Workplace Assistant

JOB DESCRIPTION:

The Workplace Assistant will support Workplace Services Manager to deliver the workplace and soft service operations for all functions within the scope of works. Inclusive of workplace services, catering and vending, front of house reception and client services, maintenance, cleaning, records management, print device availability and stationery.

They will support the wider workplace team to ensure that the workplace services function is achieving an exceptional service, satisfying the business objectives and targets, and that the wider workplace team are working effectively and efficiently.

Contribute to areas of continuous improvement and service development.

They will ensure that all business processes are conducted in accordance with account policies and in a standard which protects and enhances the image and reputation of Mitie and EY as client.

Functional Experience & Qualities

• A capable team leader with demonstrable experience supporting and supervising high profile client-side workplace projects.
• Great telephone skills and verbal communication
• Customer focused, organized, and professional.
• Ability to work in a team environment with excellent interpersonal and communication skills.
• National level qualification in team leadership, management, or customer services desirable
• Demonstrable experience in facilities management services in a corporate environment.
• Ability to communicate and interact with client and team members at all levels.
• Ability to motivate on-site teams and drive exceptional experience.
• IOSH qualified - desirable

Reporting to: Workplace Services Manager – UK Regions

Key Responsibilities and Tasks

• Support the development and delivery of soft services focusing on workplace and Housekeeping. Requiring a responsive customer experience through highly engaged focused teams.
• To confidently support the wider Workplace teams and manage all processes within the day-to-day operation ensuring all service levels are maintained.
• To consult closely with key client, contact as well as key users of the service. To become the senior contact for the contract
• To ensure resources meet demands in all areas.
• To proactively review all operational areas to maximise efficiency and develop the operation.
• Effective management of service streams and external vendors to ensure delivery of high quality, value-adding services.
• Responsibility for the effective delivery of cleaning and waste management services across the contract
• To work with all service stream leads to embed the Mitie Touchpoints concept within the EY contract.
• To ensure the effective implementation of all HSEQ and other policies and processes
• To support as required to conduct Health and Safety risk assessments.
• To support the Client business continuity processes
• To ensure that service levels are being met in all work areas.
• Support the Workplace Services Manager in the delivery and execution of team performance appraisals and ad-hoc performance management.

Role Purpose

• Function as a key support for the EY workplace experience in all key service areas client facing and EY back of house working floors.
• Ownership and responsibility for supporting a total Workplace delivery within the building using the Mitie helpdesk and the wider Workplace network.
• To provide supervision and support of Mitie and EY Workplace teams within the buildings.
• To always ensure adequate cover in conjunction with any service providers.
• To ensure the office working environment and workplace services supporting the business is to financial and qualitative standards, meet customer expectations and are continually improved.
• To operate as the local “eyes and ears” of the workplace team bringing any areas of improvement or issues to the local Workplace Services Manager's attention.
• To encourage a self-help ethos within the business and continue for all Workplace related incidents to be logged via the Mitie FM Helpdesk.
• To ensure resource is re-deployed as necessary based on workload in conjunction with any service providers.
• As the Workplace Manager, you are responsible for ensuring that your building is safe and that the people who are in the building are not affected by the facilities.

Main Role Responsibilities

Strategy and Direction

Lead By Example

• Ensure that the workplace team etiquette is in line with the values of Mitie and EY as client.

A2D Policy and Procedures

• Undertake workplace audits, (daily, weekly, monthly)
• Document and own all output actions following audit completions.
• Housekeeping of all communal areas, quiet/study booths, internal meeting rooms, hot desks and client facing areas
• Housekeeping of all vending machines and kitchenettes.
• Monthly cleaning audits to be undertaken via online reporting tool.

Business Continuity/Pandemic plans

• Manage, support and train team in managing an incident.
• Working with the client Business Resilience Team update local office and regional information as and when required.
• BCP hard copy downloaded and both available.
• Escalation procedure
• Ad-Hoc out of hours may be required where the local building manager/LL is not able to support.

Post & Print

• Post compliance.
• Courier procedure
• Stationery purchasing

Security management

• Security pass management
• To report incidents to security as appropriate
• To advise individuals to secure attractive items including laptops in accordance with the firm's instructions.
• Access Control Management
• Complete ISO 27001 requirements

Telecommunication & IT Support

• Competent to operate, train and support team on the use of meeting room technology.
• Undertake IT related support, where agreed with your workplace manager.

