2012
MITIE Client Services
Job Description
Company name:
Job Title:
Reporting to (position)
MITIE Client Services
Royal Bank of Scotland, Audio Visual Support – Birmingham
(various sites)
Audio Visual Supervisor – Birmingham, MITIE Client Services Ltd
Our values
MITIE Client Services mantra is “Creating exceptional, memorable experiences…one guest at
a time” This forms the basis to the wider MITIE’s vision and values. An individual’s belief in our
values is as important as their technical and professional know how which is why our Job
Descriptions are written with our values in mind.
People MITIE is a people business. It’s our people, and
their drive to do their jobs to the best of their ability that
makes us different
Passion Take our people, add their passion, and you get
something really special
Fresh thinking Our people are always having ideas. It’s our
ability to innovate that helps us improve and develop our
services
Exciting futures We want our people to find inspiration
from skill development and career progression, and enjoy
respect and recognition for a job well done
Job objectives and responsibilities
 To be responsible for the delivery of the Audio Visual services (RBS) Birmingham sites for
MITIE Client Services. Ensuring that an efficient service is provided to both client and
the Business
 Deliver quality, diversity and a can do attitude along with great team work to deliver
over all success
 Ensure full site support to Birmingham site’s (Brindley Place and St Philips)
Main duties
 Ensuring equipment is set up to the guests specification
 Hold a genuine interest and passion in working with and helping all customers and
fellow colleagues
 Ensure a consistent and high standard of Audio Visual services with a culture of
delivering above and beyond for Client and customer at all times
 Educate guests on how to use presentation equipment during their meeting/events
 Maintain the Standards of meeting rooms, ensuring they are checked daily and in a
suitable condition for meetings to commence
 To act as a first fix on all Audio Visual appliances, i.e. Plasma Screens, Photocopiers,
Projectors amongst others
 Carry out checks and readings of the photocopiers and faxes
 To distribute posters throughout the site when requested/necessary in line with the
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banks procedures
Daily booking sheets/reports to be reviewed in preparation for following day set-ups
To ensure that any noticeable damaged furniture or site equipment is reported via
“find and fix”
To be trained in Manual Handling and carry out meeting/event layouts
Ensure supplies of stationary are ordered on behalf of the Front of House team
Liaise with other service lines to ensure rooms are always up to standards i.e. cleaning
and maintenance
Liaise closely with the bookings team to have awareness of any changes to meetings
or events
To be a point of contact along with the Front of House manager for event
management
Liaise with the post room regarding equipment deliveries
Understand site systems i.e. Facilitator and Find and Fix
Liaise with the on site Client and fellow service providers to ensure a smooth delivery of
service is maintained
Health and Safety
 Ensure a safe and healthy working environment is available for yourself and fellow
team members to perform their/your duties
 Be aware of and identify any Health and Safety risk areas and report to the Front of
House manager
Essential Experience / Abilities
 Excellent knowledge of Audio Visual systems and devises
 Immaculate personal presentation endorsing the MITIE Client Services five star image
 Proven experience of Customer Service delivery
 Excellent time management and organisational skills
 Pro active and can-do attitude
 The ability to be flexible, decisive and quick-thinking
 The ability to handle complaints and difficult situations in a patient, calm and effective
way
 Ability to deal with multiple requests simultaneously
 Computer literate (Word, Excel, PowerPoint, email) and excellent administration skills
 Knowledge of Software systems Facilitator and Find and Fix
 Clear, confident communication skills
 Team player
 Be innovative, identifying improvements and smarter ways of working
General
 This role requires a minimum of 40 hours per week. However, to meet business needs
and client requests, flexibility should be available to work hours necessary to ensure
completion of objectives and performance standards.
Working within the MITIE values – core competencies
Value
Indicators
People
 Treats others with dignity and respect
 Communicates well (verbally and in writing) with colleagues and clients
 Works harmoniously with others, helping to generate a positive team
atmosphere
 Builds effective working relationships
 Honours customer (internal and/or external) commitments
 Leads by example
Passion
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Fresh
thinking
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Exciting
futures
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Undertakes all tasks willingly, prepared to go that extra mile
Completes all tasks, including paperwork, accurately and on time;
always maintaining a high standard
Demonstrates a professional attitude and approach at all times
Takes pride in their appearance and is punctual
Ensures own and others Health and Safety at all times
Uses own initiative where appropriate
Takes responsibility for planning and organising own work where
appropriate
Seeks opportunities to improve existing processes and procedures
Provides creative but practical solutions to problems
Participates and makes constructive suggestions for solutions and
improvements
Takes ownership of personal development
Seeks opportunities for development
Puts learning into practice
Actively participates in training and development opportunities
Actively participates in review meetings and performance appraisals
Person Specification
 The jobholder needs to have a background in a similar services type environment, or
obtained a high level of education in relevant subjects, or be willing to undertake
training both internal and external to the company
 Exceptional Customer Focus
 A good understanding of the company, its products, and its organisation both
geographical and structural
 An excellent communicator
 Must be prepared to have a flexible approach to working
Note
This job description Is intended to give the post holder an appreciation of the role envisaged
for this position and the range of duties undertaken. Specific tasks and objectives will be
agreed with the post holder throughout the period of employment. The job description may
be varied from time to time by the Company to reflect changes in the post holder’s role
and/or the needs of the business.