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Job description

Overall purpose of the role:

Deliver high quality service experience to the clients, their guests, and any other authorized personnel across Linklaters premises.

Always demonstrate a positive and can-do attitude towards the clients, visitors, contractors, ISS management, colleagues, and anyone else using Linklaters premises.

Always focus on key client areas and flex cleaning effort according to current client and workspace requirement, and always be aware of the need not to be over intrusive in sensitive areas of the workplace.

Work collaboratively and build a good working relationship with other service providers to ensure high service standards for the client, visitors, and anyone else using Linklaters premises.

Additionally contribute to the wider ISS team and to ensure seamless and supported outcomes for the wider team.
Be an active member of the wider supplier’s team approach to delivering combined seamless service for the business. Complete tasks which are not limited to ISS core contractual responsibilities. These will include but are not limited to: Front of House, Maintenance, Printing Services, Security, Catering, and Post Room.

Ensure high quality cleaning standards in all areas of responsibility allocated by the Senior Housekeeping Associates and the Housekeeping Associate Manager.

Take ownership and be accountable for your area of responsibility. Build proactive relationships with key stakeholders in the allotted area of responsibility and ability to deliver wide range of support

Deliver proactive self-auditing of areas of responsibility and direct issues out of remit to the appropriate partner and follow up.

Follow and drive health, safety, quality, and environmental standards in line with Linklaters and ISS policy and procedures.

Report to your line manager using official channels all health, safety, quality and environmental issues and suggestions for improvement.

Meet all of the key performance indicators (KPI’s) for your area of responsibility as assigned by your line manager. These include but are not limited to: Service Quality Audits, Personal Appearance, HSEQ, Equipment Care, and Customer Feedback.

Attend all personal development initiatives as assigned by ISS management or the customer.

Ability to provide flexible and adaptable cover to other Housekeeping Associate roles.

Become involved in champion roles as instructed by operational management. This will include but are not limited to: IT, Training, HSEQ, Stock Control, Equipment Care, Waste, and contractor approach.

Attend and actively participate in meeting with ISS, Linklaters, and any other associated parties.

Ensure correct materials, equipment and methods are always used, and equipment is kept clean, in good working order and checked daily.

Ensure company provided uniform is kept clean and tidy and is always worn correctly while at work. Always adhere to ISS and Linklaters uniform and appearance standards.

Ensure personal hygiene, presentation and behaviour is in line with the standards set out by Service with a Human Touch program.

Comply with ISS Time & Attendance procedures as laid down in Employee Terms and Conditions and ISS at Linklaters policies and procedures

Monitoryour competencies and report to your line manager if action is required.

Essential:

· Good English communication skills in both spoken and written

· Ability to engage with different customers and stakeholders and proactively deliver service expectation.

· High standard of appearance

· IT literate with good understanding email and entry knowledge of Microsoft Office (Word/PowerPoint/Excel).

· Excellent Customer Service skills

· Excellent Teamwork skills

Desirable:

· Previous experience in a similar, customer focused role.

· Customer Service qualification

Attributes:

· Attentiveness - The ability to really listen to customers and provide great service for a number of reasons.

· Patience – When you deal with customers on a daily basis, be sure to stay patient when they come to you with any issue they have.

· Clear Communication Skills - Make sure you're getting to the problem at hand quickly.

· Knowledge of the Product – In order to provide excellent customer service, you must have a great understanding of our service delivery.

· Ability to Use "Positive Language" - Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based on the language that you use.

· Acting Skills – Provide excellent service even when coming across people that you'll never be able to make happy.

Job Description Changes

This job description will be subject to review and the post holder will be consulted about any proposed changes. It is expected that the company’s Personal Development Plan will provide such an opportunity to discuss any amendments or indeed adaptations to your job description.

This role profile is a guide to the work you will initially be required to undertake. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required by your manager. It does not form part of your contract of employment. You will also need to be Flexible in covering Annual Leave, Sickness and Absences

Job Types: Full-time, Permanent

Salary: Up to £12.95 per hour

Schedule:

• 8 hour shift

COVID-19 considerations:
N/A

Ability to commute/relocate:

• East London, Greater London: reliably commute or plan to relocate before starting work (required)

Experience:

• housekeeping: 1 year (preferred)

Work Location: In person

Application deadline: 01/05/2023
Reference ID: No 3
Expected start date: 02/05/2023