Workplace And Facilities Helpdesk Team Leader

Workplace and Facilities Helpdesk Team Leader Arup
• London, Greater London, United Kingdom

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.

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.

• 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.

• 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…