Workplace Support Co-ordinator

6 months ago

Glasgow, United Kingdom Mitie Full time

Job Description: Workplace Co-ordinator

Job purpose

To support and coordinate all FM services within an allocated building, floor or department ensuring that the area is set up and ready for business allowing BBC team members to focus on delivering their key objectives. To promote and manage customer expectations, develop and maintain excellent relationships with all customers' particularly key clients. Provide the highest levels of customer service in all aspects of the role be someone who strives to continually provide a quality service over and above the customer's expectations.

Contribute to the development of business wide initiatives, particularly focused on increasing customer satisfaction. Set consistent standards, approaches and processes across their allocated area and share best practice with the rest of the team. Recommend new improved ways of working based on departmental analysis to ensure delivery of facilities management services meets the needs and requirements of the customer.

To meet objectives set by your line manager and wider management team and to follow company processes and procedures whilst also fitting into the BBC way of working. Have attention to detail, experience of working in a corporate environment and communicating effectively at all levels of the organisation while also demonstrating excellent customer management.

Ensure facilities management key performance indicator requirements are met and service level agreements are completed within the agreed timescales, managing the customer communication for any jobs and faults logged from reporting through to completion. Have the confidence to deal with problem solving and develop skills in dealing with audio-visual equipment, reprographics, minor repairs, event management & assistance, visitor hosting & induction for visitors.

Ensure a safe working environment and working practices are carried out in their designated area

**Responsibilities**:
Customer Service

Deliver excellent customer service, at all times

Establish good working relationships with the customers in order to be recognised as the natural go to person and a trusted partner.

Be highly visible in designated area to BBC staff, meet & greet visitors with eye contact and a smile when entering your area in a professional manner

Direct people to the correct destination as required through site knowledge

Fulfil all reasonable requests from both visitors & BBC employees to ensure their comfort, satisfaction and safety

Tailor service to the individual based on their needs and requirements, use the customers name where appropriate

Be aware of what's happening in the building to help provide appropriate information to guests & visitors

Coordination of all FM services in your designated areas and take real ownership of this area of responsibility Innovate - look at ways to stream line business processes and create the most effective environment for the customer/client

Be aware of BBC policies and procedures in order to inform the department of the best way to solve problems

Confident and direct approach when dealing with customers

Communication

Ensure knowledge of team member and department movements

Liase closely with other departments i.e. security, reception, porterage, mail room, housekeeping, engineering

Be involved in and contribute to team meetings

To prepare and maintain a hand over between shifts

Assisting with floor orientation and equipment induction of new staff.

Regular meetings and progress updates with Department Heads, PA's and FM management team.

Develop an effective working relationship with the National Service Centre (NSC), understand the impact of the NSC on your teams activities and performance and to actively seek and feedback opportunities for improvements.

A team player that will help & support other Workplace coordinators and also help and support team members in the wider team

Sharing knowledge between the team as an on going form of communication and learning

Plus any other adhoc duties as and when required

Administration

Ensure all tasks are logged with the helpdesk and a record of all tasks is kept up to date and managed through to completion

Run and monitor reports daily to ensure target SLA performance.

General administrative support, communication and hosting as required.

Assist with compiling info required for surveys to support the contract.

Prepare letters, documents and reports as required

Be fully aware of all company policies relating to security, post & mail, H&S and other site specific building rule

Key holding responsibilities.

Mail delivery to the correct location.

Attend training as and when required

Brand Standards

Ensure the smooth running of all facilities management in the designated area of responsibility.

Maintain a professional image at all times, ensuring all areas are kept clean and tidy and ready for business.

Liaise closely with all FM service teams to ensure that consistency of sta

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