FM Operations & Office Manager

People Group; Greater London; On-site; GBP 35,000 - 52,000; Full time

Job summary

People Group in East London is seeking an experienced Office & Operations Manager (full-time, on site) to run the head office in Hackney Wick. You will ensure a safe, welcoming environment for up to 90 staff, set up procedures, and coordinate facilities, IT and vendor services in a hybrid-friendly, professional space.

You will lead day-to-day operations, maintain records, support HR, and drive continuous improvements to the workplace experience and service levels.

Qualifications

• Proven experience in office management and facilities coordination.
• Demonstrated ability to manage suppliers, budgets and procurement.
• Effective communication with employees, contractors and vendors.

Responsibilities

• Establish and implement head office operating framework and procedures.
• Maintain office readiness, oversee clean, safe and functional spaces.
• Coordinate building maintenance, security, access and safety measures.
• Lead social and inclusion initiatives and maintain workplace experience.
• Provide basic IT coordination for meeting rooms and equipment.
• Manage budgets, procurement activity and supplier invoices.
• Prepare for new starters with workstation setup and onboarding support.

Skills

Office management

Facilities coordination

Vendor management

Engagement & culture

Health & safety

Stakeholder management

Tools

Microsoft Office

SharePoint

Procurement systems

Building management systems

Job description

Office & Operations Manager / full time on site in East London (Monday-Friday) 8am-5pm

Department

HR – Office Support

Direct Reports

None

2. Role Purpose

The Office Operations Manager is responsible for the effective, safe and efficient operation of the head office in Hackney Wick, London. The role plays a key part in delivering a positive employee experience, supporting collaborative hybrid working and maintaining a professional, welcoming and productive workplace.

With day-to-day operational responsibility for a self-contained head office accommodating up to 90 people, the postholder will establish and implement office management and building operations processes from the ground up. This includes defining service standards, implementing preventative maintenance arrangements and establishing consistent daily routines to ensure the office is well-maintained, fully operational and ready for business.

Working closely with the Head of HR, employees, suppliers, contractors and relevant operational teams, the Office Operations Manager will anticipate and resolve issues proactively, maintain high standards of service delivery and ensure the office environment supports the company's culture, operational needs and business objectives.

3. Key Responsibilities

Head Office Set-up and Operational Standards

• Establish and implement the operating framework for the new head office, developing practical procedures, checklists, service standards and clear lines of responsibility where existing arrangements are limited.
• Develop and maintain a comprehensive Office Operations Handbook covering daily opening and closing procedures, visitor management, deliveries, room bookings, cleaning, supplies, fault reporting and escalation processes.
• Communicate office procedures, expectations and service requirements clearly to employees, suppliers and contractors.
• Maintain a prioritised office implementation and continuous improvement plan, agreeing deliverables, resources, responsibilities and timescales with the Head of HR.
• Establish documented handover procedures and appropriate absence-cover arrangements to ensure continuity of essential office services.

Day-to-Day Office Operations and Employee Experience

• Take ownership of daily office readiness, conducting routine checks and building walk-rounds to ensure workstations, meeting rooms, the visitors' centre, communal areas, kitchens and bathrooms are clean, safe, adequately equipped and fit for use.
• Record identified issues, assign appropriate actions and monitor progress through to satisfactory resolution.
• Manage office layouts, seating arrangements and hot-desk bookings, taking account of hybrid working patterns, anticipated attendance and building capacity.
• Coordinate meeting room preparation, internal events, visitor reception and deliveries to ensure a professional experience and minimise disruption to normal business activities.
• Monitor and replenish stationery, office supplies and kitchen amenities, ensuring stock levels remain appropriate and cost-effective.
• Oversee incoming and outgoing post, including date-stamping, recording where appropriate and distributing correspondence promptly.
• Act as an accessible and responsive first point of contact for office-related enquiries, resolving issues efficiently and escalating matters when required.
• Coordinate welcoming first-day arrangements for new employees, ensuring workspaces and essential facilities are ready for their arrival.
• Lead and support initiatives delivered through the office social and inclusion committee, collaborating with committee members to organise inclusive activities that encourage engagement, teamwork and a sense of belonging.
• Seek and respond to employee feedback, identifying opportunities to improve the working environment, workplace satisfaction and the overall office experience.

