Workplace Assistant

Mitie; Royston; On-site; GBP 23,000 - 27,000; Full time

Job summary

A facilities management company based in Royston seeks a Workplace Assistant to enhance customer experience and support various services. The role includes maintaining service standards, managing post room tasks, and ensuring a clean environment. Suitable candidates should have at least one year in a customer service role and strong communication skills. You will act as the main point of contact for clients while addressing their needs efficiently and professionally. This role offers opportunities for personal growth in a dynamic working environment.

Qualifications

• Minimum of 1 year in a customer-facing Facilities role.
• Strong interpersonal skills with both written and spoken communication.
• Health & Safety trained, minimum IOSH managing safety.

Responsibilities

• Maintain a visible presence and high-quality service.
• Handle daily post room and reprographics tasks.
• Communicate FM activities to clients continuously.

Skills

Customer service

Communication skills

Problem-solving

Attention to detail

Health & Safety awareness

Tools

CAFM systems

Microsoft Office

Job description

Position Overview

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.

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
• Portering.