At a Glance
- Tasks: Deliver exceptional customer service and create memorable experiences for visitors.
- Company: Join a leading corporate services provider with a focus on excellence.
- Benefits: Full-time hours, competitive pay, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on teamwork and innovation.
- Why this job: Be the face of the company and make a real impact on guest experiences.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
All applicants must be a UK National.
Hours: 37.5 hours per week Monday - Thursday 07:30 - 16:30, Friday 07:30-11:30.
To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is 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 / KPI.
- Informed knowledge of the contractual KPIs & SLAs.
- Responsible for acting and behaving in line with One Code.
- Responsible for attending / participating in monthly team meetings, briefings & internal communications.
- Informed knowledge of all company engagement and communications initiatives.
- Accountable for positive client perception.
- Informed knowledge of key stakeholders on the account.
- Informed knowledge of the client values and objectives.
- Informed knowledge of contribution towards client retention.
- Responsible for completing monthly timesheet or equivalent and following expenses procedures.
- Responsible for caring for any company property provided.
- Informed knowledge of the impact of behaviour on the finances of the contract.
- Informed knowledge of company USP.
- Responsible for following time off work, grievance, whistle blowing & disciplinary procedures.
- Responsible for owning own development, and ensuring all learning is put into practice.
- Responsible for personal performance including delivery of agreed personal objectives.
- Informed knowledge of HR procedures and expectations outlined in employee handbook.
- 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 opportunities.
- Informed knowledge of all Signature service offerings and other outsourced service lines on site.
- Accountable for reporting any near misses, dangerous occurrences or incidents immediately.
- Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder.
- Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy.
- Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook.
- Informed knowledge of contract innovations and overall contract and business strategy.
- Informed knowledge of upcoming projects and relevant changes to their role.
- To focus your attention on the whole guest experience coupling a 5 star service ethic with knowledge of the client business, structure, vision and principles, professionally operating the front desk reception and switchboard, delivering exceptional guest relations and customer services standards.
- To ensure you meet all business needs and that both Mitie's and the Client's reputations are enhanced through your delivery of professional standards and great service.
- Build rapport with varied service streams to gain One Team attitude.
- To build professional relationships with key clients and guests to develop knowledge of personal requirements.
- To undertake daily floor walks to include meeting rooms, print areas and breakout areas to tidy them up.
- To be flexible in approach and working as a team to deliver the needs of each customer visiting site and using the meeting room and hospitality facilities.
- To support the Service Level Agreement by ensuring that all reception activities are carried out effectively.
- To ensure you are immaculately dressed in uniform and adhere to strict appearance and grooming standards.
- To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language.
- To communicate professionally as a representative of Mitie with residents of the building and the client, providing a 5* level of service at all times.
- To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.
- To contribute to great teamwork at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos.
- To be articulate and pre-empt the needs of clients and visitors.
- To effectively deliver to all guests, Health, Safety, Security and building information as necessary including evacuation procedure upon arrival.
- Must be able to work to a flexible rota in order to meet both business and client needs, including late requests for services.
- To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation.
- To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc.
- To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times.
- To actively complete checklists ensuring quality of service and standards pertaining to the presentation and maintenance of the reception area.
- To support Mitie facilities with any ad-hoc admin tasks, e.g. raising visitor notices, printing and inputting of any safety data etc.
- Ensure QHSE Site file is up to date and adhered to at all times.
- Arranging the disposal of confidential waste directly with carrier contractor.
- To report any electric vehicle unit faults to Real Estates and Bp pulse.
- To manage the booking management of Pool Cars.
- Managing all general shredding on site.
- To process meeting room requests including conference rooms.
- To liaise with Thales meeting organisers to understand requirements in meeting room set ups and liaise with catering and on site Mitie team.
- Liaise with Thales staff when meetings need to be moved around to make room for larger or VIP meetings.
- To ensure VIP rooms are clean, tidy and readily prepared for visitors.
- To assist in any other reasonable duties as required by your colleagues, managers or clients.
- Customer focused with the ability to build positive relationships.
- Experience of working in corporate customer service environment.
- Excellent communication skills and exceptional attention to detail.
- Immaculate personal presentation endorsing the Signature five star image.
- Proven experience and understanding of an exceptional Customer Service delivery.
- Previous experience with visitor management and booking systems preferable.
- Excellent time management and organisational skills.
- Proactive, flexible and can-do attitude.
- The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate.
- Ability to deal with multiple requests simultaneously.
- Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills.
- Team player.
- Be innovative, identifying improvements and smarter ways of working.
Workplace Host in Glasgow employer: Mitie Group
Mitie is an excellent employer, offering a flexible work environment with the opportunity for home working and convenient site visits in Norwich. With a strong focus on employee welfare, training, and development, we foster a supportive culture that encourages growth and collaboration, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Workplace Host in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Workplace Host in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group!
How to prepare for a job interview at Mitie Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
