Warden - Front of House in City of London

City of London Full-Time On-site

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Job Title: Warden – Front of House
Location: London
Salary: £14.80 Per Hour + Excellent Staff Benefits

Hours: 42 Hours per week, Days/Nights/Weekends

Please note this role requires NPPV & CTC vetting, which must be achieved before the employment commences with our client.

SIA License essential
CCTV Licence essential

Job Overview

To protect our customer's property, people and/or assets by providing Warden services in direct accordance with the sites published Assignment Instructions (AI's) and any subsequent changes.
As part of the Wardens team, to act as a focal point for receiving Guests, Visitors and external customer staff to the site

To undertake all aspects of the reception, warden services: -

Greet visitors, answer the telephone, check identities and issue passes, host visitors as required, to exit visitors and to ensure that all operational procedures are followed
Requirement to prioritise, multitask and to deal with conflicting demands from a variety of stakeholders
Anticipation of customer requirements
Timely and efficient execution of duties essential
To receive all the internal and external mail for the site, check, divide and distribute the posts to the personal onsite accordingly, collect all the letter to be franked accordingly before
To provide support to the customer services team as required
Delivering results that meet and / or exceed the Key performance indicators / Service Level Agreement for the customer through full responsibility and accountability, providing a service that aids in the retention of the contract.
To undertake additional training to ensure continuous self-development.

Main Duties

To undertake all duties as described and in accordance with the Reception Procedures Manual
To maintain the appropriate standards of conduct, dress, hygiene and appearance of a “Front of House” appointment, whilst being polite, efficient and presentable at all times.
To make staff, colleagues and visitors feel welcome and to aim to make the guest's time at the office a business-like and pleasurable experience.
To be readily able to answer any questions and / or find out the answer promptly
To receive and look after guests until they are met by their host.
To ensure that the security of the premises is maintained as far as is practicable
To maintain a quality reception area
To provide a helpdesk service for reactive maintenance
To maintain the telephone system as directed
To liaise with the customer services team regarding customer care
To administer the delivering and collecting of company post
Sorting post ready for collection.
Provide informative and helpful guidance to those requiring assistance finding, booking and using meeting rooms
Use of computer to answer email queries.
Report any building faults or H&S concerns.
Undertake such other duties as may reasonably be required.
To be accountable for security and safe keeping of all stock and equipment within your area of responsibility
To comply with the Clients policies on Recycling and waste disposal.
To ensure that customer complaints are promptly dealt with, and action taken to prevent reoccurrence
Replenish equipment and crockery etc that is required for service, before, during & after service.
Ensure hygiene levels are maintained in accordance with current legislation and provide a safe environment for customers and staff.
Ensure you comply with the current dress and personal hygiene regulations.
Attend all mandatory meetings (including Topsides) and training courses as required for the betterment of the operation and personal development
To undertake other reasonable tasks as requested.
Carry out access control to the building which involves checking passes and arranging escorts for all visitors
Making sure all staff sign in and out to keep an updated list if required for audit or fire evacuation
Carry out site safety audits
Checking all rooms when they become vacant for any faults or damage
To raise any building faults so these can be rectified in a timely manner
Making sure residents comply with customer rules and report any issues found
Completion of relevant paperwork as required, in line with Company procedures
Always liaise effectively with the customer ensuring customer satisfaction
Follow company policies and procedures in all respects
Always fulfil Health & Safety responsibilities
Undertake training as required
Wear correct uniform and PPE
Undertake such other duties as may reasonably be required

Person Specification

Excellent Customer Service experience preferably with an emphasis on dealing with visitors and customers both face to face, via e mail and over the phone
Intermediate level Microsoft applications skills – outlook, word, excel
Flexible and willing approach to work
Ability to work on own initiative
Enthusiastic and Hardworking
Good timekeeper
Must be reliable and well organised
Good standard of general education
Good communication skills - specifically verbal preferably with a second language

Security and Health & Safety

Follow Group and company policies and procedures, at all times.
Look out for, and to immediately report, any Health & Safety hazards, or potential hazards, on site.
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
Stay alert to any threats or changes within the work environment to take the appropriate action to reduce the chance of disruption, loss or damage.
Promptly involve appropriate personnel and accelerate concerns if a situation appears to become threatening.
Complete an accurate, detailed notebook entry as soon as possible after any incident, which can then be used as part of the Incident Report process.

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:

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 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 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.

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 equal.

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