Workplace Concierge

**Signature is the premium front of house provider within Mitie, we pride ourselves on our authentic, signature approach to our customer service and relationships with our clients, offering bespoke, tailored and fluid services that fit the clients needs and requirements. We are recruiting for;**
- **Full time - Workplace Concierge**:

- **Monday to Friday - 40 hours per week**:

- **Salary £21,000 Per Annum**:

- **Location - Phoenix Group | Windsor House | Telford | TF3 4NB**

**Job Overview**:

- Working as part of a 5* Mitie team, you will be the face of The Phoenix Groups workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure 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 Phoenix Groups premises.

**Main Duties**
- To provide the Phoenix Group client and customers with an exceptional customer experience and journey.
- Liaise with service providers to ensure delivery of a quality service, on time, to specification.
- Support the Service Level Agreement by ensuring that all activities are carried out effectively.
- Ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.
- Acquire and maintain a comprehensive knowledge of all on site services to be able to advise individual customers in line with their needs.
- Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
- Carry out a daily inspection of The Phoenix Groups workplace facility at the beginning of each day to maintain workplace functionality, Identifying, reporting and resolving faults, cleaning, maintenance and landscaping needs in addition to HS&E and Operational issues.
- Complete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely, manner.
- Complete daily checks of all meeting, conferencing and event spaces, setting each space to a defined local standard; Including the provision and restocking of all stationery, flip chart and sundry items, and testing that all AV and conferencing technology is fully operational.
- Ensure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking information.
- Provide operational support to any internal events
- Working closely with the catering team, ensure all hospitality orders are delivered correctly and on time, and that all completed hospitality is collected efficiently.****:

- To provide a first fix response for desktop faults, onsite AV equipment and MFDs and support to resolution
- Customer support and training of employees in the use of condeco systems (or alternative)
- Support the mail room team when required carry out Internal/external post and courier deliveries/collections.
- Raise proactive and customer feedback requests via the Aria / Maximo system and ensure each request is managed to satisfactory completion.
- Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines.
- Liaising with the Workplace Experience Manager oversee all contractor activity to minimise impact on site operation and customers.
- Raise accident and incident reports and track through to closure.
- Actively seek and review customer feedback, track remedial actions through to closure
- Support Phoenix Group in the implementation, management, and ongoing adherence to group policies, such as clear desk policy, championing the workplace environment and adhering to Phoenix Groups and best industry practice standards.
- Support with all internal and external audits
- Provide reception cover for absence, breaks and when requested.
- In collaboration with Workplace Experience Manager undertake regular space utilisation reviews, login usage of assigned desks.
- Assist with offices moves and changes where that move / relocation is under 10 people.
- Work flexibly to support out of hour requests and extended hours to self-cover operations.
- Work to and periodically review and update a standard set of operating procedures.
- Proactively make recommendations/suggestions/initiatives to support contract evolution.

**What we are looking for**:

- A clear understanding of Health & Safety practices, IOSH certified preferred.
- Customer orientated approach
- Enthusiastic and conscientious
- An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers.
- Computer literate (Word, Excel, Outlook E-mail)
- Clear, strong and confident communication skills
- Team player with an enthusiastic attitude
- To work efficiently and effectively in a team as well as individually
- Able to work off their ow