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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 staff to achieve outstanding service delivery.
  • Strive for operational excellence in workplace services, ensuring a premium customer experience for clients.
  • Act as the primary liaison for the designated agency.
  • Adapt swiftly to the dynamic nature of the business environment.
  • Manage operational teams, specifically the Facilities Assistants and Hosts.
  • Ensure seamless daily operations of the team.
  • Supervise the Customer Journey on your designated floors.
  • Take charge of client conflict resolution 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 agency updates.
  • Maintain a comprehensive understanding of the agency's operational methods, culture, key clients, and new business initiatives to ensure efficient floor management.
  • Engage proactively with Hosts to ensure timely resolution of reactive tasks.
  • Provide support 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 avoid any missed service level agreements (SLAs).