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Facilities Support Coordinator

Job Title: Facilities Support Coordinator
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: SS26285
Job Published: October 11, 2018 14:35

Job Description

Reference numberSS26285RegionUKLocationLondonSub locationLondonFunctionReception / Front of HouseEmployment typeFull TimeHourly Rate BandsN/ASalaried/Hourly-PaidSalaried
To act as on-site support for the Warner Bros. contract over the Front Of House, CPH, Telecoms, Post Room, Goods-In and Security departments. The main position will be based in the reception department with the possibility of shifts in other areas in the events of sickness, holidays and business levels. Training will be provided in all departments to ensure service excellence and competent cover for all areas of the business.

Must be extremely flexible in approach and be prepared to work in high pressure situations whilst remaining focused on the task at hand – always striving to deliver excellent customer service in all departments. This role requires an SIA license therefore some security duties are included. Shift times between 7.00 – 19.00
To take leadership for the role ensuring that each customer interaction is contributing to The Perception 5-star service standards
To ensure a ‘one team’ approach to assist the Facilities Support Manager in achieving site goals and targets
To provide timely, accurate and relevant information in line with site requirements on a daily/weekly/monthly basis and ensuring all trackers are submitted correctly
To ensure all work is carried out to the highest quality and meets customer deadlines, expectations, SLA’s and KPI’s
To train in all departments (FOH, CPH, Telecoms, Post Room, Goods-In and Security) and have an advanced understanding of the core roles, able to cover in line with site contingency program
Reporting any unresolved issues to the Facilities Support Manager daily to ensure it is bought to a satisfactory conclusion and that any follow up required is carried out
To answer all department emails in a timely manner and ensuring the inbox is managed correctly
Ability to work under strict confidentiality and adhere to site non-disclosure policy
To maintain a clean working space always
Flexibility with reasonable rota requests and changes as the role evolves with the needs of the building
Maintain and develop professional working relationships with WB Colleagues
Liaise regularly with all team members ensuring effective communication between Perception and client FM teams and handover between shifts
Ensure full compliance with site policies and procedures
Ability to check in all guests in line with site procedures as well as direct all incoming calls to the correct person/department
To ensure the x-ray machine is used as trained
To accept all incoming post, courier packages and parcels for WH and other sites
Complete post runs at 0830, 1400 and 1530 (drop off and collection of internal/external mail)
To process all external Special Deliveries and outgoing post by 1630
Carry out light porterage tasks upon client request
Order and maintain sensible stock levels of Royal Mail, Neotrak and Mission Express items
Print paper deliveries to floors
To ensure all critical alarms are actioned in a timely manner
Ensure that all incidents are reported promptly and recorded accordingly
Ensure that Removal of Goods (Removal of Goods Form) and PTW procedures are followed
Upon client request, conduct bag searches
To comply with GDPR
To conduct a patrol of the premises via CCTV noting the results in the Patrol Book
To prevent unauthorised access to the building
To assist with turnstile difficulties
Responsible for the admin and issue of security cards following lost card procedures
Order and maintain sensible stock levels of temporary access cards, blank cards and printer ribbons
To conduct regular external/internal building inspections
To follow Suspect Package procedures
To prevent and detect fire, water leaks and any other H&S hazard

High level of customer care skills
Efficient and courteous manner
Polite and effective two way communicator
Able to manage difficult customers
Previous experience of providing reception services in a commercial building environment
Professional handling of security entrance requirements
Incident control knowledge
Awareness of DDA compliance
1st Aid appointed person trained
Able to handle and manage queries and messages from visitors, in a timely, efficient, friendly and helpful manner
Able to provide directions and other relevant information for all visitors enquiring at reception
Customer service focussed approach
Continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience
Comply with recognised procedures and systems, and strive to deliver the best quality possible.
Be able to demonstrate an understanding and undertake training to be able to advise on all site building plans
The ideal candidate will be able to operate the directory competently to answer queries visitors may have about the site occupier
Able to answer, understand and redirect callers to the correct staff
To ensure switchboard calls are answered in line with client SLA’s
To ensure that clear, concise information is given to WB employees and guests at all times
To ensure that all internal/external mail is delivered in line with client SLA’s
To comply with GDPR
To ensure that building patrols, control room tasks and turnstile duties are completed in line with clients SLA’s


Interserve is one of the world’s foremost support services and construction companies. Everything we do is shaped by our core values. We are a leader in innovative and sustainable outcomes for our clients and a great place to work for our people. We offer advice, design, construction, equipment, facilities management and frontline public services. Headquartered in the UK and FTSE listed, we have gross revenues of £3.7 billion and a workforce of circa 75,000 people worldwide.