Facilities Assistance in Birmingham

Better places, thriving communities.

As a Roving Ambassador (Facilities Assistant), your mission is to craft a seamless 5-star experience for every visitor and colleague and support the Front of House Manager and Facilities Manager to proactively manage the workspace and ensure all is working as intended. With a blend of exceptional service and meticulous attention to detail, you'll ensure every interaction leaves a lasting impression. You will be extremely organised, able to work independently, and skilled at developing meaningful and productive relationships with our clients and key stakeholders. You will be just as comfortable stepping in to support a client with their AV query, as you will be carrying out a floor walk and liaising with other workstreams to resolve any issue that is impacting colleague experience on site. This is a physically demanding role and you will be spending a lot of time on your feet. You will be a natural problem solver.

Key Responsibilities:

• Meeting Rooms and Porterage: Own the set up and reset of meeting rooms and event spaces to specified layouts.
• Warm Welcomes: Greet and assist all visitors and colleagues with a professional, concierge-level approach.
• Manage Key Areas: Daily ownership of the physical touchpoints, ensuring all colleague and client facing areas are set to agreed layouts, fabric, and housekeeping standards, and all working as intended.
• Efficient Check-ins: Manage visitor check-ins and check-outs, ensuring smooth access and departure processes.
• Queue Management: Proactively manage queues to streamline arrival and departure experiences.
• Facility Coordination: Support facilities management and the wider FOH team to proactively manage the workspace, ensuring compliance and maintaining high service standards.
• Technical Expertise: Offer first class meeting room first fix AV support. Undertake regular checks of AV kit to ensure it is working at all times.
• Security: Be vigilant at all times, to keep our colleagues and visitors safe.

Main Duties:

• Professional Conduct: Maintain a high level of professionalism, adhering to company policies and procedures.
• Effective Communication: Address and resolve visitor and colleague requests efficiently, ensuring clear and timely follow-up.
• Routine Checks and Audits: Perform floor walks and service audits, logging any necessary work orders, and seeing through to resolution.
• Visitor Engagement: Build rapport with frequent visitors, keeping the team informed about their preferences. Act as a host in the Lobby area.
• VIP Services: Ensure VIP guests receive exceptional service and satisfaction.
• Query Management: Triage and respond to colleague queries via various platforms, ensuring all queries are acknowledged and resolved efficiently.
• Visible Support: Act as a tangible and accessible point of service for all inquiries whilst moving throughout the office.
• Interlock: Act as an interlock between service teams and support the management team to coordinate their response to issues affecting colleague experience.
• Team Collaboration: Work closely with client workplace experience teams to support their initiatives, activities and events.
• Escorting: Host approved contractors on site.
• Administration: Maintain trackers, logs and digital records. Preparation of reports. Ordering office peripherals, stock, and uniforms.
• Point of Contact: Act as the eyes and ears in the absence of the Facilities Manager, and running team briefings or huddles.
• Role Model: Adopt the service standards and support the management team with training of fellow team members.

Qualifications:

• Experience: Minimum 2 years at prestigious corporate workplaces, or in high-end 5* hotels.
• Communication Skills: Exceptional verbal, written, and interpersonal skills.
• Presentation: Immaculate grooming and personal presentation.
• Technical Proficiency: Skilled in Outlook, Word, Teams, and Chrome; experience with visitor management tools like Condeco.
• AV: Comfortable with meeting room and event space AV equipment (MTRs, microphones and speakers, docking stations).
• IT: Ability to handle a high volume of queries over different platforms.
• Customer Service: "How can I help" mindset - aligned with that of a 5* hotel.
• SIA Licence: To be provided.

Core Skills: Attention to detail, critical thinking, decisiveness, adaptability, initiative, safety awareness, customer service, prioritisation, and personal organisation.

Join us to play a pivotal role in ensuring our Client's office is working as intended and a great place to be at all times.

Our market-leading flexible benefits scheme 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 benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more. 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 is the greater of your equivalent annual salary or a minimum of £10, giving peace of mind for your dependants. We also offer 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 (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing us.