Facilities & Executive Support Coordinator

A combined role to provide exceptional Front of House duties and a 5-star event customer service experience, in order to support the client’s workspace and to show a flexible approach to work whilst undertaking a wide range of routine and non-routine tasks, ensuring that all staff and visitors receive a best-in-class service.

MAIN DUTIES AND RESPONSIBILITIES

• Ensure all vendors deliver services in line with the contractual obligations

• Resolve any supplier issues directly with vendors

• Responsible for client presentation areas

• Schedule Monthly meetings with the client team to discuss, review and manage the vendors service levels

• Notate and report all findings in a monthly report

• Raise Purchase Orders and process / endorse client invoicing

• Ensure a working escalation process is in place and establish a rota for call outs

• When required, escalate any emergencies connected with the facilities or equipment

• Co-ordinate access of Vendors with assistance from client security team

• Ensure office equipment is in working order and has sufficient supplies

• Office inspections, recording any faults

• Carry out cleaning audits in conjunction with the cleaning Vendor

• Ensure a professional / courteous working relationship is maintained with the Landlords and their representatives

• Ensure all kitchens are fully stocked with provisions and any shortfalls are identified

• Ensure that all vendors passes are returned to client and NDA’s are completed / filed

• Manage client expectations around cover for client events and specific requirements

• Identify service shortfalls and bring to the attention of the CBRE leadership team

• Ensure that all PPM’s are carried out as scheduled

• Manage the outsourced postal service; Manage the courier service and relationship for the client

• Greet, welcome and build a good rapport with all staff & visitors entering the building, answering any questions, providing directions and alerting staff when someone is there to meet or visit them. Manage the client’s visitor check in/out system/building log of who is entering and exiting the building.

• Manage the mailroom, accept deliveries and mail, organize them to be distributed to the correct recipients using the client’s system and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup.

• Serve as the face of CBRE and our client, offering friendly service to those entering the building or calling by phone. Representing the business with a positive attitude and professional appearance. Assist with enquiries regarding building facilities.

• Maintain and organise the reception area, keeping it clean and free of clutter.

• Working in conjunction with Security to maintain office security, communicating and reporting any suspicious activity to Security in a timely manner.

• Completing administrative or any ad hoc tasks and any other clerical duties such as photocopying, transcribing, filing, sorting and distributing paperwork.

• Ensure QHSE and maintenance records/documentation are maintained and readily available using CBRE and client’s systems (Logbooks, Harbour, etc).

• Complete daily hazard hunting and upload all findings to Harbour. Issue weekly report to client FM.

• Manage/Coordinate all room and event set-up/arrangements, taking full ownership to create a great customer journey for all attendees, from registration to fare well.

• Provide hands on support around events, ensure a close cooperation with Workplace, Security, Reception and Cleaners where required.

• Collaborate closely with IT Support for any AV setup requirements and hands on AV support.

• Build trusted relationships internally to main stakeholder and regular event host, as well as externally to all vendors.

• Ensure compliance and best practice by adhering to all client, CBRE and Government standards, processes, policies, procedures and laws.

• Supervise subcontractors on-site to ensure a comprehensive contractor management system, including QHSE as per CBRE procedures.

• Ensure that all CBRE and Vendor Method Statements and Risk Assessments are in place for all tasks carried out to ensure safe working practices. Ensure Contractor Management procedures are followed.

• Manage the CMMS system - Helpdesk Ticket Management System (CBRE or client platforms) including PPM, Reactive tasks from new to completion.

• Actively identify/implement innovation across the workplace in collaboration with client and line management, to enhance performance and continue to meet client expectations.

• Develop a good working relationship with all members of client, CBRE colleagues and supply partner representatives.

• Promote and maintain client’s culture & CBRE standards throughout your daily activities and drive the same standards through our supply chain partners.

• Ensure a professional image of CBRE is presented to client, 3rd parties and visitors, and ensure excellence in customer service is delivered and always promoted.

• Communicate effectively and build/maintain relationships at all levels within the workplace and with CBRE support points of contact.

• Undertake all training as required (e.g., QHSE, First Aid, Customer Service, etc).

• Adhere to all fire safety test procedures and to assist in the Weekly Bell test and the evacuation process in the event of fire.

• Ensure integrity of financial transactions for the contract. Create accurate POs in a timely manner and review/process supplier invoices using the CBRE Financial system in conjunction with your line manager.

• Actively participate in the Operations and Finance meetings with your line manager.

• To undertake any other relevant ad-hoc duties as and when required.

• Light admin support required for VP’s (calendar support / room booking etc)

PERSON BEHAVIOURS

• Organised (and ability to plan) - Works in a structured way. Thinks ahead to prioritise workload.

• Logical - Works in a clear and consistent manner.

• Attention to detail - Thorough in carrying out a task, with a high degree of accuracy.

• Assertiveness - Confident and effective in putting across point of view to others.

• Persistence - Does not let issues go; follows up on issues through to resolution.

• Customer and team focus - Puts customer and team needs first; always considers impact of actions on customer and team.

SKILLS AND REQUIREMENTS

• Strong experience in an FM or related services environment

• Good knowledge of Facilities Management SLA's / KPI's

• Experience in dealing with suppliers / contractors

• PC literate - Microsoft suite

• Good understanding of FM service contracts and negotiations

• Strong communicator with confident oral and written skills

• Good administration skills with an eye for detail

• Strong customer service ethic

• Team player mind-set

• Ability to work to pressured deadlines and take on challenges when required

• Previous experience in working with executive teams, along with experience in organising and overseeing meetings/events advantageous.