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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 Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the Royal London premises by consistently delivering operational activity of the highest standard. Service excellence: Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)Responsible for challenging when service excellence delivery falls below SLA / SOP / KPIInformed knowledge of the contractual KPIs & SLAs Engagement, culture & communication: Responsible for acting and behaving in line with One CodeResponsible for attending / participating in monthly team meetings, briefings & internal communicationsInformed knowledge of all company engagement and communications initiatives Client relationships: Accountable for positive client perceptionInformed knowledge of key stakeholders on the accountInformed knowledge of the client values and objectives Informed knowledge of contribution towards client retention Finance & Commercial Awareness: Responsible for completing monthly timesheet or equivalent and following expenses proceduresResponsible for caring for any company property providedInformed knowledge of the impact of behaviour on the finances of the contractInformed knowledge of company USP People & productivity: Responsible for following time off work, grievance, whistle blowing & disciplinary proceduresResponsible for owning own development, and ensuring all learning is put into practiseResponsible for personal performance including delivery of agreed personal objectivesInformed knowledge of HR procedures and expectations outlined in employee handbook Business development: Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;Informed knowledge of Link scheme including how to identify business development opportunitiesInformed knowledge of all Signature service offerings and other outsourced service lines on site QHSE and wellbeing: Accountable for reporting any near misses, dangerous occurrences or incidents immediatelyResponsible for working in a safe manner at all times and in line with any SOP's and QHSE folderResponsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policyInformed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook Strategy: innovation, change & project management: Informed knowledge of contract innovations and overall contract and business strategyInformed knowledge of upcoming projects and relevant changes to their role Main duties Liaise with service providers to ensure delivery of a quality service, on time, to specificationTo ensure all customer requests are dealt with efficiently and effectively and the customer is kept fully updated with progress.Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needsWork to and periodically review and update a standard set of operating proceduresSupport Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guestsCarry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actionsEnsure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completedComplete daily periodic checks of all stationery hubs and tea points to ensure tidiness, cleanliness and all sundries are replenished in a timely.mannerEnsure all meeting room requests are completed in accordance with the SLA and customers are communicated to with all booking informationWorking closely with the catering team, ensure all hospitality orders are delivered correctly and on time, and that all completed hospitality is collected efficiently. To provide a first fix response for the onsite AV equipment and MFDsCustomer support and training of the condeco systemsCarry out Internal/external post and courier deliveries/collections (London)Raise proactive and customer feedback requests via the Maximo system and ensure each request is managed to satisfactory completionAttend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service linesLiaising with FM oversee all contractor activity to minimise impact on site operation and customersRaise accident and incident reports and track through to closureProvide operational support to any internal eventsActively seek and review customer feedback, track remedial actions through to closureSupport with all internal and external auditsWork flexibly to support out of hour requests and extended hours to self cover operationsTo support the Service Level Agreement by ensuring that all activities are carried out effectivelyReview procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution Person Specification A clear understanding of Health & Safety practices, IOSH certifiedCustomer orientated approachEnthusiastic and conscientiousAn understanding of Audio Visual and IT systems and the ability to explain this accurately to customersComputer literate (Word, Excel, Outlook E-mail)Clear, strong and confident communication skillsTeam player with an enthusiastic attitudeTo work efficiently and effectively in a team as well as individuallyAble to work off their own initiative and with minimal directionOrganised, capable of managing and prioritising multiple workflow requirementsExcellent written and oral communication skillsHigh attention to detailFlexible and proactive.Passionate about exceptional customer serviceExperienced in Front of House or Reception ideally gained within a corporate or 5 Star hotel environmentAbility to build positive relations with colleagues, guests and clientsTo be able to move heavy / bulky items 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;