Main duties

Team Leadership & Training

• Recruit, develop, and train a highly motivated team who deliver experiences that set us apart from competitors.
• Foster a collaborative, high-performance culture across all service partners and internal teams.
• Lead regular team meetings to ensure all members are informed, engaged, and motivated.
• Ensure Campus Safety Ambassadors are fully trained, presentable, and embody the Mitie values at all times.
• Work across all service points in the building, fully understanding the service requirements of each area.
• Provide tailored customer experience training aligned with client values and culture.
• Maintain accurate personnel records, including working hours, payroll, training, and development.
• Link team objectives to the business vision and strategy, actively supporting development needs.
• Be a champion for diversity, inclusion, health and safety, and One-Mitie collaboration across site.

Experience & Engagement

• Take daily ownership of the experiential touchpoint journey, ensuring all colleague, student-facing areas, and service teams meet agreed standards.
• Act as the single point of contact (SPOC) for campus users and service teams, attending meetings and compiling agreed reports.
• Be visible and present at campus events, visits, and activities.
• Conduct regular floor and campus walks, engaging with colleagues, identifying faults, facilities issues, and health & safety concerns.
• Promote and reinforce positive campus behaviours and etiquette standards.
• Respond Security incidents when required.

Process and continuous improvement

• Use data and feedback to identify opportunities for continuous improvement, adapting services and tools to meet evolving needs.
• Complete regular audits and floor / campus walks to identify challenges and opportunities, and deploy improvement mechanisms.
• Drive improvements in campus service delivery and ensuring ongoing management, adoption and compliance of new client processes and services.
• Prepare and issue comms and updates via email / other approved means.
• Manage the team to ensure site procedures are followed, including but not limited to campus / building pass requests.
• Take ownership of BAU projects and change initiatives, guiding them from idea to delivery.
• Generate regular security reports and send to the relevant people.
• To monitor all electronic security systems including building alarms, CCTV and access control and be competent in their operation.
• To immediately report any systems malfunction.
• Ensure the service is delivered in line with KPI's and contractual agreement with the client.
• Take full accountability for service failures and ensure rectification methods are implemented.

Innovation & Experience Design

• Develop and launch initiatives that enhance wellbeing, inclusivity, collaboration, and satisfaction.
• Promote and implement workplace technologies that support connection, ease, and productivity for colleagues, students, and visitors.
• Gather feedback from teams and users to drive small-scale, high-impact improvements and share success stories.

Planning & Partnership

• Work strategically with the Account Director and IFM service leads to coordinate building works, events, and activities.
• Partner with the wider workplace and IFM teams to deliver consistent service and exceptional experiences.
• Build strong relationships with LSBU Group stakeholders, including operations, HSR, facilities, and executive leadership, aligning campus safety and service with organisational goals.
• Actively engage with other partners and suppliers to encourage innovation and seamless “One-Mitie” approach.

Person Specification – Key competencies

• Proven track record of comparable leadership experience over several years in universities, modern high footfall workplaces and/or hospitality focused establishments.
• Proactive, organised and meticulous – passionate about Customer Experience.
• Excellent project and time management skills.
• Demonstrable experience transforming service delivery to meet new and improved standards.
• A winning mindset that implements a culture of success and skilled at taking your team and peers on a journey.
• Essential to possess innovative qualities and highly capable of taking an active lead role within a dynamic leadership team.
• Warm and engaging personality style, ability to quickly build rapport and relationship with site users and peers.
• Exceptional verbal, written, and interpersonal communication skills with core competencies around delivering service excellence.
• Immaculate grooming, personal presentation.
• Must be able to identify and resolve issues, and to meet and exceed the expectations of our client.
• Must be highly proficient in Outlook, Word, Teams, and Chrome.
• Competent using visitor and space management tools.
• Inspirational leader.
• Knowledgeable and approachable - Highly visible, always available and obvious go to person.
• Memorable and hospitality first, connected to the experts for everything else.
• High profile, professional, friendly and attentive.
• Connected, calm and in control.

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your line manager and /or via your divisional incident reporting system.

Our market-leading offering provides you with benefits that suit your lifestyle.

• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
• We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
• Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
• Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
• We are committed to ensuring our recruitment process is inclusive and accessible