THIS IS A CUSTOMER FACING ROLE WHERE FIRST CLASS CUSTOMER SERVICE IS PARAMOUNT TO OUR SERVICE WE PROVIDE TO OUR CUSTOMER AND PEOPLE VISITING THE SITE.

The day to day operation is diverse and requires the team to be flexible to not only accommodate the requests received from the building users, but also maintain the high standard of the building itself, and quality of service the building users. The Front of House team play a pivotal role in delivering this high quality service, by responding to building users and their requests.

WHAT YOU’LL DO:

The Front of House team will facilitate the smooth running of the facility, ensuring all queries are dealt with promptly and to a satisfactory conclusion. This role will deliver key customer focused services to all building users and visitors. The highest degree of expertise in customer service and communication is required, to ensure all staff and visitors to the building are treated politely, professionally and efficiently, to ensure the best customer experience is consistently delivered in a knowledgeable and professional manner.
Duties and responsibilities inculde:
Meeting and greeting staff and visitors to the site
Ensuring conference facilities are set up according to the customer requirement. -(including ministerial meetings), ensure all audio visual equipment is operating correctly and rooms are set up to a high standard and according to the customer requirement
Day to day operation of helpdesk, including logging accurate reactive information on the CAFM database.
o Excellent behavioural awareness of all staff and visitors to the building and respond calmly and in a friendly, helpful manner.
o Provide knowledgeable and informed responses when dealing with customers. Be informed about the building and the surrounding area.
o Be prepared to answer questions and deal with enquiries relating to the building, the visitor’s host and host organisation, the location of the meeting, the conference area and all other building related information and procedures.
o Ensure all visitors to the building are made aware of the evacuation ‘procedure and the assembly point.
o Follow the process for signing visitors into the building quickly and efficiently, ensuring security processes are adhered to. Make contact with the host, leaving the date and time if leaving a message. Keep the visitor updated if they have to wait for their host.
o Perform fire warden duties in the event of a building evacuation, to ensure the building is cleared in a swift and efficient manner. Provide reassurance to staff throughout the process and assist in the reoccupation of the building once the all clear is given.
o Actively participate and assist as directed/ required in business continuity situations (e.g. communications, directions to hot desks, alternative working arrangements and locations, other ad hoc arrangements).
o Develop and maintain relationships with all client departments, particularly including FM representatives and receptionists.
o Assist in the provision of high visibility guarding in the reception area, and report anything suspicious to the security supervisor of the NHS.
o Maintain visitor records to ensure accurate management information is available on request, including number of visitors to the building, department and host details.
o Support the facilities team ensuring a one team approached is adopted.
o Assist in the management of meeting and conference rooms, including follow up reminders to maximise availability.
o Provide administration support, including logging/ closure of on demand reactive tasks.
o The role demands ability to multi- task and demonstrate flexibility in the approach to work.
o Be conversant with all statutory and EMCOR policies and procedures and ensure compliance at all times.
o A true team player as this role will be fully integrated alongside other internal and external staff in the sites information hub delivering a seamless service regardless of the enquiry
o Play an active role in ad hoc duties such business continuity, building evacuation procedures, building communication and signage.
o Carry out regular floor walks of the building to ensure any issues are proactively captured and resolved.