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.

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

• 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.

• 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.

• 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.

• Sound H&S knowledge (ideally IOSH qualified – training for this can be provided).
• First Aid at work qualified (if not already certified…