Workplace Support Co-ordinator

8 months ago

Cambridge, United Kingdom Mitie Full time

Regional Workplace Support Coordinator

**Job Description**:
Position Overview

To be the go-to person for all customer service & Facility Management requests within allocated buildings. Face to face and hands on, you will assist and support the BBC teams taking the worries of the workplace away so they can then focus on making great TV and radio.

Working well individually you will resolve issues and where you are not able to complete the task yourself, working well as part of our team you will then co-ordinate requests to the correct department, allocating this task to the appropriate team via our helpdesk.

You will be integral in Managing the upkeep of the buildings as part of the Workplace Support team ensuring that all areas are set up, clean, stocked, and ready for business.

Being part of the Workplace support team, you will promote and manage customer expectations, develop excellent relationships with all customers particularly on the floors allocated to you.

You will be expected to provide the highest levels of customer service in all aspects of the role with excellent communication skills, you will be someone who strives to continually provide a quality service over and above the customer's expectations. You will be expected to contribute to the development of business wide initiatives. Particularly focused on increasing customer satisfaction, set consistent standards across all buildings and share best practice with the rest of the team.

You will meet objectives set by your line manager and wider management team, plus follow Mitie processes and procedures whilst also fitting into the BBC way of working.

Attention to detail is imperative and you must have experience of working in a corporate environment while communicating effectively at all levels in the organisation whilst also demonstrating excellent customer management. You will ensure Facilities Management Key Performance Indicator requirements are met and Service Level Agreements are completed within the agreed timescales, you must be confident to deal with problems and solving them calmly though to resolution. Greet, host & perform inductions for visitors and subcontractors as part of the regional team and promote a safe working environment. Applicants with a customer service background will have a distinct advantage for this role however full training will be given.

**Responsibilities**:

- Deliver excellent customer service, always.
- Establish good working relationships with the customers to be recognised as the natural go to person.
- Be highly visible in designated area to client staff, meet & greet visitors with eye contact and a smile when entering your area in a professional manner.
- Direct people to the correct destination as required through site knowledge.
- Fulfil all reasonable requests from both visitors & client employees to ensure their comfort, satisfaction, and safety.
- Tailor service to the individual based on their needs and requirements, use the clients name where appropriate.
- Be aware of what's happening in the building to help provide appropriate information to guests & visitors.
- Coordination of all FM services in your designated East Anglia areas and take real ownership of this area of responsibility.
- Be confident and have a direct approach when dealing with customers.
- Be involved in and contribute to team meetings / minutes cascade to all appropriate attendees.
- Sharing knowledge between the team as an ongoing form of communication and learning.
- Any other ad hoc duties as and when required.
- Be fully aware of all company policies relating to security, post & mail, H&S and other site-specific building rule.
- Key holding responsibilities i.e., allocating and accessing personal lockers and storage in line with BBC security policy.
- Mail storage & security along with delivery to the correct location as per site service lines.
- Attend training as and when required.
- Always maintain a professional image.
- Assist the client with the booking of meeting rooms and event spaces and prioritise and move bookings when demand exceeds supply.
- Ensure meetings rooms within designated areas are always ready for business, this includes room layout, cleanliness, equipment testing and stock replenishment.
- Use the in-house system to book meeting rooms.
- Promote and ensure the BBC's house rules and clear desk policy are adhered too.
- Ensure all public/creative/collaborative spaces are always clean, tidy, and well maintained.
- Report any maintenance issues immediately to ensure a speedy resolution, including all furniture, fittings, and equipment.
- Ensure all doors are working and report any damage. See process to resolution.
- Conduct regular checks/floor walks of designated area to ensure brand standards are always maintained i.e., cleanliness, maintenance, and replenishment.
- Answer all phone requests and respond to all voice messages. Work mobiles must be always charged and ready for business.

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