Workplace Assistant / Facilities support supervisor

Mitie Group plc.; Lifford; On-site; GBP 29,000; Full time

Job summary

A leading facilities management company seeks a supervisor to manage soft services in Lifford. Responsibilities include ensuring compliance with performance standards, conducting audits, and maintaining service quality. Ideal candidates will have supervisory experience in cleaning or facilities and excellent communication skills. This full-time role offers £28,500 per annum, requiring flexibility with working hours and attention to detail to enhance customer service and uphold high standards.

Benefits

Access to virtual GP

Financial support services

Flexible lifestyle benefits

Qualifications

• Previous supervisory experience in soft services or cleaning.
• Excellent communication and customer service skills.
• Minimum 1 year in a customer-facing Facilities Management environment.

Responsibilities

• Conduct audit inspections and monitor performance against SLAs.
• Manage cleaning tasks and ensure compliance with Health & Safety regulations.
• Coordinate information as required by management.

Skills

Customer service skills

Organisational skills

Problem-solving skills

Time management

Attention to detail

Tools

Microsoft Office

CAFM systems

Job description

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.

Hours: 40 hours per week to be flexible as per the business needs. Typical hours are between 07:00 to 18:00 Monday to Friday (to be confirmed with local manager). Pay: £28,500 per annum. Location: NPL Solihull, The Crescent, Birmingham Business Park, B37.

Role Responsibilities

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).
• Maintain a visible presence with building users and providing high‑quality service and customer experience.
• Coordinate and collate management information as required by the Regional Manager and Account Manager.
• Handle all requests from clients and customers, ensuring they are centrally supported and the client is kept informed at all times.
• Ensure a tidy and clean appearance across the building, desks, collaboration spaces and breakout areas.
• Be the first point of contact for FM related issues and direct clients to actively log jobs and issues through the GPA helpdesk and to the correct department.
• Actively chase work orders on behalf of the client.
• Provide support to tenants, management and line manager with pass allocation, locker management, light portering, cleaning, replenishment of IT equipment such as toner, changing paper and other reasonable requests.
• Communicate FM activities to relevant clients.
• Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
• Actively walk the floors to check areas are kept clean and tidy, proactively assisting building occupants.
• Conduct reactive and planned cleaning tasks across the site to maintain a five‑star standard.
• Serve as the interface between tenants, client and our service lines within the contract.
• Drive best standards and practice, seeking opportunities to improve efficiency through technology and innovation.
• Conduct daily and weekly floor audits, log any jobs with the helpdesk, ensuring they are tracked and communicated to the client.
• Investigate customer complaints and compliments per contract procedures, ensuring all relevant matters are escalated to your manager.
• Build and maintain rapport with clients and customers to contribute to the Net Promoter Score (NPS) performance for the contract.
• Play an active role during fire emergencies in line with building procedures.
• Promote the Customer Experience (CX) programme with clients and customers within the contract.
• Report H&S issues on the Mitie system and take action to close them where applicable.
• Handle postal services, incoming and outgoing.
• Follow any reasonable instruction issued by Senior Line Management.

What We’re Looking For

• Previous supervisory experience in soft services/cleaning within facilities.
• Excellent customer service and communication skills.
• Strong organisational and time‑management abilities.
• IT literacy, especially in Microsoft Office and Excel.
• IOSH Health & Safety qualification desirable.
• Experience of daily interaction with client, leadership team, operational management and front‑line teams.
• Self‑disciplined and able to work on own initiative, making 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, focus on standards, methodical and organised.
• Computer literacy, competent with Microsoft Office suite including Word, Excel, PowerPoint and Outlook, and ability to support printing and audio‑visual solutions.
• Friendly, sociable and welcoming to tenants & employees, creating a welcoming atmosphere.
• Remain calm, patient and polite when receiving customer feedback.
• Help guests, employees and the public, going out of your way to assist.
• Calm and authoritative under pressure with capability to manage across boundaries in emergency (e.g., Emergency Evacuation Procedures).
• Health & Safety trained – minimum requirement IOSH Managing Safety.
• Minimum 1 year in a strong customer‑facing Facilities Management environment.

What We Offer You

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform – extra holidays, insurance, dental care and tech products.

At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.