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Floor Manager

3 months ago

UK, UK, United Kingdom Mitie Full time

Job objectives and responsibilities


  • To take responsibility for the quality and operational day to day delivery of Hosts and Facilities Assistant on your team
  • Lead by example, providing exemplary leadership to their teams, empowering and motivating staff to deliver the exceptional
  • Drive operational excellence in workplace services – delivering an excellent 5* customer experience to your Clients
  • Key point of contact for the agency you are dedicated to
  • Able to react in an ever-changing business environment
  • Managing their operational teams namely the Facilities Assistants and Hosts
  • Ensure a smooth running of their day-to-day operational Team
  • Manage and oversee the Customer Journey of their floors
  • Overall responsibility in managing client conflict and distributing updates to the Hosts
  • Customer journey mapping to identify key interactions and areas for improvement


Main duties

  • Dedicated point of contact for your Agency
  • Managing Client Conflict alongside the Customer Service Manager and reporting any changes from the Agency to the CSM
  • Full understanding of the dedicated agency- ways of working, culture, key clients, new business etc Ensure a smooth running of the dedicated floor
  • Proactive engagement with the Hosts to ensure reactive jobs are closed out
  • To provide support and structure to the Hosts, ensuring a smooth running of all tasks
  • Build an effective and cohesive team, driving a customer excellence culture.
  • To provide consistent communication to the Customer Service Manager to ensure no SLA's are missed