Front of House Support Officer in Birmingham

Responsibilities include acting as a focal point for receiving guests, visitors, and external MOPAC staff to the MPS sites, undertaking all aspects of the reception Porter and Messenger services. Duties involve:

• Greeting visitors, answering telephone calls, checking identities, issuing passes, hosting visitors as required, escorting visitors to their exit, and ensuring all operational procedures are followed.
• Setting up rooms and venues as requested, assisting site management to relocate furniture and items as per requests.
• Receiving all internal and external mail for the site, checking, dividing, and distributing the posts to the appropriate on-site personnel, and collecting all letters to be franked accordingly.
• Providing support to the customer services team as required and undertaking all duties described in the Reception Procedures Manual.
• Maintaining appropriate standards of conduct, dress, hygiene, and appearance as a "Front of House" appointment, whilst being polite, efficient, and presentable at all times.
• Making staff, colleagues, and visitors feel welcome and aiming to make the guest's time at the office a business-like and pleasurable experience.
• Being readily able to answer any questions and, if necessary, finding the answer promptly.
• Receiving and looking after guests until they are met by their host.
• Ensuring that the security of the premises is maintained as far as is practicable.
• Maintaining a quality reception area.
• Providing a booking service for rooms.
• Providing a help-desk service for reactive maintenance.
• Maintaining the telephone system as directed.
• Liaising with the customer services team regarding customer care.
• Administering the delivery and collection of company equipment and setting up meeting room space to the client’s specification requirements.
• Providing informative and helpful guidance to those requiring assistance in finding, booking, and using meeting rooms.
• Taking delivery of post both internal and external, delivering post around the building to different departments using the franking machine and other equipment to send post.
• Using the computer to answer email queries.
• Reporting any building faults or H&S concerns.
• Undertaking such other duties as may reasonably be required.
• Being accountable for the security and safekeeping of all stock and equipment within your area of responsibility.
• Complying with the client’s policies on recycling and waste disposal.
• Ensuring that customer complaints are promptly dealt with and action taken to prevent reoccurrence.
• Replenishing equipment and crockery required for service before, during, and after service.
• Ensuring hygiene levels are maintained in accordance with current legislation and providing a safe environment for customers and staff.
• Ensuring compliance with current dress and personal hygiene regulations.
• Attending all mandatory meetings (including Topsides) and training courses as required for the betterment of the operation and personal development.
• Undertaking other reasonable tasks as requested.
• Following group and company policies and procedures at all times; reporting any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health, safety, or the environment.
• Using all work equipment and personal PPE properly and in accordance with training received.
• Reporting any issues or training needs to your line manager and/or via your divisional incident reporting system.

Qualifications include excellent customer service experience, preferably with an emphasis on dealing with customers and clients both face to face, via e-mail, and over the phone. Intermediate level Microsoft applications skills – Outlook, Word, Excel. A flexible and willing approach to work is essential, along with the ability to work on own initiative. The candidate should be enthusiastic and hardworking; a good time-keeper; reliable and well-organised. A good standard of general education and good communication skills – specifically verbal, preferably with a second language are also required.