Job details

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Job type

  • Permanent
  • Full-time


London EC2V

Full job description


We are on the lookout for a professional, welcoming, and experienced Network Receptionist to join our London Portfolio team. You will perform reception, administration, and secretarial duties efficiently and effectively on behalf of the building in which you are located in.

You will help facilitate the flow of personnel by managing access points throughout the building and ensuring the maintenance of fob access systems. You will be expected to keep a tidy and efficient reception area, providing a professional and courteous service throughout. You will also be required to handle any phone calls and emails in a prompt, professional manner as well as sorting and distributing incoming mail and packages.

As a Network Corporate Receptionist, you will be in charge of managing documentation and ensuring it is stored in the appropriate location or system. Some additional duties will include opening and closing the building, maintaining building security, managing queries and messages from visitors, issuing visitor and staff passes, assisting with emergency evacuations, ordering of consumable goods and more.

We are looking for someone with a friendly and approachable manner and can always remain professional, displaying sound communication and interpersonal skills. The ideal candidate needs to be IT literate with the ability to prioritise your own workload and work efficiently to agreed deadlines.


Job objectives and responsibilities

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

  • Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
  • Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
  • Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

  • Responsible for acting and behaving in line with One Code
  • Responsible for attending / participating in monthly team meetings, briefings & internal communications
  • Informed knowledge of all company engagement and communications initiatives

Main duties

  • To ensure all guests receive an excellent welcome and that you consistently deliver great service.
  • Ensure consistent support is supplied to the business on a day to day basis reporting to the Front of House Lead.
  • Work as part of a team providing cover for reception as required in all three London locations.
  • Use computer as an effective communication tool, inputting data as requested into excel and word documents
  • Ability to identify and escalate building maintenance issues/hazard perception
  • Attend training as appropriate/on-line/out of house/self-development
  • To handle any guest complaints and provide a swift solution or escalate as appropriate
  • To ensure you are immaculately dressed in uniform and adhere to Mitie grooming standards.
  • To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language
  • To ensure telephone and email etiquette is professional and adhered to at all times, including the answering of calls and emails using the appropriate greeting and sign off.
  • To contribute to great team work at all times both within and outside of the department, always demonstrating the “exceptional and memorable experiences, one guest at a time” ethos
  • To be articulate and pre-empt the needs of clients and visitors.
  • To effectively deliver to all guests, Health and Safety and building information as necessary including evacuation procedure upon arrival
  • Must be flexible in rostering times allocated at work stations in order to meet both business and client needs, including late requests for services
  • To communicate effectively with other departments and neighbouring Mitie sites.
  • To communicate professionally as a representative of Mitie with residents of the building and, providing a 5* level of service at all times.
  • To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation.
  • To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department.
  • To be the main point of contact within the building, answering/referring all requests and queries in an appropriate and timely manner.
  • To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc.
  • To embrace the vision of our Company and work “outside the box”, assisting colleagues as required to ensure a superior level of service at all times.
  • To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas.
  • To assist in any other reasonable duties as required by your colleagues, managers or clients.

Person Specification

  • Excellent communication skills and exceptional attention to detail
  • Immaculate personal presentation endorsing the Signature five star image
  • Proven experience and understanding of an exceptional Customer Service delivery
  • Previous experience within 5* customer service role
  • Proven knowledge/experience in technological workplace solutions
  • Excellent time management and organisational skills
  • Pro active, flexible and can-do attitude
  • The ability to handle complaints and difficult situations in a patient, calm and effective manner and escalate where appropriate
  • Ability to deal with multiple requests simultaneously
  • Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills
  • Team player
  • Be innovative, identifying improvements and smarter ways of working


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