Job Description

Behaviors:

• Knowledge of relevant procedures
• Level of customer Service
• Team Player
• Health and safety awareness and knowledge
• Communication

At commpany we know that ‘our diversity makes us stronger’. We’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. 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 an equal. We recognize the unique contributions that you can bring and our people and customers thrive when we get this right.

General

Daily management of Office Services functions, ensuring that all agreed service levels and service standards are met and complied with for Mail Room, goods in, courier management, Reprographics, Stationery and Records Management.

• Reprographics and scanning
• Off-site Reprographics Support (if/when required)
• Confidential waste management
• In addition, the role-holder will have the following responsibilities:
• Health & Safety management and the safe working and well-being of all colleagues on your site
• Producing monthly volume reports
• Staff management and development
• Customer and client management

General Management:

• Develop, maintain and adhere to all detailed Mitie systems, policies and procedures to perform the full scope of the role.
• Follow and maintain company Quality Management Systems, including development, maintenance and implementation of continuous improvement procedures.
• Manage where appropriate, sub-contractor and third party suppliers to meet the requirements of the contract
• Overall management of each department, HR queries, processes and team management

Health and Safety:

• Ensure all Health & Safety policies are developed, maintained and implemented as required to meet the scope of the service operation.
• Maintain responsibility for all Health and Safety Planning, including Risk Assessments, COSHH, PPE and Health and Safety Plans.
• Complete Accident/Incident Reports and report all incidences through the correct Mitie Lifeline channels
• To be an on-site First aider and Fire Warden

Service Delivery:

• Manage the service delivery to ensure outstanding service to the client and customers
• Ensure contractual Service Level Agreements are managed, developed and implemented to meet the needs of the contract.
• Undertake programmed inspections and audits on service delivery and close off all non-compliance
• Full awareness of current workload and status of current and future projects

Customer Service:

• Be a customer service champion, taking a pro-active approach to customer service management and promote excellent service standards
• Utilizing relevant tools undertake regular benchmarking exercises against customer service to ensure a service lead approach to delivery
• Attend face to face meetings with any customer issues or queries to maintain a high level of positive customer feedback

Client Management:

• Build a strong relationship with key clients, based upon openness and mutual trust
• Attend regular service meetings to ensure service delivery satisfaction and development of future services
• Attend PA and secretarial meetings to understand the perception of the service and the areas for improvement
• Identify any cost saving opportunities and service delivery innovations
• Produce the monthly management report, spend and SLA's
• Staff Management
• Manage and motivate teams to ensure that Mitie delivers all contractual requirements.
• Ensure appropriate holiday and sickness operational cover is in place.
• Maintain a minimum staff turnover rate to meet continuing service standards.
• When needed, undertake pro-active recruitment of qualified staff to meet the requirements of contract performance and service delivery.
• Ensure all staff observe rules and standards and deliver services to the required standard.

Staff Development:

• Undertake regular appraisal and development meetings with staff.
• Prepare training plans to develop people and services.
• Encourage staff to undertake a pro-active approach to their own development.
• Ensure staff training is carried out to the highest level.

Health and Safety responsibilities:

• Follow Group and company policies and procedures at all times;
• 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;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security:

• Ensure compliance with Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;

Required Knowledge, Skills, and Abilities

Excellent leadership skills, allowing them to develop a high service culture. Excellent written and verbal communication skills. Monitoring, recording and reporting performance targets for the team and individuals. The ability to develop and maintain excellent customer relationships. Ability to priorities and manage peak service demands. Ability to communicate with clients at all levels. Enthusiastic personality with great people skills. Dedicated and organized. Self-motivated. Flexible approach. Team player. Appropriate personal appearance. Adaptable to multiple personalities. Focused on the services, clients and finances and projects.