Soft Service Coordinator

6 months ago

Birmingham, United Kingdom Mitie Full time

**Job Overview**:
We are looking for a qualified and experienced Soft Service Coordinator to lead our (Front of House Services) reception, mail and cleaning teams, providing a high-quality experience to all guests and clients in the GPA Head Office building in Birmingham. As the Soft Service Coordinator, you will be able to demonstrate a passion for delivering a 5* customer experience. You will be responsible for the management of all Front of House Services including meeting rooms, Mail/Logistics and the Cleaning team, ensuring coordination with other services providers to enable a seamless customer experience. Ancillary to this you will be accountable for achieving and maintaining the standardisation of processes and procedures. The role will also call for the provision of professional support, advice and local knowledge to staff, building users and visitors. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.

The role will report to the Soft Service Manager 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 soft services. Responsibilities not limited to presentation of the soft service lines, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The Soft Service Coordinator will form part of the Site Management team and will have people management experience and will be able to motivate, manage and developing people within a changing environment, with strong operational experience and commercial awareness.

**Main Duties**
- Lead the Front of House teams and maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
- To work with the Soft Service Manager to handle all requests from clients and customers - ensuring their requests are centrally supported.
- To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
- Liaison with client personnel and end users to ensure a high standard service delivery
- To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
- Management of the cleaning team, including recruitment, selection and development of staff
- Support the selection and training of suitable cleaning operatives and supervisors
- Ensure the delivery of routine planned and periodic cleaning, including reactive works
- To ensure that the Keytree booking system is being managed efficiently by the FOH team
- To ensure the seamless operation of the Conference meeting rooms including the booking, set up and management of the rooms and to liaise with catering as required to ensure catering needs are fulfilled
- Co-ordination and collation of management information as required by the Soft Service Manager (reports, reportable service failures, work volumes, contract performance, audit results).
- To be responsible for the continuous strategic review of the Front of House service delivery to the users.
- Ensure staff are trained to carry out works safely, efficiently and to standard.

**Primary Responsibilities**
- Maintaining a clear, presentable, and safe office floor. Maintain a strong floor presence and observe quality control issues (i.e. building cleanliness, comfort factors, fabric and maintenance) and actively log tickets requiring service from other areas and suppliers.
- Take ownership of issues and the coordination of service suppliers. This will include stepping into services directly, where required, to ensure undisrupted services
- Ownership of building standards and communication.
- Ensure the meeting room management is being used efficiently and correctly.
- Support the occupancy management and client mapping of floors.
- To be fully conversant with the relevant buildings' Emergency evacuation procedures, including activities associated with GPA's evacuation process (i.e. TagEvac)
- Have a keen eye for detail and share your notes and feedback to all the teams.
- Undertake tours of the building to ensure best practice and report any faults and concerns at the earliest opportunity.
- Assist and liaise with the Commercial Team in developing additional works and variations. Arranging and providing quotations for such work.
- Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
- Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
- To maintain a close working relationship with the relevant Building and Security Management teams
- To ensure an

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