Coordinate planned and reactive maintenance activities.
• Work alongside the Compliance Manager to ensure maintenance works are completed within agreed Service Level Agreements.
• Monitor kitchens, breakout spaces, and communal areas, ensuring they remain clean, safe, and presentable.
• Order and manage building consumables and supplies.
• Support the overall presentation and smooth operation of the workplace.
• Provide support at other sites when required. Occasional travel may be necessary.
• Take an active role in supporting Mitie and Network Rail Social Value initiatives throughout the year.
• Lead, coordinate, and promote engagement activities, campaigns, and events across the building.
• Encourage participation from colleagues, visitors, and stakeholders to maximise involvement and impact.
• Act as an ambassador for workplace wellbeing, inclusion, community engagement, and charitable activities.
• Work closely with the wider Engagement and Social Value teams to support key initiatives and events.
• Support fundraising, volunteering, awareness campaigns, and community projects.
• Bring energy, enthusiasm, and new ideas to help create a positive and engaging workplace culture.
• Lead by example by actively participating in events and encouraging others to get involved.
• We are seeking an enthusiastic individual who takes pride in delivering an exceptional customer experience and understands the importance of maintaining a safe, secure, and engaging workplace.
• We are looking for someone who will not only be the face of the building but also become a positive influence within it, helping to create a workplace where people feel welcome, supported, engaged, and connected.

Job description

Mitie is recruiting for a Guest Services Coordinator in Derby, supporting Network Rail. You will be the first point of contact, balancing exceptional customer service with security and compliance, while promoting engagement and social value initiatives.

The role covers reception, administration, security, and workplace experience, with occasional travel to other sites and a focus on creating an inclusive, engaging workplace culture.