Workplace Team Leader

3 days ago

Doncaster, United Kingdom Mainstay Facilities Management Full time

We are looking for a vibrant and enthusiastic workplace Team Leader to join our evolving site in Doncaster. This role will be suitable for someone who is passionate about facilities management and customer service delivery.

Responsible for the maintenance of the daily appearance of the internal and external property areas. way. The job holder will be passionate about service delivery and ensure all activity is focused on adding value to our customer experience. The role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations.

Responsible for ensuring delivery of first-class workplace standards, developing trust and loyalty from Direct Line and Ascot Services partners and delivering exemplary brand standards.

Particular aspects of the job will include:

- Demonstrating pride and accountability in your work
- Takes personal accountability in maintaining exemplary standards
- Pays attention to the smallest details that will enhance this prestigious working environment.
- Puts focus on delivering a five-star service.
- Adopts an adaptable and resilient nature, willing to undertake a variety of tasks including assisting other team members in their duties (e.g. BMT)
- Can manage their time and tasks in an efficient manner
- IT and computer literate - able to use a smart phone and web based tools.
- Ensure service delivery standards are in line with or exceed client expectations.
- Support other Housekeepers and colleagues as appropriate, including sharing of best practice and ensuring service consistency.

**Key Accountabilities**

**Brilliant Basics**
- To build and maintain strong relationships with all key stakeholders;
- Taking responsibility for the operation of the site in the absence of the Workplace Manager.
- Assistant Management of the workplace assistant's on site
- To take responsibility for the presentation, cleanliness and safety of all the areas of the site.
- To monitor the cleaning standards, presentation and timekeeping of on-site Workplace Assistants
- Maintenance of the daily appearance of the internal areas.
- Floors, stairwells, entrances
- Removing marks from walls where possible
- Empty, clean and replace waste bins, as required.
- Checking all cleaning equipment, trolleys and cupboards for cleanliness
- Stock control and ordering of cleaning materials
- Responding to helpdesk requests for cleaning task during the day.
- Reconfiguration and porterage management
- Tasking evening supervisor/ team with any reactive actions required.
- Managing the activity of 3rd party soft services contractors (PHS / Window Cleaners / Waste & recycling)
- Assisting where required with office reconfigurations such as meeting room and desk moves, providing support to the workplace assistant's with on site tasks such as cleaning/ porterage
- Assisting with management of onsite rosters for office reconfiguration works
- You will be required to report any defects or faults that you see to the Helpdesk

**Communication**
- Ensure all customer and client communication, whatever the form, is responded to in a timely fashion and in accordance with the company's customer service standards;
- To interact and communicate with all occupiers, staff, visitors and colleagues in a courteous, professional and helpful manner at all times.
- To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand;
- To actively communicate with colleagues internally, along with our Ascot partners, to provide a joined-up group-wide customer experience;
- Participation in a weekly feedback discussion between all members of the Concierge / Front of House team.
- Carry out regular Toolbox talks with the cleaning team to ensure that they are up to speed with processes and procedures

**Customer Experience**
- Stay close to customers and influencers in the property and ensure the business responds to evolving requirements;
- To take individual ownership of the development of an exemplary customer service culture within the property, with personal intervention where appropriate;
- Deliver effective and efficient complaint handling with empathy and understanding;
- Seek to continually improve the customer service delivery, reviewing, responding to and learning lessons from feedback surveys, implementing change where possible & appropriate;
- Adopt an innovative approach to service solutions to continually improve the customer experience;
- Drive to increase customer testimonials and whilst also reducing/eliminating the reasons for customers to complain.
- Develop robust customer relationships, understanding their expectations, ensuring that services are organised to meet those expectations;
**Empowering our people**
- To build and maintain the Workplace team, with a culture of exemplary customer service where all staff take ownership;
- Set and maintain clear standards and performance criteria acros

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