Job Overview ­Job Title:   Workplace Experience Co-Ordinator

 

Business Area/Function: FCDO Hanslope Park

 

Date Produced / Last Updated 20/05/24

 

Reports to: Head of Communications and Customer Experience   Location: Site Based at Hanslope Park, Milton Keynes

 

Reference: TBC

 

Mitie Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has in excess 70'000 employees, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve.

Our Values: Delivering the exceptional, everyday ·       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 o   We are one Mitie o   We are built on integrity and trust o   We go the extra mile o   Our diversity makes us stronger o   Our customers' business, is our business

 

Position 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. The WEC ensures a five-star service, providing responsive, professional, and clear communication to relevant customers and teams. Confidence in handling demanding customers, strong problem-solving skills, and a commitment to going above and beyond for all occupants are essential.

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.

The WEC role is both internal and external facing, serving as a crucial link between Mitie operations and customers. This role requires providing assurance to clients while confidently and assertively building and maintaining rapport and relationships, whilst also updating the internal teams and work records. As part of the FCDO team, the WEC will help create a workplace environment that boosts wellbeing, productivity, and company culture. The WEC will work with operations teams to proactively seek opportunities to enhance onsite service experiences and implement new initiatives aligned with Mitie and FCDO visions.

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. Develop deep and trusting relationships with colleagues, proactively gathering information on their needs and preferences to be able to provide highly personalised service in the moment whilst anticipating future needs. Establish good working relationships with the customers to be recognised as the natural “go to” person and a trusted partner to deliver on the FCDO values. Promote collaboration across all operational and support teams, preferred suppliers, and customer groups, whilst maintaining the interest of FCDO and Mitie. Help to lead and create the best customer and workplace experience. Maintain visible presence with clients and staff, fostering an open culture that values high quality service and customer experience Undertake periodic reviews of service delivery with the aim of identifying areas of improvement and cost savings to benefit of 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 Build and maintain a close working relationship with all workstream management teams

 

Primary Responsibilities

·       Workplace Maintenance and Standards:

Ensure a clear, presentable, and safe workplace. Maintain a strong floor presence, observing quality control issues (cleanliness, comfort, maintenance). Actively log and coordinate service tickets with other areas and suppliers. Take ownership of building standards, communication, and the touchpoint journey. Have a keen eye for detail, sharing feedback with all teams at all levels.

·       Building Tours and Inspections:

Conduct building tours to ensure best practices and report faults and concerns promptly. Perform assigned Daily Checklists to maintain workspace quality, improve performance, and enhance tracking.

·       Service Coordination and Efficiency:

Seek opportunities to drive efficiency with technology and innovation. Liaison with client personnel and end users to ensure high-standard service delivery. Support the contract's Continuous Improvement program and identify issues to drive contract development. Investigate, manage, and assign customer complaints and compliments as per site procedures, escalating relevant matters appropriately. Coordinate all operations with service teams, central helpdesk, contractors, and suppliers.

·       Administrative Support:

Provide contractual administration support for the senior management team. Issue planned and reactive Hard and Soft FM works. Manage subcontractor visitor bookings, inductions, and pass issuance. Handle key management, room bookings, and archiving. Assign and complete Planned Maintenance/Reactive work orders, updating governance folders. Serve as the first point of contact for customer and client inquiries. Use the switchboard to receive calls from the helpdesk and other departments. Create signage for Hard Services and maintenance teams. Manage uniform and PPE inventory for the maintenance team, tracking expenditure. Raise purchase orders through to financial completion. Perform general clerical duties, including note-taking in meetings. Ensure satisfactory records in the CAFM system for all work orders, keeping statuses and notes up to date. Provide regular updates to your line manager on operational issues. Plan PPM works with subcontractors, ensuring delivery and completion.

·       General Duties:

Follow reasonable instructions issued by Senior Line Management Experience

Appropriate professional qualifications and memberships would be desirable, such as IWFM or equivalent, but not essential. Experience of a similar role with regard to 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

Excellent organisational skills Good oral and written communication Good team engagement Good interpersonal and influencing skills Ability to communicate clearly and confidently and establish client rapport Ability to work across all levels of management vertically and horizontally Competency and understanding of Statutory/H&S Compliance. IT literate Structured and methodical problem solving Health & Safety trained

 

Desirable:

 

Knowledge of building services advantageous Customer experience

·       Previous experience of working in a diverse operational delivery team

·       Strong health and safety background

 

Personal Specification Experience of daily interaction with client, leadership team, operational management & front-line teams Co-ordination and planning skills Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties. Customer Care - Capable of delivering results and meeting customer expectations Self-motivated, tenacious and result-oriented with a positive outlook Calm and authoritative under pressure with an ability to manage across all boundaries

 

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Main Duties

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