Workplace And Facilities Helpdesk Coordinator

Arup; England; On-site; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Profit Share

Job summary

Arup is seeking a Workplace and Facilities Management Helpdesk professional to deliver exceptional support to colleagues and guests. You will be the primary contact for offices and vendors, ensuring service delivery aligns with business needs and Arup’s standards.

You will coordinate events, manage conferencing and catering, and maintain a safe, well-kept workplace while building strong relationships with stakeholders across the organisation.

Qualifications

• Experience in a Workplace and Facilities Management team.
• Strong customer service and communication skills.
• Professional, friendly telephone manner.
• Clear written and verbal communication.
• Ability to work with colleagues at all levels.
• Excellent time management and multi-tasking.
• IT literate with MS Office.
• Ability to create and analyse reports.
• Ownership of customer journey and follow-up.
• Know when to upscale and how.

Responsibilities

• Serve as a primary point of contact for colleagues and facilities vendors.
• Ensure sites meet business requirements while delivering excellent customer experience.
• Maintain the office to ensure it is consistently well kept.
• Conduct regular floor inspections and curate spaces.
• Maintain relationships with stakeholders and resolve issues promptly.
• Handle switchboard and email communications.
• Log and assign Helpdesk tasks.
• Coordinate conferencing and catering (Condeco).
• Plan and execute events from enquiry to delivery and follow-up.
• Oversee venue setup, catering, AV, security, cleaning and risk docs.
• Provide on-day event support and capture feedback.

Skills

Facilities Helpdesk

Customer Service

Telephone Manner

Communication Skills

Time Management

MS Office

Reporting

Event Coordination

Vendor Management

RAMS Review

Education

IOSH Qualified

First Aid at Work

Fire Marshal Experience

Tools

Condeco

Job description

Joining Arup

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.
• E-mail 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 upscale 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.