Fa Team Leader

2 months ago

London, United Kingdom Mitie Full time

**Facilities Assistant Team Leader - London Campus**
- Based in London, you will be responsible for leading our Facilities Assistant team, working closely and assisting the WPS Associate Manager and WPS Senior Coordinator Team to enhance the excellent standards of operational facilities delivery at Salesforce Tower. The Facilities Team Leader will take ownership of training, allocating task to the facilities assistant team, and ensuring all client requests are delivered. This will include overseeing the following duties: meeting rooms, events, maintenance requests, signs for all teams and anything else covered by the client WPS team. In addition, the Facilities Team Leader will liaise closely with and support the Account Manager and Account Supervisor._

**Site Responsibilities**:

- Managing the FA Team
- Liaising closely with WPS Associate Manager and the wider WPS Team
- Reporting to and liaising closely with the Account Manager and Account Supervisor
- All meeting room and event setups, daily checks to ensure that rooms are in pristine condition and fully functional ready for our internal and external customers to use.
- Ownership of relationships with commonly used internal and external vendors
- Managing time to respond to business needs (working flexibly around important events/busy periods).
- Effective use of electronic system for logging and tracking all requests
- Responsible for ensuring high quality presentation of all internal building areas. Ensuring safe and secure environment.
- Be the **key point** of contact for all building users, particularly EA's, Focal Point contacts and other significant personnel resolving any questions, queries or issues, liaising with engineering team and WPS senior coordinator as required for escalation, feedback and support.
- To be professionally presented and visible at all times, positively and proactively driving customer satisfaction and experience
- The post holder will be expected to lead the customer service interaction across their respective floors
- Support and maintain local site operating procedures
- Continually seek out opportunities for driving innovation and efficiency across the building to improve customer experience.
- Culture Guide for London Tower (choosing pictures/locations, updating the relevant documents)
- In charge of all signage including the ones that need to be ordered by third parties
- Office tours
- Training new FA's
- Reorganising/relabelling our store room
- Maintaining the facilities playbook
- Keeping all Quip docs in our Coordinators Manual up to date and creating new ones when necessary
- Ordering Salesforce Notebooks for the tower
- FA Ohana and Mailroom cross training to be able to fully cover

**Main Duties**:

- The post holder will take complete ownership for the experience encountered by Salesforce building users (visitors, contractors and employees). Ensuring that all elements on their journey including the physical environment are to a high standard.
- Ensure the building is presented to the highest standard by carrying out daily audits, reporting any defects and ensuring that appropriate service lines resolve these. Any issues identified should be highlighted to WPS senior coordinator and the relevant team for resolution. The post holder will be expected to work with the service partners to ensure prompt resolution of the issues.
- Actively establishing relationships by creating building community groups to ensure client engagement at all levels.
- Drive a personal working style that supports the effective delivery of service in a multi-supplier service team. Adopts and promotes the ONE Team approach, ensuring all service delivery teams provide high levels of service.
- Supporting safe working practices to ensure the safety of building occupants and visitors
- Monitor open job task report and liaise with the relevant teams as required to ensure that all jobs are completed within SLA. Escalate accordingly to WPS senior coordinator
- To comply with the uniform and personal presentation policy. Name badges to be visible at all times
- To be flexible in approach to work requirements in order to maintain the standards required as an employee

**Key Relationships**:

- Client side, you will work very closely with the WPS Associate Manager and Senior Workplace Services Co-ordinators in London, as well as the wider WPS EMEA team across other locations
- Maintain strong relationship with WPS Senior Coordinator and the entire Mitie Client Services staff at Salesforce Tower in London
- Act as main point of contact and enhance relationship between Salesforce and Building Managements operational teams; maintenance, loading bay, security, post room, lobby reception, concierge, etc
- You will come into daily contact with potential and existing customers, it is vitally important that the right impression of Salesforce is expressed at all times
- Day to day, you will have close contact with the Salesforce Reception team, Security

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