KEY ACCOUNTABILITIES & DELIVERABLES:

Issue prevention and resolution:

• Carry out inspections of designated areas (TBC frequency and exact areas), record and proactively report issues and defects to the facilities helpdesk
• Maintain ownership and proactively manage all issues in conjunction with the wider FM team
• Understand service delivery SLAs and monitor to ensure requests are being completed in a timely manner
• Ensure all work orders are responded to quickly and efficiently within agreed SLAs
• Promptly resolve all daily client requests, guiding clients with helpdesk tickets logged and managing expectations on completion timelines, to include monitoring and progress reports with personal feedback to individual clients and GWS management (managing client expectations)

EDUCATION/EXPERIENCE:

• Strong Customer Service background with previous experience in 4 / 5-star Hospitality services industry desirable
• FM experience (minimum 1 year experience)
• Health and Safety Knowledge (IOSH/ NEBOSH preferred)

SKILLS:

• Enthusiastic about customer service and keen to develop FM knowledge.
• Firm understanding of delivering exceptional customer service.
• Acute eye for detail and service standards with excellent communication and influence skills (written and verbal)
• Diplomacy in a demanding, fast-moving client-driven environment
• Ability to interact successfully at all levels of seniority within GS/the firm.
• Excellent communication skills
• Smart and well always presented.
• Initiative-taking, positive energy with a can-do attitude and friendly demeanor
• Flexible, collaborative, and good organizer.
• Proficiency to follow up on multiple issues/queries simultaneously.
• Good Health and Safety knowledge
• Possesses a good command of the English language

ROLE PURPOSE:

This role provides a professional, engaging and interactive first point of contact for the building occupants with any operational queries/issues they may have. The role also provides an interface between clients and vendors, providing focus on key areas to ensure that a five star standard is maintained at all times, whilst ensuring that issues are proactively identified and addressed by all vendors that service the floor before the clients become aware of them.

This position will:

• Develop and maintain client facing relationship.
• Proactively support and deliver a collaborative and cooperative environment across all vendors and all floors throughout Plumtree Court.
• Ensure bespoke service delivery of all Front of House facilities services throughout the campus.
• Act as the interface between all vendor operatives who provide an on-floor service for our customer, ensuring a seamless service delivery.
• Perform duties to maintain the GS /GWS standards whilst delivering a high level of personal client engagement.
• Continuously monitor and audit all designated client areas, including office floor and non-bookable meeting rooms, ensuring they are ‘fit for business’.