Workplace assistant

Mitie Group plc.; Coventry; On-site; GBP 21,000 - 27,000; Full time

Job summary

Mitie Group plc seeks a proactive Workplace Assistant to be the customer-facing representative for our facilities services. You will build rapport with occupants, ensuring a five-star office experience and act as a cultural ambassador within the building.

Reporting to the Soft Services Coordinator, you will manage mail, reprographics, reception cover, and coordination across service lines. The role requires excellent communication, calmness under pressure, and a commitment to safety and customer

Qualifications

• Minimum 1 year in a customer-facing facilities environment.
• Excellent written and spoken communication skills.
• Must work safely and comply with Health and Safety at Work Act 1974.
• Ability to coordinate with multiple stakeholders and teams.

Responsibilities

• Maintain a visible presence and deliver high-quality service to building users.
• Handle daily post room tasks: sorting mail, distributions, couriers, parcels.
• Provide reprographics services: processing print requests and stock management.
• Coordinate management information for site and Regional Manager.
• Handle client requests and keep the client informed at all times.
• Maintain tidiness and cleanliness across the building and break-out areas.
• Assist with reception cover and pass allocation; locker management; light portering; IT equipment replenishment.
• Communicate FM activities to clients and collaborate with other service lines.
• Walk floors to ensure cleanliness and proactively assist occupants.
• Support reactive and planned cleaning tasks to uphold a five-star standard.
• Act as interface between tenants, client and service lines.

Skills

Client interaction

Decision making

CAFM systems

MS Office

Conflict resolution

Attention to detail

Printing & AV support

Reception skills

Calm under pressure

IOSH safety

Tools

CAFM software

Job description

We are looking for a Workplace Assistant, to be the customer facing representative for our services and to bind together the various facilities services. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations on a daily basis. The Workplace Assistant role is at the forefront of delivering a positive office experience as a cultural ambassador, community advocate within the building. As part of the wider Mitie team. The Workplace Assistant will share best practice with the rest of the service line teams, to ensure service delivery meets the needs of the customer and the business. You must be confident in dealing with difficult customers, problem solving and have the drive to go over and above for all visitors to the site, providing an exceptional customer experience.

The role will report to the Soft Services Coordinator and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across the entire contract. Responsibilities not limited to presentation of the workplace teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The role will be both internal and external facing. In the external facing role, the Workplace assistant will need to provide assurance to the client and at the same time work in a collaborative manner exuding confidence and assertiveness whilst building and maintaining rapport and relationships

Main Role

• Maintain a visible presence with building users and providing a high-quality service and customer experience
• Handle daily post room tasks such as sorting and distributing incoming mail, coordinating outgoing mail and courier collections, managing parcels, and ensuring secure handling of confidential items.
• Reprographics to ensure high-quality, accurate, and timely delivery of printed and distributed materials. Duties include receiving and processing print requests, operating reprographics equipment, and maintaining stock levels of paper and consumables.
• Co-ordination and collation of management information as required by the site Manager and the Regional Manager.
• To handle all requests from clients and customers - ensuring their requests are centrally supported and the client is kept informed at all times
• Ensuring a tidy and clean appearance across the building, at desks, collaboration spaces and break out areas.
• Actively chasing work orders on behalf of the client.
• Assist the tenants, management and line manager by providing support in the following areas: reception cover and pass allocation, locker management, light portering, cleaning, replenishment of IT equipment such as toner changing, paper replenishment and any further reasonable requests.
• Communicating FM activities to the relevant clients.
• Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
• Always maintain a visible presence in all areas.
• Fulfil all reasonable requests from both visitors & colleagues to ensure their comfort, satisfaction and safety at all times.
• Actively walk the floors to check areas are kept clean and tidy, and to ensure we are proactively assisting building occupants.
• Reactive & Planned Cleaning Tasks - Undertake reactive and planned cleaning tasks across site to ensure a five-star standard is always maintained break out areas and hubs.
• To be the interface between tenants, client and our service lines within the contract

Experience

• Drive best standards and practice.
• Seek opportunities to drive efficiency with an eye on technology and innovation within the workplace.
• Conduct daily and weekly floor audits within the building and log any jobs with the helpdesk, ensuring that they are tracked and communicated to the client.
• Proactively build relationships and rapport with our client and customers to contribute to the success of the Net promoter Score (NPS) performance for the contract.
• Play an active role during Fire Emergency in line with the building procedure.
• Actively promote our Customer Experience (CX) Programme with our clients and customers within the contract.
• Follow any such reasonable instruction as issued by Line Management.
• Report H&S issues on Mitie system. Action and close where applicable.

Applicants will need to be able to demonstrate a minimum of 1 year within a strong customer facing Facilities environment. Have high quality interpersonal skills, with excellent written and spoken communication skills both to individuals and groups. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

Essential Skills:

• Experience of daily interaction with client, leadership team, operational management & front-line teams
• Self-disciplined and able to work on own initiative with the ability to make decisions without referral to line manager
• Experience in using CAFM systems - logging jobs and running reports
• Flexible and adaptable approach to work with good problem-solving skills
• Ability to deal positively with conflict situations
• Attention to detail, a focus on standards, methodical and organised
• Computer literacy, competent with the Microsoft Office suite including Word, Excel, PowerPoint and Outlook and the ability to support printing and audio-visual solutions
• Be friendly, sociable and welcoming to our tenants & employees and create a welcoming atmosphere
• Always remain calm, patient and polite when receiving customer feedback
• Be helpful and go out of your way to help guests, employees and the public
• Calm under pressure with an ability to manage across all boundaries.
• Health & Safety trained. Minimum requirement - IOSH managing safety

Desirable:

• SC Clearance
• Knowledge of Building services advantageous
• Previous experience of working in an FM environment
• Valid formal Health & Safety qualification e.g. IOSH (1 or 5 day) is desirable
• Cleaning Skills
• Reception skills
• Post room/reprographics