Our vision and values:

 

 

•       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.

 

 

Job objectives and responsibilities

·         To performance manage the team of Workplace Coordinators, ensuring appropriate site cover is always in place, including annual leave management

·         Create a proactive and service orientated team culture within the Workplace Team but also with service partner departments such as Cleaning, Engineering and Workplace Ambassadors

·         To take a detail-oriented approach to ensuring the client experience is always exceptional, identifying tiny details including housekeeping, planting, windows, AV equipment and fabric and environment

·         To take ownership for the operation of the buildings including emergency response

·         Liaise with the helpdesk on a daily basis, you must meet all SLA targets on reactive task management

·         To achieve the highest level of service to the building's occupants in the most cost effective, technically competent, and safe manner

·         Subcontractor escorting in the buildings

·         Ensure attendance of site inspections and any remedial actions in line with performance

·         Required to provide shift cover for holiday/sickness etc

·         To effectively log and manage Reactive Tasks - manage issues through the Helpdesk as and when they occur, ensuring that all service requests reported are monitored and completed satisfactorily within your area and within the agreed SLA's

·         Hold monthly meetings with team members, building sustainable and harmonious relationships between building occupants, and the WPC teams

·         Adhere to Quality, Safety, Health and Environmental policies and procedures on site and to MITIE's policies and procedures

·         To be flexible in approach to work patterns and systems to maintain the standards required

·         Adhere to any reasonable management requests from line managers or client contact

·         To deputise for the Building Services Manager when required and where appropriate

·         To ensure your team adhere to the uniform capsule requirements at all times

·         Assist with the monitoring and closure of PPMs to ensure contract SLAs are met

 

 

 

Main duties

 

 

Client/Customer

·         Respond in a timely manner to verbal, written and Reactive tasks.

·         Respond to customer complaints.

·         Provide support and input into projects as required.

·         Provide input as required for client meetings.

·         Notification to your line manager of any complaints/discrepancies.

 

Helpdesk

 

·         Good understanding of contract SLA's for reactives and knowledge of the penalty levels.

·         Monitor Reactive task closures and ensure you are keeping in line with SLA's.

·         Ensure job attendances/closures are maintained at or above contractual SLA levels.

 

Compliance

 

·         Assist in the completion of supervisor audits/inspections as requested by the Supervisor /London Engineering Lead/Health & Safety Manager

·         Complete Hazard/near miss and accident returns in a timely manner

·         Complete Site inductions of subcontractor labour as required

·         Ensure all statutory regulations are being followed by yourself and sub-contractors and correct records are maintained. (F Gas Regulations, Water Regulations, Ladders Etc.)

·         Ensure Compliance certificates are created (where applicable) and returned to the admin team within 48 hours of the PPM completion

·         Ensure all local procedures held within the Local procedures file have been read and understood and that the contents page has been signed by all on-site engineering staff

·         To attend training courses as per Mitie's QHSE policy and procedures

 

HR/Administration

 

·         Ensure the correct use of handheld devices in line with company and contract procedures

·         Ensure correct use of the email system on the handheld devices and that emails are read and responded to in a timely manner

·         Implement and follow local procedures as and when they are issued

·         Liaise with the Workplace Services Managers and key personnel on building related issues

·         Ensure all weekly, monthly, quarterly and annual statutory building checks/tests are completed and recorded as required

 

Person Specification

·         At least 2 years' experience in a similar role within the building services sector preferred

·         Preferable has served a recognised apprenticeship

·         Good oral and written communication skills

·         Organised and able to meet deadlines

·         Must be self-motivated and be a team player

·         Conversant with relevant legislation and compliance issues

·         Proficient in Email and working knowledge of Excel and Word, have the ability to work with bespoke software

·         Good knowledge of all aspects of Health and Safety

·         Must be self-motivated and be a good motivator

·         Should have a “Can Do” approach and portray a positive attitude

·         Must always be smart and presentable

·         Must have excellent customer service skills

·         Is capable of climbing a ladder, working on their knees and safely able to transit around plant rooms.

 

Working within the Mitie values and behaviours

People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.

Trustworthy -

We do what we say we will

How we behave…

·         We treat all colleagues with respect

·         We challenge people when they don't do the right thing

·         We welcome advice from anyone that might improve what we do

·         We are open and honest

·         We think safety and always follow rules for safe working

Helpful -

We go out of our way to make a difference

How we behave…

·         We work with each other to achieve the best for clients and for Mitie

·         We share information to help colleagues succeed

·         We build great relationships

·         Our first response to requests will always be positive

·         We look out for each other, never walking by unsafe actions or situations

Inspiring -

We help others to be the best they can be

How we behave…

·         We support and encourage each other to develop

·         We lead by example

·         We set clear expectations

·         We listen to and learn from others

·         We learn from mistakes and incidents to prevent recurrence

Passion Take our people, add their passion, and you get something really special.

Spirited -

We give it everything we've got

How we behave…

·         We do good things for each other, the environment and the community

·         We appreciate diversity and encourage it

·         We demonstrate team spirit

·         We are committed to doing things better and setting new standards in all that we do

·         We take pride in what we do and have fun doing it

·         We celebrate success and say thank you

Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.

Pioneering -

We do things that excite and amaze

How we behave…

·         We bring new ideas to the way we do things

·         We are willing to try new things

·         We encourage and support innovation

·         We consider things from other peoples' points of view

·         We embrace new thinking and technologies

·         We build health & safety into everything we do

 

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;

Level of Authority

·       The job holder will have the authority to carry out their role on a day to day basis in accordance with all prevailing company policies.  The job holder will have authority to incur expenditure and to agree legally binding commitments on behalf of the company but these must be in accordance with the company authorisation limits, which are determined by the Authorisation Register

 

 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.