Workplace and Facilities Helpdesk Coordinator

Arup; Camden Town; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Profit Share

Job summary

Arup is seeking a Workplace and Facilities Helpdesk Coordinator to provide frontline support for colleagues and vendors. You will help maintain a high-quality workplace experience and manage day-to-day helpdesk tasks, conferences, catering and events, while building strong relationships with internal stakeholders.

The role requires a proactive communicator with strong time management, attention to detail, and a customer-first mindset across a busy office environment in London.

Qualifications

• Experience in a Workplace and Facilities Management team.
• Demonstrates a commitment to delivering outstanding customer service.
• Professional, friendly and polite telephone manner.
• Clear, concise, accurate communicator (written and verbal).
• Ability to work with people at all levels and manage difficult situations.
• Excellent time management and multi-tasking.
• Attention to detail and problem solving.
• IT literate in MS applications and able to learn new software.

Responsibilities

• Serve as a primary point of contact for colleagues and facilities vendors.
• Ensure the site meets business requirements while delivering an excellent customer experience.
• Coordinate events and hospitality from enquiry to delivery and follow-up.
• Coordinate venue setup, catering, AV, security and other operations.
• Update the business using various forms of comms (social media, newsletters, posters).
• Handle switchboard and helpdesk tasks; logging, receiving and assigning requests.

Skills

Facilities management

Customer service

Telephone etiquette

Clear communicator

MS Office

Reporting

Tools

MS Office

Job description

Workplace and Facilities Helpdesk Coordinator

Arup’s purpose, shared values and collaborative approach has set us apart for over 80 years, guiding how we shape a better world.

Arup is the creative force at the heart of many of the world’s most prominent projects in the built and natural environment. Working in more than 140 countries, the firm’s designers, engineers, architects, planners, consultants, and technical specialists work with our clients on innovative projects of the highest quality and impact. As a wholly independent organisation, we are owned in trust for the benefit of our employees and their dependants: with no shareholders or external investors we determine our own business priorities and direction.

The Opportunity

Reporting into the Helpdesk Manager. Working as part of the Workplace and Facilities Management Helpdesk team, providing excellent support services to our colleagues and guests.In daily contact with the WFM vendors to ensure service delivery in line with expectations to help Arup provide a best-in‑class workplace experience.

Key Responsibilities

• Serve as a primary point of contact for colleagues and facilities vendors.
• Help ensure that the site meets business requirements whilst delivering an excellent customer experience.
• Work with the wider team to ensure that the office is consistently well maintained.
• Regular floor inspection and curation of spaces.
• Maintain relationships with key stakeholders across the office and address enquiries and concerns ensuring timely and quality issue resolution and service delivery.
• Follow up enquiries to ensure customer satisfaction.
• Reviewing contractor documentation and compliance including RAMS and supervising where necessary.
• Updating the business using various forms of comms – social media, newsletters, posters, signage etc.
• Switchboard handling.
• Helpdesk Tasks (Concept Evolution) – logging, receiving and assigning.
• Conferencing & Catering management (Condeco).
• Coordinate events and hospitality from initial enquiry and planning through to delivery and post-event follow-up.
• Act as the main point of contact for event hosts, liaising with internal stakeholders and service providers.
• Manage key event administration, including calendars, booking forms, supporting documentation and team briefings.
• Coordinate venue set‑up, catering, AV, security, cleaning and other operational requirements, ensuring relevant risk and compliance documentation is in place.
• Provide on‑the‑day event support when required and capture feedback and lessons learnt.

Key Skills and Experience

• Prior experience in a Workplace and Facilities Management team.
• Demonstrates a commitment to delivering outstanding customer service
• Professional, friendly and polite telephone manner.
• Clear, concise, accurate communicator (both written and verbal).
• Ability to work with people at all levels and confidently manage difficult situations.
• Excellent time management and multi‑tasker.
• Excellent attention to detail.
• Problem solver / logical thinker.
• IT literate in all MS applications, quick to learn new software programmes.
• Ability to create, amend and analyse reports.Spot trends that require further interrogation.
• Takes ownership readily and sees a job through to completion/follow up as necessary.
• Ownership of the customer service journey.
• Know when to escape and how.

Desirable Skills and Experience

• Sound knowledge of contractor service provision, SLA’s, KPI’s, landlord/tenant relationships/responsibilities.
• Inquisitive nature – ask questions about the role, processes and working arrangements to grow your knowledge, suggest better ways of working to ultimately provide better service.

Qualifications

• Sound H&S knowledge (ideally IOSH qualified – training for this can be provided).
• First Aid at work qualified (if not already certified and in date, training for this will be provided).
• Previous Fire marshal experience is desirable, however, Arup specific training for this will be provided.

What we offer you

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

Different people, shared values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross‑cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.

We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact [e-mail] to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process

To understand what to expect next, please visit https://www.arup.com/careers/recruitment-process/

Stay safe online – Arup will never ask for your bank details as part of our recruitment process.