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Customer Host

3 months ago

Warwick, United Kingdom Mitie Full time

Join us and help deliver the exceptional, every day.


The Customer Host is responsible for delivering the daily operational tasks to deliver a first-class customer experience. You will deliver a consistent quality service, operating within all company policies, procedures, frameworks and contract service level agreements. You will support the Front of House Manager and champion best practice within National Grid House in pursuit of continuous improvement.

To safely carryout the daily core business activities and to work effectively, adhering to all company local procedures and instructions.

SmartWorkspace is an environment with a selection of work settings to choose from to suit the type of work our customers are doing on that day. Staff do not ‘own' a particular desk but share desks in designated neighbourhoods. The environment is run under a set of workplace etiquettes agreed by those based on the floor plate. The Front of House Team manages the floor plates, Conference Suite and Reception, to ensure that all areas are set up to agreed standards that meet the customer and business needs.

Key Responsibilities

Customer and Client Satisfaction

Duties/Tasks:

The Customer Host will be responsible for the professional welcome factor and be knowledgeable of the building etiquette, sharing principles with a full understanding of the facility on offer to the customers by undertaking a comprehensive range of Front of House duties including but not limited to:

Provide a welcoming Meet and Greet Service, attending to the needs of the client, customer and the changing needs of the business and environment. Educate and enforce the etiquettes of National Grid House. One stop shop service for customers in relation to all services: FOH; Reception; Cleaning; Hospitality Support; Conference Suite; Matrix Support; Logging of Jobs 's. Customer interaction – support, feedback gathering, understanding of future requirements. Liaise with Mail Services and courier deliveries as appropriate. Meeting room management to include; set up and break down, cable management, audio-visual support and light cleaning duties. Floor management to include; enforcing the clear desk policy, replenishing stock, report/fix faults when required, wires and cabling, cleanliness, furniture and set up, reporting H&S issues. Multifunctional device paper and toner refills and first line fix. Event coordination and set up. Supporting the client's internal booking system for their portfolio of offices. Managing e-mails and phone lines, answering all queries quickly, efficiently, and courteously. Providing training for colleagues and customers of the use of the client's internal booking system. Troubleshooting and problem solving around the client's internal booking system. Supporting implementation of the car parking policy / applications across the client's portfolio of offices, ensuring all respective databases are regularly updated. Directing guests to waiting area, contacting host and offering refreshments. Provide health and safety and fire alarm messaging to all external visitors. Supporting all aspects of visitor management including arranging transportation. To maintain a high standard of first-class customer care. Operated safely within the parameters of all safe working practices and Service Level Agreements and KPI's. To ensure the site is kept to a high level of cleanliness, meeting all contractual KPIs/SLAs reporting deficiencies to Team Leader. You will be extremely customer focused and be able to deal with enquiries and queries in a proactive

and efficient manner, ensuring customer satisfaction at all times.

To be polite, professional and friendly at all times with customers, clients and colleagues. Provide a warm and informative welcome to all staff on site. You will be extremely customer focused and be able to deal with enquiries and queries in a proactive and efficient manner, ensuring customer satisfaction is met at all times You will demonstrate a ‘can-do' attitude towards individual customer requests and strive to exceed customer expectations. Works with all on site teams for consistent service, troubleshooting, equipment problems, and solving technical issues including audio-visual queries. To assist in all additional support services when and where applicable.

Operational Excellence

Duties/Tasks:

Demonstrate a continuous effort to improve operations, streamline work processes, and work cooperatively and jointly to provide a positive customer service experience. Regular input of innovative ideas to improve the service. Support and maintain documentation and statistics for review by the Front of House Manager. Support the Front of House Manager to ensure all company and client policies and procedures are adhered to. Assist in maintaining a healthy, safe and secure working environment for everyone on site. Ability to prioritise own workload and organise own work to meet priorities to reduce risks to quality. Ensure all logged jobs (Helpdesk) within your areas of responsibility are monitored, completed and closed down in a timely manner.

Health and Safety Commitments

Complete any relevant training prior to the commencement of employment. Receive, read and understand the contents of the Mitie Employee Guide. Complete all required e-Learning and Toolbox Talks as and when required. To report Health and Safety issues to your Line Manager and, where necessary log via IMS Reporting. To report all accidents and near misses to your Line Manager to ensure appropriate records are kept and maintained. Promote good safety habits and safe methods of work. To ensure that all protective equipment is used correctly as specified by the Health and Safety at Work Act

Personal Specification

Experience of working in a busy, corporate environment. Is passionate about delivering excellent customer service and support services to our clients and customers, paying particular attention to detail. Acts with honesty and integrity. Share good practice with colleagues and customers. Exceptional interpersonal skills both in person and by phone. High standard of personal presentation. Ability to manage multiple projects and work assignments. Ability to accomplish operational tasks with little supervision. Takes the opportunity to continuously learn and grow. Good communication skills in order to be able to liaise with a wide range of stakeholders, management team members, colleagues and customers within your work environment. Able to comply with legislation and follow all rules and regulations. Ability to work under pressure whilst maintaining a positive professional attitude. Good personal time management skills Good IT skills, with knowledge of Microsoft Office Suite. Flexible approach to working hours and environment.

Desired Requirements

Experience of working in environments delivering excellent levels of customer care. NVQ Level 2 or equivalent in Customer Service. Driving License. First Aid at Work Certificate.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.