Space Utilisation and Building Maintenance

• Maintain and update local Storage plans for personal and team allocations.
• Helpdesk – management of process and delivery for your local office
• Support of M&E PPM planner, ensuring that statutory tasks are undertaken, and timelines adhered to

Business Resilience

• Implement and deliver responsibilities as detailed below in ‘WPC H&S Responsibilities'
• Monthly returns
• HSE Assessments
• Manual Handling
• Local office induction's
• Local office risk assessments
• Fire Marshall and First Aid trained.
• Ensure the office has the required number of First Aiders and trained Fire Marshalls

Supplier Performance Management

• Support the Regional Workplace senior management team to ensure compliance with the relevant service level agreements considering the supply chain. Bring to the attention of the Regional Management team any issues or shortcoming in local service.
• Build relationships and shared responsibility for delivering a whole AWS solution to EY using approved suppliers and products.

Environmental

• Timely and accurate reporting of environmental data with clear and concise back up documentation to support the firm's national reporting requirements to be uploaded to the EY FM SharePoint site.
• Support and assist with the roll out of environmental initiatives.
• Promote best practice across the office for waste and energy management.
• Support the firm's environmental policy to improve overall performance and help it achieve its stated environmental objectives and targets.

General

• Fully support the implementation and ongoing requirements of EY's ISO standards, 9001,14001, 27001 and EY clear desk policy.
• Ensure all areas are compliant with relevant policies and procedures, and where appropriate, actively contribute to continuous improvement.

Workplace Manager Health and Safety Responsibilities

To support EY Business Resilience Team (BRT) with current and new initiatives ensuring adequate time is made available to ensure compliance and that deadlines are met.

Operational duties will include:

• Review signage and ensure it is consistent with H&S law and the firm's corporate policy.
• Coordinate, plan, and undertake DSE and H&S inductions.
• Undertake duties for fire warden.
• Monitor working practices on floors and take remedial action as necessary.
• Ensure adequate number of first aid representatives are trained for the office.
• Chief Fire marshal duties
• First Aiders, DSE assessors, Fire Wardens
• Investigating accidents, incidents, ill health and near misses
• Permit to work and contractor management.
• Personal Emergency Evacuation Plans

Daily Responsibilities

Active monitoring - Floor walks to review/identify potential safety issues and poor working practices. If you are not able to sort the problem yourself, then escalates it to the relevant person which may be:

• Mitie FM Helpdesk
• Regional Workplace Manager
• EY Service Delivery Manager
• The local building manager or local landlord representative.

Monthly Responsibilities

Submit monthly health and safety returns.

• Number of accidents/ill health reports and who
• Number of people who have had first aid training, fire warden training and dates completed.
• Building inspection checklist (if relevant)
• Any risk assessments carried out (maternity, away days, work experience etc.)
• Any permits to work that have been issued.
• Any fire evacuation reports

Review noticeboards and signage to ensure that they are consistent with health and safety law and the firm's visual identity policy. Each Mitie and EY H&S noticeboard must contain:

• Health and Safety law poster (this is a legal requirement)
• Fire safety.
• Out of hours working poster

6 Monthly Responsibilities

• Planned Fire drive and evacuations.

Annual Responsibilities

• Undertaking and reviewing risk assessments
• Reviewing the fire and emergency plan
• Review general and fire risk assessments annually or when there is a significant change.

Ad-hoc tasks and responsibilities

• Chief Fire marshal duties
• First Aiders, DSE assessors, Fire Wardens
• Investigating accidents, incidents, ill health and near misses
• Permit to work and contractor management.
• Personal Emergency Evacuation Plans

You are the Authorised Person who is responsible for implementing EY's safe systems of work and procedures at your building. This includes supporting risk assessments and method statements for work on your sites, issuing permits under the

e-permit system for high-risk work, including contractors and monitoring contractors.

All risk assessments must be quality assured by the EY H&S Team who can help you identify if there is anything else that needs to be considered.

Key Attributes

• Self-starter
• Ability to operate calmly under pressure and manage competing priorities.
• Strong customer focus and influencing skills.
• Strong personal awareness and credibility
• Strong communication skills (oral/written)
• Sound management and judgement skills.
• Strong relationship management skills
• Understanding of continuous improvement
• Enthusiastic, committed and determined.
• Sense of humour and an eye for detail
• Striving to improve the service offered with proactive approach to service delivery and client satisfaction.

General Experience

• Knowledge and understanding of the health and safety relevant to the office including Fire, First Aid, DSE and Accident reporting.
• Demonstrate ability to work independently and as part of a team.
• Awareness of the impact upon the firm of legislative, technological, or other changes with the ability to respond effectively.
• Sound knowledge of workplace service and operations

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