Reception Support

2 months ago

Derby, United Kingdom Mitie Full time

**Ref: 34292**

**Job objectives and responsibilities**

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is 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

**duties**

**Person Specification**
- SIA Licenced (preferable)
- Flexible and proactive
- Passionate about exceptional customer service.
- Experienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environment.
- Ability to build positive relations with colleagues, guests and clients.
- Able to interact with all levels of personnel, including Senior Executives within the client organisation.
- Able to work off their own initiative and with mínimal direction.
- Confidently able to manage emergency situations and make decisions as required.
- Strong team player with a commitment to support their colleagues.
- Excellent written and oral communication skills.
- Exceptionally organised and skilled in multi-tasking.
- High attention to detail.
- Working knowledge and competent in the use of Microsoft Office software
- An understanding of Audio Visual and IT systems and the ability to explain this accurately to customers
- Computer literate (Word, Excel, Outlook E-mail)
- To be able to move heavy / bulky items safely
- A clear understanding of Health & Safety practices
- Customer focused with the ability to build positive relationships
- Enthusiastic and conscientious approach to all Site Support related tasks
- Clear, strong and confident communication skills
- Team player with a “can do” attitude

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