Workplace Manager

Overview

Better places, thriving communities.

Monday to Friday | Salary £38,850

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

• Oversee operational delivery within the scope of the contract and manage the customer journey at Stoke.
• Drive service performance through audits, engagement with partners, and improvement plans.
• Serve as the primary interface for internal clients and stakeholders, building excellent relationships.
• Lead and manage a cohesive front-of-house team that delivers exceptional service and aligns with brand values.
• Ensure statutory, health and safety, and policy compliance through audits and training.
• Support and lead service line contractors to deliver integrated solutions.
• Promote a culture of customer excellence, innovation, and continuous improvement.
• Coordinate site communications and manage internal feedback loops effectively.

Main duties

Service Excellence

• Measure and report on KPIs with client input.
• Use KPI outcomes and service reviews to improve delivery.
• Implement and continuously improve Standard Operating Procedures (SOPs).

Engagement, Culture & Communication

• Create and manage contract reports and management information (MI).
• Ensure high-quality communication internally and externally.
• Champion engagement and participation in business-wide initiatives.

Client Relationships

• Provide regular updates and reporting to the client.
• Align the team with both Signature and Client values.
• Address client requests proactively and follow through to resolution.

Finance & Commercial Awareness

• To have an awareness contract to budget.
• Identify and implement cost-saving or revenue opportunities.
• Understand key contractual terms, including penalties and models.

People & Productivity

• Manage and improve team performance through development and MI analysis.
• Ensure HR processes are followed, and team members are supported.

Business Development

• Support tender processes and develop the contract organically.
• Understand and contribute to the wider business growth strategy.

QHSE and Wellbeing

• Maintain documentation and training schedules for QHSE.
• Review and act on incident reports, audits, and risk assessments.
• Promote a proactive safety culture and wellbeing.

Strategy, Innovation & Project Management

• Set team objectives linked to contract and company strategy.
• Manage and support delivery of site and portfolio projects.
• Encourage and implement innovative service improvements.

Person Specification

• Passionate about leading and creating an environment where everyone can thrive.
• Excellent analytical skills.
• Proven knowledge and experience in FM practices.
• Commercial awareness.
• Strong report writing skills.
• Flexible attitude.
• Experience working in a challenging, fast-paced corporate environment.

Desirable

• IOSH
• Fire Warden and First Aid training (or willingness to obtain).
• Familiarity with Visitor Management Systems (e.g., Proxyclick, VGreet).
• Experience supporting or coordinating events.

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.

Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition and need us to make any reasonable adjustments during the recruitment process, please let us know by emailing us.

Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team. Together our diversity makes us stronger.

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