Workplace Assistant

Mitie Cleaning & Hygiene Services; Antrim; On-site; GBP 28,000 - 42,000; Full time

Job summary

Mitie Cleaning & Hygiene Services is seeking a Workplace Assistant to support the Workplace Services Manager in delivering soft services, catering, reception and administration across the EY contract. The role focuses on maintaining exceptional service levels and driving continuous improvement within a corporate environment.

The successful candidate will lead on frontline operations, coordinate with client teams, and ensure resources are available to meet demands while upholding safety and

Qualifications

• Demonstrable experience leading and supporting high profile client-side workplace projects.
• Great telephone skills and verbal communication.
• Customer focused, organized, and professional.

Responsibilities

• Support the development and delivery of soft services focused on workplace and housekeeping.
• Confidently support the wider Workplace teams and manage day-to-day operations ensuring service levels are met.
• Consult closely with the client and key users to become the senior contract contact.
• Ensure resources meet demands across all areas.
• Proactively review operations to maximise efficiency and develop the operation.
• Manage external vendors to deliver high quality, value-adding services.
• Deliver cleaning and waste management across the contract.
• Embed the Mitie Touchpoints concept within the EY contract.
• Ensure implementation of HSEQ policies and processes.
• Support Health and Safety risk assessments and business continuity processes.
• Support performance appraisals and ad-hoc performance management.

Skills

Team leadership

Customer service

Communication

Facilities management

Health & Safety awareness

Education

National level qualification in leadership or customer services

Job description

Job Description

The Workplace Assistant will support Workplace Services Manager to deliver the workplace and soft service operations for all functions within the scope of works. Inclusive of workplace services, catering and vending, front of house reception and client services, maintenance, cleaning, records management, print device availability and stationery.

Better places, thriving communities.

The Workplace Assistant will support Workplace Services Manager to deliver the workplace and soft service operations for all functions within the scope of works. Inclusive of workplace services, catering and vending, front of house reception and client services, maintenance, cleaning, records management, print device availability and stationery.

They will support the wider workplace team to ensure that the workplace services function is achieving an exceptional service, satisfying the business objectives and targets, and that the wider workplace team are working effectively and efficiently.

Contribute to areas of continuous improvement and service development.

They will ensure that all business processes are conducted in accordance with account policies and in a standard which protects and enhances the image and reputation of Mitie and EY as client.

Functional Experience & Qualities

• A capable team leader with demonstrable experience supporting and supervising high profile client-side workplace projects.
• Great telephone skills and verbal communication
• Customer focused, organized, and professional.
• Ability to work in a team environment with excellent interpersonal and communication skills.
• National level qualification in team leadership, management, or customer services desirable
• Demonstrable experience in facilities management services in a corporate environment.
• Ability to communicate and interact with client and team members at all levels.
• Ability to motivate on-site teams and drive exceptional experience.
• IOSH qualified - desirable

Reporting to: Workplace Services Manager - UK Regions

Key Responsibilities and Tasks

• Support the development and delivery of soft services focusing on workplace and Housekeeping. Requiring a responsive customer experience through highly engaged focused teams.
• To confidently support the wider Workplace teams and manage all processes within the day-to-day operation ensuring all service levels are maintained.
• To consult closely with key client, contact as well as key users of the service. To become the senior contact for the contract
• To ensure resources meet demands in all areas.
• To proactively review all operational areas to maximise efficiency and develop the operation.
• Effective management of service streams and external vendors to ensure delivery of high quality, value-adding services.
• Responsibility for the effective delivery of cleaning and waste management services across the contract
• To work with all service stream leads to embed the Mitie Touchpoints concept within the EY contract.
• To ensure the effective implementation of all HSEQ and other policies and processes
• To support as required to conduct Health and Safety risk assessments.
• To support the Client business continuity processes
• To ensure that service levels are being met in all work areas.
• Support the Workplace Services Manager in the delivery and execution of team performance appraisals and ad-hoc performance management.

Role Purpose

• Function as a key support for the EY workplace experience in all key service areas client facing and EY back of house working floors.
• Ownership and responsibility for supporting a total Workplace delivery within the building using the Mitie helpdesk and the wider Workplace network.
• To provide supervision and support of Mitie and EY Workplace teams within the buildings.
• To always ensure adequate cover in conjunction with any service providers.
• To ensure the office working environment and workplace services supporting the business is to financial and qualitative standards, meet customer expectations and are continually improved.
• To operate as the local 'eyes and ears' of the workplace team bringing any areas of improvement or issues to the local Workplace Services Manager's attention.
• To encourage a self-help ethos within the business and continue for all Workplace related incidents to be logged via the Mitie FM Helpdesk.
• To ensure resource is re-deployed as necessary based on workload in conjunction with any service providers.
• As the Workplace Manager, you are responsible for ensuring that your building is safe and that the people who are in the building are not affected by the facilities.

Main Role Responsibilities

Strategy and Direction

Lead By Example

• Ensure that the workplace team etiquette is in line with the values of Mitie and EY as client.

A2D Policy and Procedures

• Undertake workplace audits, (daily, weekly, monthly)
• Document and own all output actions following audit completions.
• Housekeeping of all communal areas, quiet/study booths, internal meeting rooms, hot desks and client facing areas
• Housekeeping of all vending machines and kitchenettes.
• Monthly cleaning audits to be undertaken via online reporting tool.

Business Continuity/Pandemic plans

• Manage, support and train team in managing an incident.
• Working with the client Business Resilience Team update local office and regional information as and when required.
• BCP hard copy downloaded and both available.
• Escalation procedure
• Ad-Hoc out of hours may be required where the local building manager/LL is not able to support.

Post & Print

• Post compliance.
• Courier procedure
• Stationery purchasing

Security management

• Security pass management
• To report incidents to security as appropriate
• To advise individuals to secure attractive items including laptops in accordance with the firm's instructions.
• Access Control Management
• Complete ISO 27001 requirements

Telecommunication & IT Support

• Competent to operate, train and support team on the use of meeting room technology.
• Undertake IT related support, where agreed with your workplace manager.

Space Utilisation and Building Maintenance

• Maintain and update local Storage plans for personal and team allocations.
• Helpdesk - management of process and delivery for your local office
• Support of M&E PPM planner, ensuring that statutory tasks are undertaken, and timelines adhered to

Business Resilience

• Implement and deliver responsibilities as detailed below in 'WPC H&S Responsibilities'
• Monthly returns
• HSE Assessments
• Manual Handling
• Local office induction's
• Local office risk assessments
• Fire Marshall and First Aid trained.
• Ensure the office has the required number of First Aiders and trained Fire Marshalls

Supplier Performance Management

• Support the Regional Workplace senior management team to ensure compliance with the relevant service level agreements considering the supply chain. Bring to the attention of the Regional Management team any issues or shortcoming in local service.
• Build relationships and