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Job description

Purpose of Job

Responsible for the Facilities and maintenance of the daily appearance of the internal and external property areas. The job holder will be passionate about service delivery and ensure all activity is focused on adding value to our customer experience. The role will involve extensive customer interactions working to continually evolve and improve our service in line with our customers' expectations.

The role relates to the execution of the Facilities Management contract for the specified Property. Responsible for ensuring delivery of first-class workplace standards.

Particular aspects of the job will include:

· Puts focus on delivering a five-star service.

· Adopts an adaptable and resilient nature, willing to undertake a variety of tasks including assisting other team members in their duties (e.g. all property team members)

· Can manage their time and tasks in an efficient manner

· IT and computer literate - able to use a smart phone and web-based tools.

· Ensure service delivery standards are in line with or exceed client expectations.

· Support on site team including Housekeeper, and colleagues as appropriate, including sharing of best practice and ensuring service consistency.

· Line management responsibility for Workplace assistants and joint responsibility for cleaning team on site along with Housekeeper.

Key Accountabilities

Brilliant Basics

· To build and maintain strong relationships with all key stakeholders.

· Taking responsibility for the operation of the site

· Management of the workplace assistant's on site

· To take responsibility for the maintenance, presentation, audit and compliance delivery, cleanliness, and safety of all the areas of the site.

· To monitor the cleaning standards, presentation, and timekeeping of on-site Workplace Assistants

· Maintenance of the daily appearance of the internal areas.

· Stock control and ordering of cleaning materials

· Liaising with helpdesk and providing job management for the site ensuring jobs are planned and completed effectively whilst ensuring the customer is always the number 1 priority

· Space and porterage management using Matrix

· Tasking evening supervisor/ team with any reactive actions required.

· Managing the activity of 3rd party soft services contractors (PHS / Window Cleaners / Waste & recycling)

· Assisting where required with office reconfigurations such as meeting room and desk moves, providing support to the workplace assistant's with on site tasks such as cleaning/ porterage

· Management of onsite rosters

· You will be required to report any defects or faults that you see to the Helpdesk and mange the job through to completion

Communication

· Ensure all customer and client communication, whatever the form, is responded to in a timely fashion and promote this within our team and in accordance with the company's customer service standards.

· To interact and communicate with all occupiers, staff, visitors, and colleagues in a courteous, professional, and helpful manner at all times.

· To provide appropriate form of communication, at each interaction, depending on customer preferences and the matter at hand.

· To actively communicate with colleagues internally, along with our Ascot partners, to provide a joined-up group-wide customer experience.

· Participation in a weekly feedback discussion between all members of the Concierge / Front of House team.

· Carry out regular Toolbox talks with the cleaning team to ensure that they are up to speed with processes and procedures

Customer Experience

· Stay close to customers and influencers in the property and ensure the business responds to evolving requirements.

· To take individual ownership of the development of an exemplary customer service culture within the property, with personal intervention where appropriate.

· Deliver effective and efficient complaint handling with empathy and understanding.

· Seek to continually improve the customer service delivery, reviewing, responding to, and learning lessons from feedback surveys, implementing change where possible & appropriate.

· Adopt an innovative approach to service solutions to continually improve the customer experience.

· Drive to increase customer testimonials and whilst also reducing/eliminating the reasons for customers to complain.

· Develop robust customer relationships, understanding their expectations, ensuring that services are organised to meet those expectations.

Empowering our people

· To build and maintain the Workplace team, with a culture of exemplary customer service where all staff take ownership.

· Set and maintain clear standards and performance criteria across the team, in line with Mainstay’s / the client's overall business objectives (i.e. accurate records are kept by line reports, to include timesheets and sign in sheets, staff reviews and any relating HR requests).

· Develop, coach and mentor staff through a system of regular scheduled team and individual review meetings, as well as accompanied site visits and if required, to attend evening meetings. Provide positive and targeted written feedback following all such accompanied visits.

· Responsible for ensuring site staff direct reports are trained adequately to do their respective roles, through induction and health and safety training.

· Arrange rosters / holiday cover.

· Enforcing personal presentation and brand standards as agreed.

· Adherence and ownership of training to set procedures.

· Assigning routine and non-routine tasks.

· Ensure performance appraisals are conducted for each member of the team, ensuring that all have the appropriate skill set to achieve their objectives and are competent in their roles.

· To be responsible for assessing training needs and ensuring that the relevant level of training, development and coaching is available to all team members, that training needs are met, aiming to improve both individual and organisational effectiveness and that everyone is encouraged and supported in their professional development, giving employees the best opportunities to develop their abilities and careers within the group;

· To ensure that company policies are implemented consistently and that fairness, reasonable standards in the treatment of people, equal opportunities and work life balance are maintained to create a positive work environment and minimise risk of action taken against the company.

· Actively support colleagues in specific areas of expertise and with non-routine activity to share best practice and support overall team performance, development, and knowledge.

· Adopt a flexible approach in the team so as to take on other such other duties as the Workplace Manager may from time to time reasonably require.

Above all- Provide a safe space to allow employees to grow, develop and achieve. Provide wellbeing support, clear direction and guidance through huddles, meetings, onsite support

Job Type: Full-time

Salary: £26,000.00-£28,000.00 per year

Schedule:

• Monday to Friday

Experience:

• Customer service: 2 years (preferred)

Work Location: In person

Application deadline: 08/07/2023