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Facilities Assistant

4 months ago

London, Greater London, United Kingdom Mitie Full time

Job ref: 25202

Pay rate:
from £32,000 per annum

Hours: 42 hours per week

Facilities Assistant - London

_ (Customer Experience Co-ordinator / Customer Service Co-ordinator)_

  • Based in London and reporting to the WPS Senior Coordinator you will be responsible for enhancing the excellent standards of operational facilities delivery at Salesforce Tower. This will include; meeting rooms, events, maintenance requests, signs for all teams and anything else covered by the client WPS team._

Site Responsibilities

  • All meeting room and event setups, daily checks to ensure that rooms are in pristine condition and fully functional ready for our internal and external customers to use.
  • Ownership of relationships with commonly used internal and external vendors
  • Managing time to respond to business needs (working flexibly around important events/busy periods).
  • Effective use of electronic system for logging and tracking all requests
  • Responsible for ensuring high quality presentation of all internal building areas. Ensuring safe and secure environment.
  • Be the
    key point of contact for all building users, particularly EA's, Focal Point contacts and other significant personnel resolving any questions, queries or issues, liaising with engineering team and WPS senior coordinator as required for escalation, feedback and support.
  • To be professionally presented and visible at all times, positively and proactively driving customer satisfaction and experience
  • The post holder will be expected to lead the customer service interaction across their respective floors
  • Support and maintain local site operating procedures
  • Continually seek out opportunities for driving innovation and efficiency across the building to improve customer experience.

Main Duties

  • The post holder will take complete ownership for the experience encountered by Salesforce building users (visitors, contractors and employees). Ensuring that all elements on their journey including the physical environment are to a high standard.
  • Ensure the building is presented to the highest standard by carrying out daily audits, reporting any defects and ensuring that appropriate service lines resolve these. Any issues identified should be highlighted to WPS senior coordinator and the relevant team for resolution. The post holder will be expected to work with the service partners to ensure prompt resolution of the issues.
  • Actively establishing relationships by creating building community groups to ensure client engagement at all levels.
  • Drive a personal working style that supports the effective delivery of service in a multisupplier service team. Adopts and promotes the ONE Team approach, ensuring all service delivery teams provide high levels of service.
  • Supporting safe working practices to ensure the safety of building occupants and visitors
  • Monitor open job task report and liaise with the relevant teams as required to ensure that all jobs are completed within SLA. Escalate accordingly to WPS senior coordinator
  • To comply with the uniform and personal presentation policy. Name badges to be visible at all times
  • To be flexible in approach to work requirements in order to maintain the standards required as an employee

Key Relationships

  • Client side, you will work very closely with the WPS Associate Manager and Senior Workplace Services Coordinators in London, as well as the wider WPS EMEA team across other locations
  • Maintain strong relationship with WPS Senior Coordinator and the entire Mitie Client Services staff at Salesforce Tower in London
  • Act as main point of contact and enhance relationship between Salesforce and Building Managements operational teams; maintenance, loading bay, security, post room, lobby reception, concierge, etc
  • You will come into daily contact with potential and existing customers, it is vitally important that the right impression of Salesforce is expressed at all times
  • Day to day, you will have close contact with the Salesforce Reception team, Security agent and wider London Operations team including Day Porters and Janitors
  • Every Salesforce employee is a customer

Facilities

  • Ensure all meeting rooms and event bookings run successfully, with support of day porters. Room setup, catering, refreshments and adhoc requests must be delivered
  • Daytoday smooth running of Salesforce's floors, liaison with all stakeholders to support the entire operation
  • Adhoc support to entire operations team as requested by WPS Senior Coordinator or Client's Management team
  • Proactive ownership of all maintenance requests, reporting issues and then following them through to resolution
  • Emergency evacuation trained to be responsible for securing a predetermined area as instructed by Senior Workplace Services Coordinator and to act as Fire Point Co-Ordinator
  • Support Day Porters, Engineering team and Mail room coordinators to improve standards, increase productivity and work clos