Reception

· Working as part of a 5

• Mitie team, you will be the face of the workspace by delivering a first-class reception and security service. Ensuring all internal and external customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience.


Main duties

· Ensure that all reception and security operations run smooth on a day to day basis

· Maintain the Reception area to the highest standards, take ownership for your environment

· To ensure an exceptional, memorable experience, one guest is delivered to all our clients

· Manage all incoming calls professionally, quickly and efficiently.

· To ensure all visitors are greeted professionally and courteously at all times

· All visitor contact details checked, validated and recorded onto site and Security passes issued to external guests / contractors

· Ensure a high level of security is maintained throughout our reception at all times. Any breaches are escalated immediately.

· To support the Service Level Agreement by ensuring that all Customer Support activities are carried out effectively

· Be prepared to assist colleagues in a willing and positive manner including assisting with other duties as required

· To provide an outstanding level of customer service to clients and customers that meets or exceeds their expectations

· To take reasonable care for our own health & safety and that of others who may be affected by what you do or what you fail to do

· To maintain a professional appearance ensuring uniform is worn in the correct manner

· Liaise with customers via both verbal and written communication, proactively engage and build relationships with customers, ensuring that the position becomes the first point of contact for all queries

· Promote safe working environment and report any accidents or near misses to Mitie lifeline representatives and ensure appropriate records are completed

· To acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs

· To report health and safety issues, including all accidents and near misses to Mitie Lifeline, · 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;

· 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;

Note


• This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
  
  · Person who is able to listen to clients request and respond in timely manner


· Take an ownership of individual customers request and strive to exceed customer's expectations

· Able to demonstrate one team ethos and work closely with other contractors

· Contribute to new ideas and be inventive

· Confident, friendly and have professional approach

· Demonstrate excellent communications skills

· Displays a responsible, flexible can do approach to work duties with passion to provide high standards of customer care and supports colleagues to achieve personal and team goals

· Excellent communication skills in order to be able to make customers feel welcome

· Excellent telephone manner

· High standards of personal hygiene and presentation

· Basic computer literacy to complete administrative tasks and good organisational skills

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: o 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.


o 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.

o We go the extra mile: whether it's 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.

o 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 an equal.

o 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.