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Front of House Apprenticeship - London

London (Central), London (Greater)
Closing date
21 Aug 2022
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Job Details



An exciting opportunity to be enrolled on a Customer Service Specialist apprenticeship (Level 3), where you will learn how to be an advocate for Customer Service, acting as a referral point for dealing with more complex or technical customer requests. While completing the apprenticeship, you will have the opportunity to provide a highly professional and efficient client reception, office support and facilities service to our client






  • To receive and welcome all visitors and clients to office reception in a professional and welcoming manner
  • To operate the telephone switchboard, ensuring all telephone calls are answered in a professional and timely manner
  • To ensure that the office area is kept neat and any publicity material within the reception area is up to date and available
  • Sorting incoming mail, ensuring outgoing mail is collected and arranging courier collections/deliveries where required and recorded.
  • To ensure all reprographic machines remain in good working order, providing consistent service and troubleshooting where possible and escalation to provider
  • Maintain meeting rooms and set up for functions
  • To ensure that Catering provision is provided, and any consumables are always available at tea point /social space
  • To check, order and maintain stock of all stationery and office supplies
  • To ensure vendors are managed to ensure cleaning, catering and general office standards are maintained to the required level as required
  • Manage local sub-contractors and liaise with building management for both planned and reactive works maintenance works. Liaising with building management
  • To adopt a proactive approach to all duties and requests and be flexible enough to respond to ad-hoc requests as they arise




  • Issuing and registration of keys (door, locker and filing cabinets) and access cards.
  • Manage the client-specification rooms and all activities related to any events (tasting sessions, multi-day conferences and events, big internal meetings, lunches, dinners, product launches etc.). Including timely reporting of complaints to the service desk related to any equipment or furniture.
  • Handout laptops and manage stock - first line
  • Handout phones and sim cards and manage stock - first line
  • Printer - & AV support - first line
  • A morning “walk about” of the floor is essential each morning to guarantee the employees have a safe entry and a clean and tidy work environment.


Mace specific:


  • To contribute to the provision of monthly KPI reports through PRISM (Mace tool)
  • To assist in maintaining and adhering to the company’s monthly/quarterly reporting requirements through PRISM and mandatory audit requirements
  • To ensure maintenance and upkeep of the site operations file and central filing on PRISM in line with Mace’s Quality Management System procedures and systems
  • Ensure health and safety compliance, report issues and resolve all non-compliances
  • Proactively contribute to First Aid, Security and Fire Safety requirements as appropriate
  • Complete periodic workplace inspections on all areas, maintaining HSE standards





  • To provide a customer-focused service that engenders positive client and colleague relationships
  • To demonstrate attention to detail and ownership of the processes relating to areas of responsibility
  • Continually support and promote a team working within the wider Mace team and the supply chain partnerships
  • Establish and maintain good working relationships with the Client team
  • To detect and where possible resolve any problems or complaints within the bounds of own knowledge and experience but equally take appropriate decisions about when to escalate issues as required.




  1. This position is suited to an applicant who wishes to undertake an Apprenticeship in Customer Services
  2. The responsibilities scheduled above are not intended to be exclusive and additional ones may be agreed upon with the line manager from time to time.
  3. It may be necessary for employees to work on a variety of projects from time to time, which are managed by different senior managers. In such cases, they will take due direction from the senior manager concerned for each project.
  4. The line manager is responsible for setting mutually agreed objectives, undertaking regular reviews and a formal annual performance appraisal.





The job holder should ideally have:


  • Previous experience of working as a facilities assistant or receptionist in a busy corporate environment. Facilities Management experience would be advantageous




  • Excellent communication skills and telephone manner
  • Fluent in the English language, both written and spoken
  • Well presented at all times and willing to wear a uniform if required
  • Ability to work in a team environment
  • Able to manage time effectively and manage conflicting priorities
  • Strong commitment to delivering exemplary customer service
  • Able to problem solve and take appropriate decisions
  • Computer literate and able to use standard word processing and spreadsheet software
  • Ability to manage multiple tasks at once in a demanding office environment




  • Experience working in a Facilities Management operation
  • Previous experience of working in an outsourced contract environment.
  • Knowledge of Health, Safety and Environment.
  • Occupational First Aid Certification





  • Secondary education qualification or Diploma


Note: This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist. These duties may develop in the light of the Company’s activity.


Redefine the boundaries of ambition

This is our purpose. This is our promise. This is our legacy.

At Mace, we see every challenge as an opportunity to dream bigger and bring our ambitions to life. We believe our only limits are the ones we give ourselves.

Since day one we have relentlessly pursued a better way. We were founded out of a belief that the industry could be more efficient, innovative and responsible and over the last 30 years Mace has built a reputation and track record for delivering projects faster, safer and better than ever before.

Our four engines, Develop, Consult, Construct and Operate, connect expertise across the entire property and infrastructure lifecycle to help our clients, people, communities and society achieve more than they believe possible.

It is our incredible breadth, scale and diversity of experience that enables us to quickly and effectively respond to market needs and challenge the status quo.

From Olympic parks and iconic skyscrapers to state-of-the-art data centres, schools, hospitals and homes, we recognise that now more than ever we must be bolder, braver and more resilient as we act on new challenges and navigate through a rapidly changing world.

Today, we remain a privately owned business that has grown organically across five global hubs in Europe, Middle East and North Africa, the Americas, Sub Saharan Africa and Asia Pacific.

The driving force behind our success is our people who, with their collective expertise, push us to think differently and bravely lead the way.  

Our culture respects equality, values diversity and encourages individuality – accepting and appreciating all views and beliefs and providing an environment for ideas to come alive.

Together, we find a way to unleash the potential within every place, project and person – inspiring the stories that shape our lives and change our world. Because the ambitions we chase today will build the world we live in tomorrow.

Find Us
155 Moorgate
Greater London
United Kingdom
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