Job Description

Purpose

The Reception & Facilities Coordinator is responsible for providing outstanding customer service to occupiers and visitors; ensuring a positive customer experience is delivered to create a personal and memorable impression.

You will be responsible for managing and monitoring the daily operation of the front desk, ensuring that all services are provided consistently and efficiently, and in accordance with the client and service partner vision and guidelines. Customer satisfaction is key, and you will form excellent relationships with occupiers and stakeholders, keeping them updated while meeting their requirements and requests.

You will demonstrate a proactive and people-first approach, possessing a knowledge of all working practices and activities within the building, enabling the ability to provide support and act as a key point of contact for all. This includes day-to-day operational support for the FM Service Delivery Manager, being the "eyes and ears" of the building, you will remain attuned to its daily operations, identifying opportunities to enhance service delivery and reporting any building issues by reporting any building issues and taking pro-active action to resolve where possible.

A natural passion for events and working with the community, you will also plan and deliver activities within the building to drive occupier engagement and enjoyment at work.

Accountabilities

Managing and monitoring the daily operation of the front desk, to ensure that customer service is delivered consistently, efficiently, and effectively to all occupiers and visitors. Providing a warm Ethos welcome to all occupiers, visitors and stakeholders to the building, creating a personal and memorable impression. Building and maintaining excellent relationships with occupiers, service partner and client teams; encouraging and managing two-way communications to improve standards and service. Promptly addressing any operational issues, occupier feedback, issues or requests and proactively implementing corrective measures, or escalating, as required. Overseeing and coordinating the management of deliveries, including courier services and post. Taking responsibility for continuously learning about the building, it's operation and occupiers to enable the ability to provide support and act as a key point of contact for all, including the FM Service Delivery Manager (who isn't on site every day) Identify and report building issues (e.g., blocked toilets, parking issues, broken equipment) through the relevant processes and systems. Maintain regular communication with and support contractors/engineers as required, including issuing keys, updating progress logs, and providing regular reporting and being the day-to-day key point of contact within the building/at the site. Assist with property viewings and support the marketing efforts of the asset as well as providing assistance with property viewings. Ensuring the front desk is always presented in a highly professional manner. Supporting the set up and implementation of new training and technology ensuring you have the necessary knowledge and tools to provide exceptional customer service to occupiers and visitors.

Customer Engagement & Social Impact

Build a strong knowledge of the local area and compile a comprehensive local amenities information guide. Research, plan, and (when applicable) deliver initiatives to enhance the experience of those working in the building, such as pop-ups and competitions. Immersing yourself in the local community, understanding what's taking place and potential community partnership opportunities that may be beneficial to the building, it's event programme and occupiers. Keeping occupiers and stakeholders up to date with all the building news, through the creation and issue of newsletters, emails and updates via the digital app (where applicable). Demonstrate a keen interest in social impact, bringing creative ideas to engage and support the local community. Monitor, track, and report on the success of partnerships and collaborations to ensure continuous improvement and meaningful outcomes.

Decision Making

Proactively and promptly escalating occupier/stakeholder feedback for positive resolution. In line with processes and systems, logging of reactive jobs against identified contractors/suppliers. In the absence of physical FM presence on all days, use the support of contractors/suppliers to aid resolution as needed. Ensuring that personal training/development is in line with Ethos Farm values and those of the client to deliver best in class Guest Experience always.

Key Contacts and Relationships

Encouraging two-way communications with occupiers, visitors, client, and service partner teams. Day-to-day support for the FM Service Delivery Manager (on site 1-2 days a week).

Knowledge, Experience and Skills

Requirements:

Excellent customer service skills with the ability to adapt quickly and perform effectively when faced with challenging scenarios. Strong communication and interpersonal skills with the ability to build relationships and communicate effectively with all stakeholders. Enthusiasm for learning about the building, it's operation and occupiers to enable the ability to provide support and act as a key point of contact for all, including the FM Service Delivery Manager (who isn't on-site every day) Computer literacy with the ability to use standard office software (including PowerPoint) as well as reporting systems and platforms. Good written English to keep occupiers and stakeholders up to date with all the building news, through the creation and issue of newsletters, emails and updates via the digital app (where applicable). A team player with a best-in-class approach to guest experience/service and an enthusiasm to work collectively to improve standards, processes and drive efficiencies. Flexibility with the opportunity to provide cover and gain experience at other locations.
Skills & Experience:

Previous experience in administration, customer service and building and facilities management. Evidence of using your own initiative, taking ownership and acting proactively to address urgent issues. Experience in delivering events with an interest in working with local community groups would be advantageous. Experience of working on own initiative, capable of building solid and beneficial relationships both internally and externally.
Job Type: Full-time

Pay: 27,000.00-29,000.00 per year

Benefits:

On-site parking
Work Location: In person

Application deadline: 20/02/2025
Expected start date: 01/10/2025