Helpdesk & Reception Manager

UNAVAILABLE; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

An international media services company is seeking a Facilities Helpdesk Lead to manage the helpdesk and reception functions in London. This full-time role requires at least 2 years of experience in a corporate service role and involves overseeing client interactions and operational efficiency. The ideal candidate will demonstrate strong problem-solving abilities, attention to detail, and effective team leadership in a high-pressure environment. Competitive benefits and a dynamic workplace are offered.

Benefits

Flexible Bank Holidays

25 days annual leave plus bank holidays

Onsite Café with complimentary breakfast

Remote GP services

Qualifications

• Proactive, highly organized professional with a client-focused approach.
• Able to thrive in a dynamic, high-pressure environment.
• Experience managing complex schedules and resource allocation.

Responsibilities

• Serve as primary contact for helpdesk services, ensuring issue resolution.
• Lead and manage helpdesk and reception staff effectively.
• Oversee access control and prepare for guest arrivals.

Skills

Exceptional Problem-Solving

Organisational Proficiency

Outstanding Communication

Meticulous Attention to Detail

Resilience Under Pressure

Education

2 years in service reception/helpdesk role or similar

Tools

Microsoft Office Suite

Job description

Company Description

Publicis Groupeis one of the largest advertising agency holding companies in the world and a global leader in the fields of marketing, communications, and digital transformation. AConnecting Companyfor the Connected Age, Publicis Groupe delivers winning solutions for clients through thePower of One - driven by a common purpose, a powerful spirit, shared behaviours, great character and a relentless focus on our clients.

Publicis Re:Sourcesis the backbone of Publicis Groupe. Re:Sources has grown to 5,000+ professionals servicing a network of prestigiousagencies across the globe supporting 63+ markets. Re:Sources is Publicis Groupe'sShared Services Platform.Weprovide Publicis Groupe agencies with the business solutions, technology platforms and expertise they need to transform, innovate and increase productivity.

Job Description

The Facilities Helpdesk Lead plays a pivotal role in ensuring the seamless, efficient, and effective operation of the groupe’s facilities teams resources. This position is responsible for the comprehensive management of the groupe Helpdesk and all Reception functions, ensuring thatall internal and external requests are resolved promptly and effectively.

Crucially, this role is dedicated to providing aworld-class client experienceto every stakeholder. As such, the Facilities Operations Lead is at the forefront of problem-solving, managing time driven client demands, andconsistentlydelivering exceptional service, often in a dynamic and fast-paced environment.

Who We're Looking For: Your Profile

We are seeking a proactive, highly organized, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.

Responsibilities

Helpdesk & Service Management Excellence:

• Serve as the primary point of contact (POC) for the Group's helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction.
• Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet and exceed Service Level Agreements (SLAs).
• Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery.
• Continuously familiarise yourself with helpdesk and reception functionalities to provide expert guidance and ensure operational efficiency.

Team Leadership & Operational Oversight:

• Provide effective line management, coaching, and performance oversight for all Resources Helpdesk and Reception staff.
• Maintain a thorough understanding of daily work schedules and rotas for all direct reports, optimizing team performance, coverage, and resource allocation.
• Oversee and ensure seamless execution of reception duties and resource provisioning across multiple London sites.

Front-of-House & Access Control:

• Assist in the management of the TVC Publicis access control system, including the efficient issuance and deactivation of access passes and liaising with Estate security.
• When performing reception duties, meticulously prepare access passes for all pre-booked guests and proactively communicate updates on host availability, ensuring a professional and positive visitor experience.
• Maintain an accurate and up-to-date database of VIPs, senior executives, and Directors, including critical contact and preference information.
• Regularly update and refine the reception manual, detailing procedures, occupancy, key responsibilities, and duties to ensure consistent, high-quality service.

Event Support & Facilities Coordination:

• Coordinate and support the setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision.
• Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.

Compliance & Adaptability:

• Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment.
• Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis.
• Be prepared to provide essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.
• Undertake additional duties and ad hoc projects as reasonably requested by management, contributing to overall team objectives and adapting to changing.

