Workplace Lead
| Dyddiad hysbysebu: | 18 Awst 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Medi 2025 |
| Lleoliad: | B1 2JB |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 81124 |
Crynodeb
Job Title: Workplace Lead (Guest Services Role)Location: Central Birmingham - Brindley Place, Birmingham, B1 2JB
Salary: £28,800 + Working Hours: 40 hours per weekShift Patterns: Covering 2 Shift Patterns from 07:30 - 17:00
The Workplace Lead will act as the face of the executive office, delivering a seamless, personalised, and 5-star hospitality experience for employees, visitors, and executives. This pivotal role is responsible for creating a professional, welcoming, and service-led environment that enhances every aspect of the workplace journey from arrival to departure. The role combines high-end front-of-house service, operational support, and coordination of workplace services, ensuring all interactions reflect Phoenix Group's commitment to excellence. This role is to lead a team of 5 for a brand new site opening in central Birmingham. We would like the individual to have ideally 2 years of experience of managing a team.
Customer Experience & Hospitality:• Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.• Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.• Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.• Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.• Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.Meeting & Event Support:• Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.• Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.• Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.• Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.Workplace Operations:• Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.• Manage post and courier services, including internal and external collections and deliveries.• Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.• Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.• Support PEEPs, emergency evacuations, and health & safety procedures as required.• Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.Service Delivery & Improvement:• Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.• Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.• Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.• Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.
Person Specification• Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.• Strong interpersonal and communication skills with a customer-first attitude.• Experience managing AV/meeting room systems and the ability to train others as a system ‘super user'.• Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.• Proactive mindset with a keen eye for detail and passion for service excellence.• Familiarity with workplace management systems such as Maximo (preferred).• Strong team ethic with flexibility to support out-of-hours and emergency cover when required.
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;• 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;
Service excellence:
-Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
-Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
-Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
-Responsible for acting and behaving in line with One Code
-Responsible for attending / participating in monthly team meetings, briefings & internal communications
-Informed knowledge of all company engagement and communications initiatives
Client relationships:
-Accountable for positive client perception
-Informed knowledge of key stakeholders on the account
-Informed knowledge of the client values and objectives
-Informed knowledge of contribution towards client retention
Finance & Commercial Awareness
-Responsible for completing monthly timesheet or equivalent and following expenses procedures
-Responsible for caring for any company property provided
-Informed knowledge of the impact of behaviour on the finances of the contract
-Informed knowledge of company USP
People & productivity:
-Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
-Responsible for owning own development, and ensuring all learning is put into practise
-Responsible for personal performance including delivery of agreed personal objectives
-Informed knowledge of HR procedures and expectations outlined in employee handbook
Business development:
-Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
-Informed knowledge of Link scheme including how to identify business development opportunities
-Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
-Accountable for reporting any near misses, dangerous occurrences or incidents immediately
-Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
-Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
-Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
-Informed knowledge of contract innovations and overall contract and business strategy
-Informed knowledge of upcoming projects and relevant changes to their role
Salary: £28,800 + Working Hours: 40 hours per weekShift Patterns: Covering 2 Shift Patterns from 07:30 - 17:00
The Workplace Lead will act as the face of the executive office, delivering a seamless, personalised, and 5-star hospitality experience for employees, visitors, and executives. This pivotal role is responsible for creating a professional, welcoming, and service-led environment that enhances every aspect of the workplace journey from arrival to departure. The role combines high-end front-of-house service, operational support, and coordination of workplace services, ensuring all interactions reflect Phoenix Group's commitment to excellence. This role is to lead a team of 5 for a brand new site opening in central Birmingham. We would like the individual to have ideally 2 years of experience of managing a team.
Customer Experience & Hospitality:• Proactively manage the team and elevate the workplace journey, ensuring a premium, consistent, and tailored experience from entrance to exit.• Act as the primary point of contact for all workplace-related queries and service requests, ensuring swift and effective resolution.• Serve as a brand ambassador, embodying Phoenix Group values and ensuring every guest and colleague receives a warm, professional welcome.• Regularly conduct office walkthroughs to ensure cleanliness, ambiance, functionality, and presentation meet 5-star standards.• Seek and respond to feedback, taking proactive steps to address concerns and champion continuous improvement.Meeting & Event Support:• Ensure executive meeting rooms and lounges are set up, managed, and reset to perfection including AV systems, lighting, stationery, temperature, and refreshments.• Support high-profile meetings and internal events with pre-planning, attendee coordination, and on-the-day concierge service.• Collaborate with IT and facilities teams to ensure all AV and conferencing equipment is fully operational.• Maintain and restock all meeting spaces, tea points, and stationery hubs throughout the day to ensure readiness.Workplace Operations:• Carry out daily inspections of the workplace to identify and address faults, maintenance needs, cleanliness issues, and HS&E risks.• Manage post and courier services, including internal and external collections and deliveries.• Support desk moves, office changes, and space utilisation reviews, maintaining up-to-date records.• Liaise with contractors and suppliers to coordinate works and services, minimising disruption to operations.• Support PEEPs, emergency evacuations, and health & safety procedures as required.• Assist with internal audits, compliance reviews, and adherence to company policies such as the Clear Desk Policy.Service Delivery & Improvement:• Log service requests, customer feedback, and maintenance issues via the Maximo system, ensuring all are tracked and resolved to a high standard.• Attend and contribute to regular service line meetings to ensure alignment, collaboration, and information sharing across teams.• Proactively recommend service enhancements, innovations, and process improvements that support the contract's evolution.• Review and update standard operating procedures (SOPs) to maintain service consistency and compliance with best practice.
Person Specification• Proven experience in a high-end concierge, hospitality, or client services role, ideally in a corporate or executive environment.• Strong interpersonal and communication skills with a customer-first attitude.• Experience managing AV/meeting room systems and the ability to train others as a system ‘super user'.• Highly organised, with the ability to multitask and manage competing priorities calmly and efficiently.• Proactive mindset with a keen eye for detail and passion for service excellence.• Familiarity with workplace management systems such as Maximo (preferred).• Strong team ethic with flexibility to support out-of-hours and emergency cover when required.
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;• 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;
Service excellence:
-Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
-Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
-Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
-Responsible for acting and behaving in line with One Code
-Responsible for attending / participating in monthly team meetings, briefings & internal communications
-Informed knowledge of all company engagement and communications initiatives
Client relationships:
-Accountable for positive client perception
-Informed knowledge of key stakeholders on the account
-Informed knowledge of the client values and objectives
-Informed knowledge of contribution towards client retention
Finance & Commercial Awareness
-Responsible for completing monthly timesheet or equivalent and following expenses procedures
-Responsible for caring for any company property provided
-Informed knowledge of the impact of behaviour on the finances of the contract
-Informed knowledge of company USP
People & productivity:
-Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
-Responsible for owning own development, and ensuring all learning is put into practise
-Responsible for personal performance including delivery of agreed personal objectives
-Informed knowledge of HR procedures and expectations outlined in employee handbook
Business development:
-Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
-Informed knowledge of Link scheme including how to identify business development opportunities
-Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
-Accountable for reporting any near misses, dangerous occurrences or incidents immediately
-Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
-Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
-Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
-Informed knowledge of contract innovations and overall contract and business strategy
-Informed knowledge of upcoming projects and relevant changes to their role