Receptionist & Helpdesk Coordinator

Chartwells Independent; Greater London; On-site; GBP 13,000 - 17,000; Part time

Benefits offered by this job

Travel discounts

Wellbeing programs

Life assurance

Cash rewards

Free lunch onsite

Contributory pension

Employee Assistance Program

Digital GP services

Learning & development

WOW Awards

Paid day off

Job summary

Rapport Guest Services is seeking a friendly Receptionist & Helpdesk Coordinator to join a small, close-knit team. This part-time role blends welcoming visitors with behind-the-scenes helpdesk coordination, ensuring smooth operations and professional service.

You will log requests, coordinate tasks, and maintain clear communication with client teams. Ideal candidates will have at least one year of front-of-house experience, CAFM familiarity or quick learning ability, and a proactive,

Qualifications

• Year+ front-of-house experience is required or highly preferred.
• CAFM experience or quick learner for new systems.
• Strong attention to detail and proactive approach to tasks.

Responsibilities

• Provide a warm, professional welcome to visitors and users, creating a positive first impression.
• Deliver front-of-house reception services with high customer service standards.
• Handle stakeholder enquiries and requests, escalating as needed for timely resolution.
• Manage incoming/outgoing calls professionally and efficiently.
• Coordinate meeting room bookings and catering requirements accordingly.
• Log and track helpdesk requests, ensuring progress within agreed service levels.
• Support holiday and absence coverage within the reception team.
• Collaborate with internal teams and partners to improve processes and service delivery.

Skills

Front-of-house experience

CAFM experience

Excel

Tools

CAFM system

Excel

Job description

We’re looking for a Receptionist & Helpdesk Coordinator to join our close‑knit team of three, supporting a well‑respected charity and helping keep their workplace running smoothly.

This part‑time role blends front‑of‑house warmth with behind‑the‑scenes organisation. You’ll be the friendly face who welcomes visitors, supports colleagues, and keeps helpdesk activity flowing, logging requests, coordinating tasks and ensuring everything is handled with care and accuracy. You’ll work closely with the client’s teams, building strong relationships and keeping communication clear so everyone feels supported.

Type of contract:Part-time, Permanent

Hours:24 per week (Tuesday-Thursday; shift rota basis between 8 AM and 6 PM)

What will you get?

• Financial Freedom: Enjoy exclusive travel and grocery discounts, plus life assurance and cash rewards! PLUS, free lunch onsite.
• Secure Your Future: Benefit from a contributory pension scheme for a stable financial tomorrow.
• Health Matters:Access wellness programs, an Employee Assistance Program, and digital GP services for holistic support.
• Thrive Personally & Professionally: Unlock endless learning and development opportunities to elevate your career!
• Celebrate Excellence:Shine a spotlight on outstanding peers with WOW Awards for their exceptional contributions.
• Give Back to Community:Take one paid day off annually to support a cause you’re passionate about!

Main responsibilities

• Provide a warm, professional, and memorable welcome to all guests, clients, visitors, and building users, ensuring an exceptional first impression.
• Deliver outstanding front‑of‑house reception services, maintaining high standards of customer service at all times.
• Respond to stakeholder enquiries and requests efficiently, courteously, and proactively, ensuring timely resolution or escalation where required.
• Handle incoming and outgoing internal and external telephone calls in a professional and efficient manner.
• Enhance guest engagement by providing information, assistance, and a personalised service experience.
• Cover Service Desk duties as required, ensuring seamless support across both functions.
• Manage and maintain the helpdesk ticketing system, ensuring requests are logged accurately, monitored, actioned, and resolved within agreed service levels.
• Follow up on outstanding helpdesk requests, liaising with relevant teams to ensure timely completion and keeping stakeholders informed of progress.
• Coordinate meeting room bookings, ensuring rooms are prepared and catering requirements are arranged as requested.
• Assist in the preparation of weekly reports on helpdesk activity, highlighting key trends and performance metrics.
• Support the reception team by delivering refresher training and guidance for colleagues providing holiday and absence cover.
• Work collaboratively with internal teams and service partners to improve processes, enhance operational efficiency, and continuously improve service delivery.
• Maintain accurate records and administrative documentation in line with company procedures.
• Consistently uphold the organisation's standards for professionalism, presentation, confidentiality, and customer care.
• Identify opportunities to improve the customer journey and contribute to creating a positive, welcoming, and well‑managed workplace environment.

The ideal candidate will

• Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall, and Stronger Together.
• Bring CAFM experience or feel confident learning new systems quickly.
• Have at least one year of front‑of‑house experience in a professional setting.
• Show a proactive, detail‑focused approach to every task.
• Support the team with training, including refreshers for reception and the service desk.
• Be a positive team player who helps create a supportive workplace.
• Stay calm under pressure and handle busy moments with confidence.
• Be flexible and adaptable to changing needs.
• Use Excel comfortably and manage digital tasks with ease.
• Retrieve and handle data accurately for reporting and tracking.
• Work independently and collaboratively depending on what the day requires.

About the Company

Rapport Guest Services is a multi-award-winning company, delivering front- and back-of-house guest services for leading organisations across the UK, Ireland, and globally. As part of Compass Group UK&I, we combine people-first culture with exceptional service standards.

We are proud of our commitment to inclusion, wellbeing, and creating opportunities for everyone to thrive.We are also a Disability Confident Employer, offering meaningful roles for individuals with additional needs.

Find out more about us and our values at www.rapportservice.com.