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Service Navigators Full Time

at Phoenix Resourcing Service in London (Published at 11-01-2019)

  • Monday - Friday

  • 08:00 - 17:00

  • Temp to Perm

A smart and efficient way of delivering floor ownership and navigating services to the customer on a day to day basis. Service Navigators act as a point of contact for each floor, seamlessly interconnecting touch points between cleaning, post, helpdesk interaction, food and hospitality and maintenance and reporting.
The carefully selected Service Navigators for each floor will portray the image of ISS whilst focussing on the key priorities of the customer.
The key areas Samsung will benefit from these roles being in place are;
  • Inspection of meeting rooms after rooms have been vacated to ensure they are in good working order for the next meeting (coordinating with colleagues if any items need attending to such as IT or cleaning).
  • Inspection of washrooms on a cycle in conjunction with the cleaning team.
  • Inspection and management of tea points on each floor to deal with spill issues, coffee machines, and general stock control.
  • Collection of mail and parcels from post room each day and distribution to individuals/PA's. This will in turn build relationships and improve security.
  • Furnished with radios, the Service Navigators will be in constant contact with the Helpdesk Operator, the Catering Manager, Cleaning Supervisor and Senior Engineer as and when required.

Service Navigation is the agreed model for delivery of services to Samsung, specifically cleaning, customer service and task ownership. The model will be delivered by way of a Service Navigator based on each floor of Samsung House. Each individual will be responsible for owning the customer experience on that floor, undertaking some tasks directly and liaising with other team members for the completion of other tasks. The list below sets out the areas in which these team members will be accountable;
- Vending - vending machines to be fully stocked at all times, with the agreed variation of goods including a suitable mix of healthy and ordinary snacks.
- Bathroom Checks - the service navigator is to ensure consumables stocks are fully replenished at all times and that any dirty toilets/issues are reported and dealt with for the bathrooms on the floor owned by each service navigator. Housekeepers responsible for cleaning of bathrooms.
- Waste Collection - the service navigator will ensure that any waste/rubbish/litter/empty containers/cardboard boxes or the like are promptly removed from the floor owned by each service navigator in the correct manner in line with the core cleaning expectations for waste removal.
- Meeting Room Checks - all meeting rooms on each floor will be checked by the service navigator throughout the day (during periods when meetings are not underway). Checks will involve ensuring monitors are switched off when not in use to save power, that no rubbish, litter or coffee cups have been left in the room, that there are no spillages, that the IT and AV equipment is all correctly in place and that the chairs and table are neatly positioned ready for the next meeting.
- Washing up/Dishwasher filling and emptying - the service navigator will fill and empty the dishwasher as the volume of crockery/cutlery dictates.
  • Management of water taps including reporting of any maintenance issues.

- Mail drops and collections - at the points during the day when the mail is delivered to each floor, the service navigator will deliver the letters/parcels/packages to the individuals on that floor.
- Kitchen consumables checks - regular checks will be made, particularly before and after busy periods to ensure cutlery, consumables, cups and coffee stock are replenished accordingly.
- Management of coffee machines (stock, cleaning, reporting) - the machines will be cleaned in line with the manufactures guidelines and any issues reported immediately.


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