Floor Manager

 

Company name:

Mitie Technical Services

Job Title:

Floor Manager

Reporting to (position)

Customer Service Manager

 

 

Our values and behaviours

Delivering the exceptional, every day

 

•       Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.

•       Our promise to our people: a place to work where you can thrive and be your best every day.

•       Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.

•       Our culture – our core values and how we behave:

o   We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.

o   We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.

o   We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.

o   Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.

o   Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

 

 

Job objectives and responsibilities

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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

 

 

 

To report anything critical to the Customer Experience Manager

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               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

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·       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

 

 

 

 

Person Specification

Have a passion for leading and creating an environment for everyone to thrive Can work across and take the lead within a team Excellent Analytical skills Proven knowledge/experience of FM practice Commercial Awareness Good report writing skills Flexible attitude Experience of working in a challenging fast paced environment

·       H&S safety trained

 

 

Health and Safety responsibilities

·       Follow Group and company policies and procedures at all times;

·       Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

·       Use all work equipment and personal PPE properly and in accordance with training received;

·       Report any issues or training needs to your  Line manager and /or  via your divisional incident reporting system;

 

 Information Security

·       Ensure compliance with Mitie's information security procedures in all activities;

·       Proactively identify and report security risks to your manager;

·       Report actual and suspected security incidents;

 

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.

 

At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right

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