Job objectives and responsibilities
· Supporting the management of the front of house teams to deliver an authentic first-class service
· Ensure our brand and cultures are fully delivered by all our team members
· Promote the service offering internally and externally to deliver growth within the region
· Develop and work to a standard set of operating procedures processes
· Be a key driver in delivering a customer excellence culture
· Build professional relationships with regional team, and on site stakeholders
· Build relationships with the Mitie service partners and contractors ensuring all are joined up in delivering to the strategy
· Carry out internal audits and inspections and use data to drive improvements and efficiencies
· Attend and formulate actions from monthly meeting
· Collaborate across the rest of the portfolio to ensure consistency
· Create a culture of innovation and to present suggestions and initiatives to the senior managers
· Communication with all regional managers and teams
· To assist in any other reasonable duties as required by your colleagues, managers or clients
· Support Duty manager role
Main duties
Service excellence:
-Responsible for recruitment process for all Signature vacancies
-Responsible for supporting loading up vacancies internally and externally for Rolls-Royce
-Ensuring all vacancies are sent out in a timely manner to internal teams
-Raising Purchase Orders
-Responsible for supporting regional managers in ordering and issuing uniform
-Responsible for supporting booking train travel, flights and hotels for the Regional Operations Managers and teams on Rolls-Royce
-Conducting Site Audits and collating information for Midland accounts
-Support and assist with agency cover through Retinue for Midlands accounts
Engagement, culture & communication:
-Responsible for promoting Signature engagement and communications initiatives
-Responsible for sharing all communications in a timely and effective manner
-Responsible for submitting weekly updates to line manager as required
-Informed knowledge of and contributes towards reports and MI (Management Information) required on site
Client relationships:
-Responsible for liaising with day-to-day clients
-Consults with line manager on the delivery of the client values and objectives
Finance & Commercial Awareness:
-Supporting line manager with delivering on budgets against variable costs (cover, uniform, training expense etc.)
-Raising Purchase orders via Coupa
-Assisting monthly finance reporting on adhoc billing
-Consults with line manager on any potential financial risks
-Informed knowledge of contract finances
People & productivity:
-Assist and support the Regional teams with HR, (notetaking and investigation meeting)
-Responsible for following all Mitie policies and procedures
-Assist line manager on employee lifecycle including recruitment, Onboarding, induction, retention and exit
Business development:
-Assist line manager with managing any Business Development initiatives on their sites
-Informed knowledge of front of house market and competitors
QHSE and wellbeing:
-Support and assist with investigating any near miss, dangerous occurrences or incidents that are reported
-Assist in delivering QHSE related tool box talks and safety related communications to the teams
-Consults with the line manager on any improvements relating to health, safety and environment
Strategy: innovation, change & project management:
-Responsible for supporting any innovations on site, ensuring team members adapt to change in the appropriate way
-Consult with Line Manager of any operational concerns which could impact project/change
-Informed knowledge of the benefits of having a strategy
Person Specification
· Experience in a similar role
· Commitment to support their colleagues
· Passionate about exceptional customer service
· Ability to build positive relations with colleagues, guests and clients
· Able to work off their own initiative and with minimal direction
· Proactive, flexible approach and ability to problem solve
· Knowledge of technology based products used in a corporate office environment
· Excellent communication skills and exceptional attention to detail
· Immaculate personal presentation endorsing the Signature ethos
· Excellent time management and organisational skills
· Computer literate (Word, Excel, Outlook E-mail)