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Operations Floor Supervisor

2 months ago

London, Greater London, United Kingdom Mitie Full time
Job Overview

Key Responsibilities

  • Oversee the quality and daily operational performance of the Hosts and Facilities Assistants within your team.
  • Exemplify leadership by motivating and empowering team members to achieve outstanding results.
  • Ensure operational excellence in workplace services, providing a premium customer experience to clients.
  • Act as the primary liaison for the dedicated agency.
  • Adapt effectively to a dynamic business landscape.
  • Manage operational teams, specifically the Facilities Assistants and Hosts.
  • Facilitate the seamless operation of daily activities within the team.
  • Supervise the Customer Journey on your designated floors.
  • Handle client disputes and communicate updates to the Hosts.
  • Conduct customer journey mapping to pinpoint critical interactions and enhancement opportunities.

Main Responsibilities

  • Serve as the dedicated contact for your agency.
  • Collaborate with the Customer Service Manager to address client conflicts and relay any changes from the agency.
  • Maintain a comprehensive understanding of the agency's operations, culture, key clients, and new business initiatives to ensure smooth floor management.
  • Engage proactively with Hosts to ensure timely closure of reactive tasks.
  • Provide guidance and structure to Hosts, ensuring all tasks are executed efficiently.
  • Foster a cohesive team environment that promotes a culture of customer excellence.
  • Maintain consistent communication with the Customer Service Manager to ensure adherence to service level agreements.