Operations Floor Supervisor

4 weeks ago

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

Objectives and 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.
  • Strive for operational excellence in workplace services, ensuring a premium customer experience for Clients.
  • Act as the primary liaison for the dedicated agency.
  • Adapt swiftly to a dynamic business landscape.
  • Manage operational teams, specifically the Facilities Assistants and Hosts.
  • Ensure seamless daily operations of the team.
  • Oversee the Customer Journey on your designated floors.
  • Handle client conflicts effectively and communicate updates to the Hosts.
  • Conduct customer journey mapping to pinpoint key interactions and areas for enhancement.

Main Responsibilities

  • Serve as the dedicated contact for your Agency.
  • Collaborate with the Customer Service Manager to manage 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 operations.
  • Engage proactively with Hosts to ensure timely resolution of reactive tasks.
  • Provide guidance and structure to Hosts, facilitating the smooth execution of all responsibilities.
  • Foster a cohesive and effective team environment, promoting a culture of customer excellence.
  • Ensure consistent communication with the Customer Service Manager to prevent any missed service level agreements (SLAs).

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