Accountabilities:

• Deliver Exceptional Client & User Resolution:Accountable for the prompt, effective, and client-centric resolution of all helpdesk and reception-related issues, consistently ensuring high levels of satisfaction and minimal operational disruption.

• Ensure Seamless Operational Planning & Service Reliability:Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs).

• Cultivate a High-Performing Service Team: Accountable for the effective leadership, development, and motivation of the reception and helpdesk operatives, fostering a proactive and highly responsive team that consistently meets and exceeds operational service objectives.

Qualifications

Essential Experience & Qualifications:

• Service Excellence Background: A minimum of 2 years of recent, dedicated experience in a corporate service reception/ helpdesk role, or a similar high-volume service delivery role.
• Operational Software Proficiency: Demonstrated proficiency with Microsoft Office Suite (Outlook, Word, Excel), including advanced skills in calendar and meeting room booking systems.
• Facilities Coordination: Experience managing complex schedules, conflicting demands, and resource allocation to ensure seamless operational flow.

Essential Skills & Competencies:

• Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues (e.g., calendar booking clashes, client resolutions) with creative "outside-of-the-box" solutions, ensuring minimal disruption and maximum satisfaction.

• Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment with a constant flow of requests, confidently triaging and prioritising tasks to meet tight deadlines.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport, managing expectations, and conveying information clearly and professionally at all levels.
• Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs, consistently striving to exceed service expectations.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks from guest registration to calendar management and complaint resolution.
• Organisational Proficiency: Strong organisational skills, with the ability to effectively manage multiple calendars, competing requests, and various administrative tasks simultaneously.

Additional Information

Personal Attributes:

• Proactive & Motivated: A highly motivated individual who takes initiative, identifies opportunities for improvement, and drives personal and team learning.
• "Can-Do" Attitude: An enthusiastic and positive disposition, eager to take on new challenges and contribute actively to team success.
• Flexible & Adaptable: Willingness and ability to work flexibly in accordance with business needs, including varying shift patterns and supporting the wider Publicis team across different locations.
• Team Player: A collaborative individual who thrives in a team environment while also being capable of working autonomously when required.
• Professional Ambassador: Represents Publicis Resources with the highest level of professionalism and positive engagement at all times.
• Complaint Resolution & Diplomacy: Ability to handle complaints and challenging situations professionally and empathetically, always maintaining a positive outlook and striving for swift, equitable resolutions.

This is a full-time, in-office position, Monday to Friday, with working hours from 8am to 5pm.

Our main office is at the iconic Television Centre (TVC) in White City, London, and the role will also involve travel to our other offices in London.

We are a Disability Confident Employer and are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters an inclusive environment through our inspirational Employee Action Groups (EAGs).

We have a comprehensive benefit offering. Our full health and lifestyle benefits package will be shared with you, when you join us. In addition to key benefits like Pension, Life Assurance, Income Protection and Private Medical, some of our other benefits are:

• Annual Leave (25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days. Birthday Day Off that can be used in your birthday month and the opportunity to Buy or Sell Holiday at the start on each year.
• Flexible Bank Holidays, you can switch the 2 Easter bank holidays for other days of your choosing. Reflection Days for time away from work to focus on what works best for you. Work your World, after completion of one year, you have the opportunity to work anywhere in the world, where there is a Publicis Groupe office, for up to 6 weeks a year.
• Help@Hand, our lifestyle and wellbeing app that supports you and your family; 24/7 Helpline, Remote GPs, Medical or 2nd Opinion, Mental Health & Wellbeing, Physiotherapy, 1-2-1 Lifestyle Coaching, Nutritional Consultations, Savings & Discounts and lots more.
• Inclusive Policies to support you and your family including enhanced Family Leave, Disability, Carers, Transitioning at Work, Flexible Working, Menopause.
• Local discounts, restaurants & retailers in Westfield White City. Onsite Café with complimentary breakfast, a subsidised lunch menu, and an in-house barista.