Overview

Job Title: Workplace Support Co-ordinator – BBC Contract – South-East Region

Responsible To: Regional Facilities Manager

Location: Tunbridge Wells (with occasional travel to regional sites)

Job Purpose/Position Overview:
To provide essential support to the FM (facilities management) team and to coordinate FM services for BBC regional sites. To promote and manage customer expectations, develop and maintain excellent relationships with all customers, particularly key clients and customers/ stakeholders. To provide the highest levels of customer service in all aspects of the role and be someone who strives to continually provide a quality service over and above the customer’s expectations. Must have attention to detail, experience of working in a corporate environment and communicating effectively at all levels of an organisation, while also demonstrating excellent customer management.

Ensure facilities management key performance indicator (KPI) requirements are met and service level agreements (SLAs) are completed within the agreed timescales. The successful candidate will need to manage the customer and have key communication with them for any jobs and faults logged from reporting through to completion. Have the confidence to deal with problem solving, be self-motivated and have the skills/ be able to develop the skills required to be able to coordinate a wide scope of activities including: ordering supplies, reactive repairs, pre-planned maintenance, cleaning teams, engineering teams, contractors, quotes, finance queries, statutory compliance, health and safety, visitor hosting and induction for visitors and contractors, as well as other ad hoc activities to support the Regional Facilities Manager and the wider team.

Job application form

    To ensure a safe working environment is maintained at all times and safe working practices are carried out across the sites.

    Key Accountabilities:
    Customer Service:
    Deliver excellent customer service at all times

    Establish good working relationships with the customers and stakeholders in order to be recognised as the natural go to person and a trusted partner

    Fulfill all reasonable requests

    Tailor service to the individual based on their needs and requirements, be aware of client policies and procedures

    Be aware of what is happening in the building to help provide appropriate information to staff, guests & visitors

    Coordination of all FM services in your designated sites and take real ownership of this area of responsibility. Innovate – look at ways to streamline business processes and create the most effective environment for the customer/client

    Confident and direct approach when dealing with customers

    Communication:
    Ensure knowledge of team members and department movements

    Liaise closely with other departments i.e., security, reception, housekeeping, engineering, landscaping, projects, contractors

    Be involved in and contribute to team meetings, taking minutes where required

    Assisting with staff queries both in person, by email or via telephone

    Develop an effective working relationship with the National Service Centre/ helpdesk

    Understand the impact of the NSC on your teams activities and performance and to actively seek and feedback opportunities for improvements

    A team player that will help & support team members in the wider team

    Administration:
    Ensure all tasks are logged with the helpdesk and a record of all tasks is kept up to date and managed through to completion. Log jobs and report all maintenance faults/hazards and cleaning requests to the helpdesk

    Monitor reports daily to ensure target SLA performance

    Ensure on site paper work and compliance documentation is up to date and in order

    General administrative support, communication and hosting as required

    Be fully aware of all company policies relating to security, H&S and other site-specific building rules

    Answer all email requests in a professional manner

    Attend training as and when required

    Brand Standards:
    Ensure the smooth running of all facilities management in the designated area of responsibility.

    Present a professional image at all times. Ensure all areas are kept clean, well maintained, tidy and ready for business

    Liaise closely with all FM service teams to ensure that consistency of standards and a professional image are maintained across the designated areas.

    Report any maintenance issues immediately to ensure a speedy resolution, including all furniture, fittings and equipment.

    Conduct regular checks/floor walks of designated areas and assist with audits to maintain the fabric of the buildings and cleanliness

    Always adhere to all company policies and procedures and carry out instructions given by the management team

    Responsible for health & safety in designated area of responsibility to ensure that any unsafe items/areas are dealt with immediately and also ensure all people adopt safe working practices at all times as reasonably practicable

    PERSON SPECIFICATION (Experience/Qualifications/Skills)

    Proven experience within a strong customer service environment

    High quality interpersonal skills, with excellent written and spoken communication skills both to individuals and groups

    Self-disciplined and able to work on own initiative with the ability to make decisions without continual referral to line manager

    Flexible and adaptable approach to work with good problem-solving skills

    Ability to deal positively with conflict situations

    Attention to detail, a focus on standards, methodical & organised. This is a busy role, so organisation skills are key

    Educated to GCSE standard with passes in English & Maths

    Knowledge of administrative and clerical procedures

    Computer literacy, competent with the Microsoft Office suite including Word, Excel, PowerPoint and Outlook

    Customer Focus:
    Be friendly, smiley, sociable and welcoming to our client, customers and guests/visitors and create a welcoming atmosphere

    Always remain calm, patient and polite when receiving customer feedback

    Be helpful and go out of your way to help our client, customers, guests/visitors and the public

    Professional “can do attitude” gets things done, no problem is too small or too large

    Teamwork:
    Build and maintain good relationships with all team members – be a team player

    Be able to communicate well with people at all levels of the business

    Drive

    Be confident, approachable & self-motivated

    Demonstrate a passionate commitment to the business and FM

    Welcome & embrace change with a positive attitude

    Maintains effective work behaviour in the face of setbacks or pressure. Remains calm, stable and in control

    Be able to work unsupervised in a fast paced and changeable environment

    Be able to prioritise duties

    Action orientated and results focused

    Personal Integrity

    Be honest & reliable

    Be trustworthy & respectful

    Maintain a smart and professional appearance

    Maintain excellent time-keeping and attendance

    Please note this list is not exhaustive and you will be expected to comply with any reasonable ad hoc duties and requests

    Mitie

    NULL

    Please call the workplace contact or phone numbers during the day.

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