Workplace Assistant​/Facilities support supervisor

Workplace Assistant / Facilities Support Supervisor

Mitie Cleaning & Hygiene Services

Location:

NPL Solihull, The Crescent, Birmingham Business Park, B37

Hours:

40 hours per week (flexible as per business needs). Typical hours are 07:00 to 18:00 Monday to Friday.

Pay: £28,500 per annum.

We are looking for a Workplace Assistant / Facilities support who will deliver excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures.

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).

• Previous supervisory experience in soft services/cleaning within facilities.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• IT literacy, especially in Microsoft Office and Excel.
• IOSH Health & Safety qualification desirable.

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.

• Maintain a visible presence with building users and provide a high‑quality service and customer experience.
• Coordinate and collate management information as required by the Regional Manager and Account Manager.
• Handle all requests from clients and customers – ensuring their requests are centrally supported and the client is kept informed at all times.
• Ensure a tidy and clean appearance across the building, at desks, collaboration spaces and breakout areas.
• Be the first point of contact for FM related issues and direct clients to log jobs through the GPA helpdesk.
• Actively chase work orders on behalf of the client.
• Assist tenants, management and line manager by providing support in areas such as pass allocation, locker management, light portering, cleaning, replenishment of IT equipment, etc.
• Communicate FM activities to relevant clients.
• Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
• Always maintain a visible presence in all areas.
• Fulfil all reasonable requests from visitors and colleagues to ensure their comfort, satisfaction and safety.
• Walk the floors to check areas are kept clean and tidy, proactively assisting occupants.
• Reactively and plan cleaning tasks across site to maintain a five‑star standard.
• Serve as interface between tenants, client and our service lines within the contract.

• Drive best standards and practices.
• Seek opportunities to drive efficiency with technology and innovation.
• Conduct daily and weekly floor audits and log jobs with helpdesk.
• Investigate customer complaints and compliments per contract procedures, escalating as necessary.
• Build relationships and rapport with our client to contribute to Net Promoter Score.
• Act in line with building fire emergency procedures.
• Promote our Customer Experience Programme with clients.
• Follow instructions from Senior Line Management.
• Report H&S issues on Mitie system and close when appropriate.
• Manage incoming and outgoing postal services.

• Experience of daily interaction with clients, leadership, operational management and front‑line teams.
• Self‑disciplined, able to work independently and make decisions.
• Experience using CAFM systems – logging jobs and running reports.
• Flexible and adaptable approach with good problem‑solving skills.
• Ability to deal positively with conflict.
• Attention to detail, focus on standards, methodical and organised.
• Computer literacy, competent with Microsoft Office suite.
• Friendly, sociable and welcoming to tenants & employees.
• Remain calm, patient and polite when receiving feedback.
• Helpful and proactive in supporting guests and staff.
• Calm and authoritative under pressure, managing emergencies.
• Health & Safety trained – minimum IOSH managing safety.

Applicants must demonstrate a minimum of 1 year in a customer‑facing Facilities Management environment. Applicants must have high‑quality interpersonal skills, excellent written and spoken communication skills, and be responsible for maintaining a safe and compliant working environment in line with the Health and Safety at Work Act (1974) and subsequent UK and EU amendments.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know by emailing Ashish Gautam at