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Job Overview
We are seeking a qualified and experienced Workplace Experience Co-ordinator (WEC) and contract administrator to oversee the delivery of exceptional workplace experiences in a high-profile client estate on a key account. This role involves building and maintaining strong relationships with key clients and building users, acting as a vital link between customers and operations. Reporting to the Head of Communications and Customer Experience, the WEC will work with teams to ensure consistent service delivery and prompt, professional responses to reactive issues and customer inquiries. It will also require the co-ordination of hard and soft facilities management services across the estate, including planned and reactive works, and ad hoc services. Responsibilities include overseeing the client and end-user interactions, timely reporting and escalation of issues.
Minimum of SC clearance is a requirement of the role.
Main Role
* The Workplace Experience Co-ordinator will be recognised as the FCDO point of contact, will demonstrate in-depth knowledge of the building and take ownership of a customer's issue or request, regardless of workstream.
* Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of FCDO and Mitie.
* Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings to benefit customers and the business.
* Ensure minor/new works are communicated to customers ahead of commencement dates and ensure progress is tracked and reported by the responsible workstream/contractors.
Experience
Appropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent, but not essential. Experience of a similar role about allocation and management of work orders, and CAFM, preferably Maximo. Applicants from other sectors with relevant transferable skills and experience within a customer-facing environment such as hospitality or events management are also encouraged. 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 and hospitality industry.
* Competency and understanding of Statutory/H&S Compliance.
Desirable
* Knowledge of building services advantageous.
* Customer experience.
* Previous experience of working in a diverse operational delivery team.
Personal Specification
* Experience of daily interaction with client, leadership team, operational management & front-line teams.
* Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Smriti Jasoria at smriti.jasoria@mitie.com.
Join our Mitie Team
Together our diversity makes us stronger.
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