Workplace Concierge

Overview

**Company name**:
Mitie

**Job Title**:
**Workplace Concierge**

**Reporting to (position)**

Workplace Concierge Team Leader

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

You will be an integral part of the team, delivering the best possible customer experience. We enable people to enhance their productivity by enjoying and getting the most out of the office and you will play a key role in communicating between the operational team that look after the office and the people that use it. You will get to know and care about your office and the community that use it.

**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 the company handbook
- 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
- 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

**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
- To assist with the coordination of video conference meetings, and provide a first-fix response for the onsite AV equipment.
- Troubleshoot, diagnose and resolve technical problems within a desktop and meeting room environment.
- Liaise with subcontractors to maintain all meeting rooms and equipment within.
- Liaise with service providers to ensure delivery of a quality service, on time, to specification
- Be visible approachable and welcoming face throughout the building
- Utilise all of the technology available to you to ensure you're connected and available to help
- Anticipate the needs of the community that you support
- 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 si