Workplace and Facilities Helpdesk Team Leader

Arup; Greater London; On-site; GBP 42,000 - 58,000; Full time

Job summary

Arup is seeking a Workplace and Facilities Helpdesk Team Leader to lead day-to-day operations of the Helpdesk, Switchboard and Event Management, ensuring excellent service delivery for colleagues and guests at our London site.

You will work on a rolling 2-shift schedule and act as deputy to the Helpdesk Manager during absences, driving performance, quality checks and stakeholder engagement while maintaining a well-maintained office environment.

Qualifications

• Experience in Facilities Management Helpdesk or property administration.
• Commitment to delivering outstanding customer service and improving end-to-end experience.
• Ability to manage customer service journey and resolve issues.

Responsibilities

• Work on a 2-shift rolling rota: 08:00-16:30, 09:00-17:30.
• Assist the Helpdesk Manager in day-to-day running of Helpdesk, Switchboard & Event Management.
• Act as deputy for the Helpdesk Manager during annual leave or absence.
• Support performance monitoring through quality checks and feedback on customer service.
• Serve as a primary point of contact for colleagues and facilities vendors.
• Ensure the site meets business requirements while delivering excellent customer experience.
• Maintain relationships with stakeholders and address inquiries to ensure timely resolution.
• Review contractor documentation (RAMS) and supervise where necessary.
• Provide training and onboarding support for new Helpdesk coordinators.

Skills

Facilities Mgmt

Helpdesk Coordination

Customer Service

Communication

Time Management

IT Literacy

Education

IOSH qualification

First Aid at work

Fire marshal experience

Tools

Condeco

MS Office Suite

RAMS Review

Job description

Workplace and Facilities Helpdesk Team Leader

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 Workplace and Facilities Helpdesk Manager and 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 Facilities Management vendors to ensure service delivery in line with expectations to help Arup provide a best-in‑class workplace experience.

Key Responsibilities

Working on a 2-shift rolling rota: 08:00-16:30, 09:00-17:30 .

Assist the Helpdesk Manager in the day-to-day running of Helpdesk, Switchboard & Event Management.

Act as a deputy for the Helpdesk Manager during periods of annual leave or absence.

Support performance monitoring through quality checks and feedback on customer service.

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.

Escalate outstanding issues, service failures or overdue tasks to the Helpdesk Manager or contract managers in Helpdesk Managers absence, as appropriate.

Undertake project work and additional responsibilities as required by the Helpdesk Manager.

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 and Catering management (Condeco)

Occasional evening event co‑ordination (from Concept through to hosting) – ensuring relevant documentation is in place i.e., RAMS Insurance policies, Certification etc.

Provide training and onboarding support for new Helpdesk coordinators.

Key Skills and Experience Required

Background in Facilities Management Helpdesk, customer service or property administration.

Demonstrates a commitment to delivering outstanding customer service and identifying opportunities to enhance the end-to-end customer experience.

Takes ownership of the customer service journey.

Clear, concise, accurate communicator (both written and verbal).

Professional, friendly and polite telephone manner.

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.

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 excellent 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.

Recruitment Agencies - We have a Preferred Supplier List of trusted partners to assist us when required and do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies not on the list.