Workplace Team Leader

Overview

Working within and managing a signature Mitie team, you will be the face of The client workspace, taking full ownership of the working environment by delivering a first-class service across all integrated facilities management services. You will ensure all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all who reside or visit The Client premises.

Responsibilities

Main Duties

Client & Guest Experience

Lead the Hosts team to deliver seamless, high-quality guest experiences aligned with service expectations. Lead the proactive identification, reporting, and investigation of near misses, incidents, and hazards. Oversee daily operational activities to uphold a secure, accessible, and regulation-compliant workplace, ensuring alignment with health, safety, and legal standards. Lead by example in operational delivery, ensuring team adherence to SLAs and company protocols. Facilitate ongoing training to embed best practices and continuous improvement. Act as the primary point of contact for day-to-day client interactions, ensuring prompt resolution of queries and clear communication. Build professional relationships with key stakeholders to understand and meet individual requirements. Ensure all guests receive a warm welcome and consistently excellent service.

Meeting Rooms & Events

Manage end-to-end delivery of meeting room and event services, including AV audits, hospitality, and bookings. Coordinate large-scale meetings and events (e.g. senior management or group-wide events), including setup and support. Liaise with Hosts to ensure meeting rooms are prepared and events run smoothly, occasionally supporting early morning or evening events. Assist with hospitality duties such as waitressing, serving drinks, and managing registration desks. Maintain and update the NFS room booking system, ensuring accurate entries and diary updates. Ensure all meeting room requests are fulfilled in line with SLAs and clients are kept informed. Oversee timely and accurate delivery and collection of hospitality orders.

Operations & Service Delivery

Utilise CAFM, NFS, and other platforms to manage service requests, bookings, and reporting. Monitor SLAs and performance metrics to identify trends and drive service improvements. Conduct daily floor walks, meeting room checks, and consumables audits, ensuring issues are actioned and tracked. Resolve operational issues and escalate where necessary. Maintain high standards to consistently exceed customer expectations. Coordinate all workplace tasks, ensuring clear communication and adherence to requirements.

Team Leadership & Development

Lead and develop a high-performing team, setting SMART objectives and supporting growth through PDPs, PIPs, and training plans. Manage recruitment, onboarding, and training of new starters. Arrange weekly team rosters and cover, monitor attendance, and validate timesheets. Conduct regular 1-to-1s and team meetings, promoting a positive and collaborative team spirit. Ensure team compliance with site rules, appearance standards, and uniform policies. Address people-related matters proactively, aligned with company values and the One Code.

Health, Safety & Compliance

Deliver monthly Toolbox Talks and ensure training records are up to date. Ensure team members are fully compliant with QHSE Site File and SOPs. Report and escalate maintenance, IT, or health and safety concerns promptly. Support implementation of evacuation procedures and health & safety briefings for guests. Maintain cleanliness and upkeep of allocated areas.

Technology & Administration

Provide IT assistance and ensure AV equipment is set up for meetings. Use Excel, Word, and other tools for data entry and communication. Ensure visitors are logged into the building database accurately. Submit weekly/monthly MI reports in a timely manner.

Business Development & Strategy

Contribute to service improvements and business development initiatives. Maintain awareness of Signature and outsourced service offerings. Support internal/external audits, ISO accreditations, and readiness for bids and tenders. Champion workplace policies such as the clear desk policy and best practice standards.

Professional Conduct

Uphold confidentiality, integrity, and the values of Signature and TLT. Demonstrate a positive, professional, and courteous manner at all times. Communicate effectively with all stakeholders and act as the central contact for service lines, contractors, clients, and guests.

What we are looking for

• 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 in co-ordinating events
• Previous experience within 5* customer service role
• Proven knowledge/experience in technological workplace solutions
• Excellent time management and organisational skills
• Pro active, 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
• To support the team in achieving a positive representation of the Signature Standards