Soft Service Coordinator
| Posting date: | 09 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | NG2 4LA |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 51074 |
Summary
Job OverviewWe are looking for a qualified and experienced Soft Service Coordinator to lead our (Front of House Services) reception, mail and cleaning teams, providing a high-quality experience to all guests and clients in the GPA managed offices in Nottingham. As the Soft Service Coordinator, you will be able to demonstrate a passion for delivering a 5* customer experience. You will be responsible for the management of all Front of House Services including meeting rooms, Mail/Logistics and the Cleaning team, ensuring coordination with other services providers to enable a seamless customer experience. Ancillary to this you will be accountable for achieving and maintaining the standardisation of processes and procedures. The role will also call for the provision of professional support, advice and local knowledge to staff, building users and visitors. You must be confident in dealing with demanding and sometimes difficult customers, problem solving and have the drive to go over and above for all visitors, providing an exceptional customer experience.
The role will report to the Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across soft services. Responsibilities not limited to presentation of the soft service lines, client and end user interface/interaction and timely reporting and escalation of issues where applicable.
The Soft Service Coordinator will form part of the Site Management team and will have people management experience and will be able to motivate, manage and developing people within a changing environment, with strong operational experience and commercial awareness.
Main Duties
-Lead the Front of House teams and maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
-To work with the Soft Service Manager to handle all requests from clients and customers - ensuring their requests are centrally supported.
-To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
-Liaison with client personnel and end users to ensure a high standard service delivery
-To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
-Management of the cleaning team, including recruitment, selection and development of staff
-Support the selection and training of suitable cleaning operatives and supervisors
-Ensure the delivery of routine planned and periodic cleaning, including reactive works
-To ensure that the Keytree booking system is being managed efficiently by the FOH team
-To ensure the seamless operation of the Conference meeting rooms including the booking, set up and management of the rooms and to liaise with catering as required to ensure catering needs are fulfilled
-Co-ordination and collation of management information as required by the Soft Service Manager (reports, reportable service failures, work volumes, contract performance, audit results).
-To be responsible for the continuous strategic review of the Front of House service delivery to the users.
-Ensure staff are trained to carry out works safely, efficiently and to standard.
-Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
-Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
-To maintain a close working relationship with the relevant Building and Security Management teams
-To ensure any visitor and building user complaints are investigated and responded to immediately.
-Delegate in a way that would encourage development and create a sense of ownership.
-Coach individuals in the team to build a high performing team.
-Reward and recognise individuals on team performance.
-Hold monthly team meetings and regular briefings
What we are looking forApplicants will need to be able demonstrate at least 2 years in a senior supervisory role and relevant experience working in a large-scale commercial Soft Service Operation.. Strong operational experience and commercial awareness with team Management experience - motivating, managing and developing people within a changing environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Essential Skills:
-
-Previous experience in Soft Services or Operations and knowledge of real estate
-Excellent Supervisory and Organisational skills
-Hands on and proactive approach
-
-Good oral and written communication
-
-Good interpersonal and Influencing skills
-
-Ability to communicate clearly and confidently and establish client rapport
-
-Ability to lead teams
-Competency and understanding of Statutory/H&S Compliance.
Desirable:
-
-IT literate
-Structured and methodical problem solving
-Health & Safety trained. Minimum requirement - IOSH managing safety & BICS trained
-
-Knowledge of Building services advantageous
-
-Previous experience of working in a diverse soft service delivery team
-Health and safety background
The role will report to the Soft Service Manager and will be responsible for ensuring the services delivered by the site/location service lines are consistent and reactive issues and customer enquiries are responded to in a prompt and professional fashion across soft services. Responsibilities not limited to presentation of the soft service lines, client and end user interface/interaction and timely reporting and escalation of issues where applicable.
The Soft Service Coordinator will form part of the Site Management team and will have people management experience and will be able to motivate, manage and developing people within a changing environment, with strong operational experience and commercial awareness.
Main Duties
-Lead the Front of House teams and maintain a visible presence with clients and staff, fostering an open culture that values high quality service and customer experience
-To work with the Soft Service Manager to handle all requests from clients and customers - ensuring their requests are centrally supported.
-To act as the key liaison with customers on any matters relating to standard processes for visitor management, cleaning and mail services.
-Liaison with client personnel and end users to ensure a high standard service delivery
-To be fully conversant in the processes and policies for dealing with visitor pass production operation alongside the security supply chain partner
-Management of the cleaning team, including recruitment, selection and development of staff
-Support the selection and training of suitable cleaning operatives and supervisors
-Ensure the delivery of routine planned and periodic cleaning, including reactive works
-To ensure that the Keytree booking system is being managed efficiently by the FOH team
-To ensure the seamless operation of the Conference meeting rooms including the booking, set up and management of the rooms and to liaise with catering as required to ensure catering needs are fulfilled
-Co-ordination and collation of management information as required by the Soft Service Manager (reports, reportable service failures, work volumes, contract performance, audit results).
-To be responsible for the continuous strategic review of the Front of House service delivery to the users.
-Ensure staff are trained to carry out works safely, efficiently and to standard.
-Undertake periodic reviews of service delivery to find areas of improvement and cost savings for benefit of customers and the business.
-Lead the team of Front of House supervisors, Cleaning Supervisors in monitoring performance and service delivery standards
-To maintain a close working relationship with the relevant Building and Security Management teams
-To ensure any visitor and building user complaints are investigated and responded to immediately.
-Delegate in a way that would encourage development and create a sense of ownership.
-Coach individuals in the team to build a high performing team.
-Reward and recognise individuals on team performance.
-Hold monthly team meetings and regular briefings
What we are looking forApplicants will need to be able demonstrate at least 2 years in a senior supervisory role and relevant experience working in a large-scale commercial Soft Service Operation.. Strong operational experience and commercial awareness with team Management experience - motivating, managing and developing people within a changing environment. They will be responsible for themselves and others to ensure we maintain a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.
Essential Skills:
-
-Previous experience in Soft Services or Operations and knowledge of real estate
-Excellent Supervisory and Organisational skills
-Hands on and proactive approach
-
-Good oral and written communication
-
-Good interpersonal and Influencing skills
-
-Ability to communicate clearly and confidently and establish client rapport
-
-Ability to lead teams
-Competency and understanding of Statutory/H&S Compliance.
Desirable:
-
-IT literate
-Structured and methodical problem solving
-Health & Safety trained. Minimum requirement - IOSH managing safety & BICS trained
-
-Knowledge of Building services advantageous
-
-Previous experience of working in a diverse soft service delivery team
-Health and safety background