Building Management, Maintenance and Service Delivery

• Serve as the primary day-to-day contact for building management matters relating to the self-contained head office, establishing and documenting the respective responsibilities of the company, landlord, managing agent and service providers.
• Work collaboratively with business operational teams to agree clear responsibilities and interfaces for the retained office building, including building services, maintenance, contractor access, security and emergency arrangements, where applicable.
• Coordinate planned maintenance and building works, communicating anticipated disruption and service interruptions to office users and relevant operational teams. Maintain a clear distinction between office management responsibilities and the operational teams’ responsibilities for the energy centre.
• Manage facilities suppliers and contractors covering cleaning, waste management, recycling, confidential waste disposal, pest control, utilities and security.
• Agree service requirements, schedules and performance standards with suppliers, monitor delivery, address recurring issues and take corrective action where standards are not met.
• Establish and maintain a building asset register and planned preventative maintenance (PPM) schedule covering relevant equipment and systems, including heating, ventilation, air conditioning, lighting, plumbing, access control, lifts and allocated external areas, as applicable.
• Coordinate servicing, statutory or otherwise applicable inspections, and specialist assessments with competent service providers and health and safety colleagues.
• Maintain relevant certificates, inspection reports, maintenance records and action logs, monitor renewal and completion dates, and elevate overdue actions or compliance gaps.
• Arrange technical maintenance and repairs through suitably qualified specialists, recognising the limits of the role’s technical competence.
• Manage reactive maintenance through a centralised fault-reporting system, prioritising issues according to safety, urgency and business impact.
• Coordinate contractor attendance, communicate expected disruption, monitor progress and confirm that completed works meet the required standard.
• Organise contractor access, inductions, approvals, documentation and work schedules in collaboration with relevant stakeholders to ensure safe and efficient delivery.
• Provide basic troubleshooting for office equipment and coordinate IT support for connectivity, meeting room technology and shared equipment, tracking reported faults through to resolution.

Health, Safety, Security and Business Continuity

• Undertake lead fire warden and first aider responsibilities, subject to appropriate training and certification, and work with health and safety colleagues to ensure suitable staffing and cover arrangements.
• Coordinate office risk assessments, emergency procedures and health and safety actions with the company’s designated specialists, maintaining accurate records and escalating outstanding matters.
• Administer office keys, security passes and access permissions in collaboration with IT and relevant service providers, ensuring access arrangements are updated for new starters, leavers and changes in personnel.
• Maintain clear incident-reporting procedures, emergency contact lists, supplier details and agreed out-of-hours escalation arrangements.
• Work with HR, IT and health and safety colleagues to develop practical business continuity arrangements for incidents affecting building access, utilities or essential office services.
• Ensure continuity plans clearly define communication channels, escalation routes, recovery responsibilities and the actions required to restore normal office operations.

Communication and Change Support

• Communicate office procedures, operational updates, planned maintenance, service interruptions and workplace improvements clearly and consistently.
• Support the leadership team in communicating the purpose and benefits of the new head office, helping employees adapt to the relocation, hybrid working arrangements and new workplace practices.
• Provide practical guidance, reassurance and day-to-day support to facilitate a smooth transition and encourage employee engagement with the new working environment.

Financial and Administrative Management

• Manage office-related budgets, procurement activities, purchase orders and supplier invoices in accordance with approved financial controls and authorisation procedures.
• Identify cost-effective purchasing and service delivery opportunities while maintaining appropriate standards of quality, safety and employee experience.
• Plan ahead for supplier contract renewals, scheduled maintenance expenditure, major repairs and equipment replacement, highlighting significant costs and potential budget pressures at an early stage.
• Review supplier arrangements and recommend improvements, alternative providers or revised service models where these offer better value or performance.
• Maintain accurate, accessible and well-organised operational records, including asset registers, warranties, operating manuals, supplier contacts, contracts, inspection records and landlord correspondence.
• Provide regular, concise updates to the Head of HR on service performance, outstanding faults, maintenance and inspection activities, expenditure, supplier performance and operational risks.
• Use maintenance trends, supplier feedback and employee insights to identify recurring issues, implement preventative measures and continuously improve office operations.

