Facilities Co-ordinator

Recruiter
Search Consultancy
Location
London
Salary
Competitive
Posted
13 Sep 2017
Expires
11 Oct 2017
Contract Type
Freelance

The Facilities Department manages the all services in the Elephant Park. E.g. Cleaning, maintenance, reception, waste, operational procedures, liaising with the canteen, supplies as well as all deliveries to and from site working with preferred suppliers to provide essential services. In addition to this we have a large client area on the top floor where many external meetings will be hosted.
The role of the Soft Services Coordinator is:
* To provide an effective front of house service, including:
o Meeting the agreed standard and facilitating the daily and weekly audits, and react accordingly.
o Providing an effective response to customer queries and complaints where applicable, and to forward any others to relevant departments
* To support the work of the department in service monitoring and supplier management, ensuring that the required standards are maintained both front (FOH) and back of house (BOH).
* To provide administrative support to enable the Facilities department to function effectively and efficiently.
Key Accountabilities
Facilities service desk coordination
* Provide a first line contact for the Facilities Department for all internal and external customers/contractors.
* Participate in Facilities rota, acting as the first port of call for Facilities queries and provide back-up to Front of House staff to ensure arrangements for functions, VIP visits etc. go smoothly.
* Order and manage all (stationary) requests for the facilities department.
* Ensure the Facilities service offered to the client and its contractors suits their customer needs.
* Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
* Responsible for the locker room administration and allocation.

Service monitoring
* Carry out daily BOH and FOH walk rounds, ensuring the building fabric is in good order, noting any defects and raising with HOD. Coordinate follow up on action items
* Assist the Head of Facilities to monitor service standards in Front of House areas, including reception, meeting, office, changing and wash rooms.
* Recommend to the Facilities Manager improvements that could be made to the cleaning, engineering and security services.
* Review and make recommendations to maintain building integrity, maintaining accurate records as required.
* Liaise with building contractors to follow through on approved work.
* Assist the facilities manager to ensure Lendlease complies with all statutory regulations and codes of practice.
* Assist in the compliance of existing Health and Safety policy, safe working practices and ROH best practice, liaising closely with the facilities manager.
* Manage the planned and preventative maintenance schedule on site for all buildings.
* Attend regular management meetings with in house suppliers and note follow up actions as required.
Administration
Working to department guidelines and standard procedures:
* Operate and maintain an effective filing system for the department.
* Record and monitor all costs and expenses for all Facilities budgets (Administration, Cleaning, Security, Engineering and Building).
* Process invoices, and produce reports for all the budgets together with the facility manager.
* Manage and maintain stationary supplies for the Facilities Department, whilst overseeing the stationary contractor.
* Obtain monthly reports from various suppliers outlining the service used or provided.
* Provide administrative support to the Head of Facilities when required.
* Attend Facilities meetings and record minutes.
Key deliverables
* Effective front of house service, follow up on requests and customer handling
* Effective facilities service monitoring and follow up with suppliers to ensure standards are met
* Effective administrative support to the department and record keeping
* Effective teamwork, flow of information and multi-skilling to provide cover across team
Person Specification
Essential Knowledge, Skills and Experience Facilities service coordination
* Sufficient experience of providing a facilities service in a busy organisation
* Understanding of compliance requirements and working with service level agreements
* Proven experience of delivering excellent customer care and service in a large organisation
* Experience of complaints handling and follow up procedures
* Enthusiasm and commitment to learn about and get involved in the department's activities

Administration
* Relevant experience of working in a comparable administrative office based role
* Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
* Strong computer skills with competency in Microsoft Office and database packages
* Good attention to detail and ability to follow department procedures
* Good numeracy skills, ability to process invoices accurately and efficiently
Communication Skills
* The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
* Customer care in dealing with irate callers with tact and diplomacy, using effective complaints handling skills
* Strong command of written and spoken English
* Excellent telephone manner, common sense and the ability to communicate effectively at all levels
* Ability to work effectively as part of a team

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.