Soft Service Coordinator

3 weeks ago

Cardiff, United Kingdom Mitie Full time

**Job Overview**:
We are looking for a qualified and experienced Soft Service Coordinator to manage and be accountable for the delivery of positive workplace experience in high profile client buildings on a key client account across Cardiff with some travel to our Swansea and Camarthen sites and potentially and new locations which are onboarded by the client. The Soft Service Coordintair will develop and implement a strategic customer-focused approach, maintaining and improving standards within the business with specific accountability for the Cleaning teams including our Strategic Catering Supplier partner Gather & Gather. High-level focus on maximising sales, improvement and growth opportunities, together with the development of a proactive culture within the organisation. The Soft Service Coorindator will be responsible for ensuring a 5* service is being delivered at all times, ensuring responsive, professional and clear communication to the relevant customers and service line teams. 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 Account Lead 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 the entire contract. Responsibilities not limited to presentation of the soft service teams, client and end user interface/interaction and timely reporting and escalation of issues where applicable.

The Soft Service Coordinator will lead the Site Management teams and will need to be commercially aware and provide leadership, guidance, discipline, and structure to the soft service teams as appropriate. The role will be both internal and external facing. The Soft Service Manager will ensure that goals and plans are achieved through effective customer solutions, engagement and motivation of all personnel and operational efficiency. Accountability for the delivery of excellent customer service, together with the co-ordination of environmental, health and safety and man-management planning policies and procedures within area of responsibility. The Soft Service Manager will be responsible for operational management reports, forecasts, budgets, policies and future planning, changes or innovation in policy and future planning, procedures, and equipment.

**Main Duties**
- Maintain the highest standards of presentation, personal integrity and customer support
- Customer Relationship Management, by developing deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst also predicting and anticipating future needs.
- Lead the Soft Service line teams to maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
- Work closely with the Workplace Experience Lead to ensure seamless integration of services with the counterpart regional supply chain partners and smooth and effective delivery of services and communications to the client and Building User Groups
- Develop and grow the business by actively encouraging a proactive and strategic business development attitude with all levels of employees.
- Oversee the appointment of personnel within the account, providing recommendations regarding recruitment, promotion, and training.
- Support, lead and motivate all team members, manage people development and succession planning to ensure opportunities are created and key personnel retained.
- Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of Mitie.
- Ensure all activities are carried out in accordance with all statutory requirements and corporate policies including, but not limited to, Health and Safety, Quality Assurance, and Employment Legislation.
- Undertake weekly reviews of service delivery with the aim of identifying areas of improvement and cost savings for benefit of the business
- Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible service line/contractors
- To maintain a close working relationship all service line management teams

**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.
- Build and maintain strong working relationships with key stakeholders in FM & Client Teams
- Carry out monthly audits in line with QHSE plan
- Establish targets, ensure KPIs and SLAs

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