4. Key Performance Indicators (KPIs)

Success in the role will be measured against the following indicators:

• Operational readiness: The Office Operations Handbook, asset register, supplier register, PPM calendar and absence-cover arrangements are established, maintained and kept up to date.
• Maintenance and compliance: Planned maintenance and required inspections are completed within agreed timescales, with outstanding actions and compliance gaps escalated promptly.
• Fault resolution: Critical and high-priority issues are addressed within agreed service levels, with recurring faults investigated and corrective actions implemented.
• Supplier performance: Facilities suppliers are assessed against agreed service standards, with underperformance documented and resolved through appropriate action.
• Budget management: Office expenditure remains within approved budgets, with significant variances, anticipated costs and financial risks identified and reported early.
• Daily office readiness: Routine office checks are completed consistently, and identified issues are tracked through to resolution.
• Employee experience: Workplace feedback is monitored, improvement opportunities are identified, and agreed actions are delivered and communicated.
• Record keeping and governance: Operational, maintenance, safety and business continuity records remain accurate, complete and available for review.

5. Skills, Experience and Competencies

The successful candidate will demonstrate:

• Proven experience in office management, facilities coordination or a comparable operational role, with a strong commitment to maintaining a professional and welcoming workplace.
• Experience managing the day-to-day operations of a self-contained office and coordinating facilities services, planned maintenance and reactive repairs through external providers.
• The ability to establish effective operational processes, procedures and service standards from the outset.
• Experience managing suppliers, contractors, budgets and procurement activities, alongside maintaining accurate operational, maintenance and compliance records.
• A practical, hands-on and service-oriented approach, with the ability to anticipate operational requirements, resolve issues proactively and recognise when specialist advice or intervention is required.
• Strong organisational skills and the ability to manage competing priorities in a busy, hands-on environment.
• The physical capability to undertake routine building walk-rounds, prepare meeting rooms and move office supplies safely, using appropriate equipment and safe working practices.
• Adaptability and confidence when working through ambiguity, implementing new processes and responding to changing business requirements.
• Experience supporting organisational change, office relocations or cultural transitions would be advantageous.

6. Technical Skills Required

• Microsoft Office and collaboration tools: Proficiency in Word, PowerPoint, Outlook, Excel and SharePoint.
• Spreadsheet and reporting skills: Ability to create and maintain spreadsheets, use formulas, sort and filter data, produce basic reports and maintain operational trackers.
• Email and calendar administration: Effective management of correspondence, diaries, meeting arrangements and scheduling.
• Procurement systems: Familiarity with purchasing processes, purchase orders, invoice handling and supplier administration.
• Basic IT support: Ability to troubleshoot routine office equipment issues and coordinate technical assistance with IT teams.
• Building services awareness: Working knowledge of office building systems, including building management systems (BMS), lighting, plumbing, access control and fire safety systems, enabling the identification of issues and coordination of appropriate specialist support.
• Contractor and supplier coordination: Ability to manage contractor requirements, quotations, service standards, work completion records, documentation, inductions and access arrangements.

7. Essential Soft Skills and Personal Attributes

• Communication and stakeholder engagement: Clear, professional communication and active listening skills, with the ability to engage effectively with colleagues, suppliers and stakeholders at all levels.
• Organisation and prioritisation: Strong time management, planning and multitasking skills, with the ability to balance competing demands effectively.
• Attention to detail: A methodical approach to operational checks, documentation, record keeping and service quality.
• Adaptability and resilience: Confidence in managing change, responding to unexpected issues and working effectively in an evolving environment.
• Initiative and self-motivation: A proactive mindset, with the ability to identify needs, take ownership and drive improvements independently.
• Professionalism and reliability: A consistent, accountable approach to responsibilities, service delivery and workplace standards.
• Composure under pressure: The ability to remain calm, make sound decisions and prioritise appropriately when dealing with urgent or competing demands.
• Discretion and integrity: The ability to handle confidential information, sensitive matters and workplace concerns with appropriate judgement and professionalism.