Our values and behaviours

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: 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. 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. 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. 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. 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.

 

Job objectives and responsibilities

To develop and lead the client relationship, by ensuring the highest standards of operational service are delivered, by identifying and delivering innovative added value solutions and maintaining a strong client relationship in order that service levels and profitability are maximised.

Continually review and drive account performance based on threat and risk levels, guide and advise client as appropriate, maintain both internal and external relationships with key organisations to maximise performance. 

 

Main duties

Our People

Implement a People Strategy to include:-

Recruitment Strategy for the contract, focusing on skill sets for specialist roles. Succession Plan to support contract resilience, identifying high priority roles. Training Plan for the contract, identifying mandatory training for each role and identifying which roles should be supported with cross training to aid resilience of a key functions Staff recognition and reward system to identify those staff who have received positive feedback or performed exceptionally well. National awards – nominate staff to recognise staff efforts Staff survey – implant an annual staff survey to obtain and understand staff feedback to help improve the contract Staff Retention – Monitor staff attrition to identify any common themes to retention. Contract Recognition and Reward Finance – consult with staff to agree how best to reward staff utilising any monies earnt during the year.

Compliance and  Assurance

Implement an audit programme to ensure all key functions are regularly audited and compliant. Develop a Customer Relationship Strategy, identifying key internal stakeholders (contractor partners, building tenants etc), to support effective working relationships to enhance service delivery and mitigate risk and threat across the account. To build and maintain key external stakeholder relationships with organisations critical to the clients portfolio (Met/BTP Police, TfL, Fire Brigade etc). Monitor service delivery levels, and influencing, directing and working with Operations and all other internal stakeholders to ensure the required standards of service are achieved. To regularly liaise with the client to understand and continually monitor threat and risk to their business, reviewing emergency procedures and operational tactics according to threat. Maintain continual professional development by attending relevant networking events with organisations such as Security Institute and undertaking relevant Apprenticeships/Training. Review all critical operational incidents to identify any areas for improvement and ‘lessons learnt' to help improve and develop staff and processes. Report on Contract KPI's, identifying areas of opportunity and/or risk, and working with others in the business to develop actions plans to address any areas of underperformance. Support the clients Security Strategy in conjunction with Mities own objectives.

 

 

Finance

Take commercial accountability and responsibility across the account. Oversee cost control related to all client contracts, ensuring that resources are utilised efficiently and invoice queries are resolved quickly. Review all financial spend on the open book viewed and accurate prior to submission to the client Prepare an annual pay benchmark data report each year for submission to the client with recommendations for staff pay increases for the forthcoming year.

 

 

Continuous Improvement

To look for opportunities for continuous improvement and deliver options that are mutually beneficial to the Account and the Company. To be aware of business developments and opportunities within the Account, as well as the wider commercial environment including competitor activity. Ensure that the Company policies and procedures in relation to the Account and the workforce deployed to the Account are followed at all times.

 

Person Specification

Previous experience of working in a complex and challenging environment Previous experience of managing multi stakeholders Previous experience of overseeing and leading large teams (100+ staff) Be able to work on own initiative and take personal responsibility and ownership for all actions Be able to demonstrate excellent people management experience including having a sound knowledge of HR processes Demonstrate great customer service skills to engage with a range of stakeholders Excellent verbal and written communication skills Demonstrate attention to detail Demonstrate effective leadership and team building skills A decisive and assertive decision maker who can interpret situations to proceed with a prioritised action plan that achieves the results required Excellent report writing, investigative and analytical skills with attention to detail Excellent organisation and time management skills Proven track record working towards KPI's and SLA's