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2 months ago

London, United Kingdom Mitie Full time

Job Title: Workplace Concierge

Our values and behaviours

Delivering the exceptional, every day
- Our purpose: our expertise, care, technology and insight create amazing work environments, helping our

customers be exceptional every day.
- Our promise to our people: a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and

people, adding value every day.
- Our culture - our core values and how we behave:

- We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if

we can help a customer or colleague in any way, we will. We are one Mitie.
- We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of

company. We treat others as we would like to be treated. We are proud to work for Mitie.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for

new ways to do things better or fixing problems, going the extra mile for our colleagues and customers

and keeping our promises is in our DNA.
- Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds.

Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- Our customers' business, is our business: we are a partner, trusted for our expertise and for putting

our customers at the heart of everything we do.

Job objectives and responsibilities

Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the

facility. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an

exceptional customer experience for all whom reside or visit the Royal London premises by consistently delivering

operational activity of the highest standard.

Service excellence:

- Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
- Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
- Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

- Responsible for acting and behaving in line with One Code
- Responsible for attending / participating in monthly team meetings, briefings & internal communications
- Informed knowledge of all company engagement and communications initiatives

Client relationships:

- Accountable for positive client perception
- Informed knowledge of key stakeholders on the account
- Informed knowledge of the client values and objectives
- Informed knowledge of contribution towards client retention

Finance & Commercial Awareness:

- Responsible for completing monthly timesheet or equivalent and following expenses procedures
- Responsible for caring for any company property provided
- Informed knowledge of the impact of behaviour on the finances of the contract
- Informed knowledge of company USP

People & productivity:

- Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
- Responsible for owning own development, and ensuring all learning is put into practise
- Responsible for personal performance including delivery of agreed personal objectives
- Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

- Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge

of all service offerings;
- Informed knowledge of Link scheme including how to identify business development opportunities
- Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

- Accountable for reporting any near misses, dangerous occurrences or incidents immediately
- Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
- Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE

policy
- Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

Strategy: innovation, change & project management:

- Informed knowledge of contract innovations and overall contract and business strategy
- Informed knowledge of upcoming projects and relevant changes to their role

Main duties
- Ad Hoc reception duties
- Liaise with service providers to ensure delivery of a quality service, on time, to specification
- To ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated

with progress.
- Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
- Work to and periodically review and update a standard set of operating procedures
- Support Emergency Evacuation procedures and personal emergency evac