Workplace Service Desk Coordinator

Job Summary Hi, we're Host We believe your office should allow you to feel comfortable, productive and inspired in your working life. Because when people feel inspired, great things happen As the heart of the workplace, you will help foster a sense of community by putting the well-being of others at the forefront. As you collaborate with colleagues to create a culture of support, you will have countless opportunities to inspire moments of delight and pursue amazing outcomes each day. With Host, you can join a team that elevates the office experience by delivering world-class services that make coming to work better than it's ever been. The Workplace Service Desk Coordinator is actively involved in the daily operations of our offices and are at the forefront of delivering a positive workplace experience. In this role, you would provide exceptional service and support personal productivity, and organizational effectiveness. This role is site based and may depend on client requirements which vary from time to time. As part of a wider 'front-of-house' team, the Workplace Service Desk Coordinator is responsible for creating a supportive and comfortable atmosphere by assisting the CBRE Facilities and Workplace Experience teams in managing and supporting all colleague facing services. Essential Duties and Responsibilities Provides coordination and administrative support for delivery of Workplace Services. Services include, but are not limited to: Support with Community Engagement events. Facilities Service Desk & Work Task Management. Parking & Commute. Reporting. Office Supply Management. Moves, Adds & Changes. Support with Workplace onboarding. Car Parking Management. Responding to colleague queries. Responds to colleague service requests, enquiries and complaints promptly with accurate and thorough information according to the specific request. Provides coordination and support for delivery of the solution to ensure a positive colleague experience. Receives all incoming calls, emails and SLACK messages from colleagues, support teams and key stakeholders and dependent on the nature of the request is responsible for directing it to the most appropriate channel, raising a work order or simply helping the colleague with information. Maintains awareness of the workspace. Raises housekeeping and maintenance work orders as needed and/or communicate with appropriate partners to address issues. Responds to customers on behalf of other team members (e.g. Facilities, Space Management, Housekeeping and Workplace Experience teams). Utilizes and maintains integrity of databases, supports data entry of required reports and other digital tools associated with service delivery, as requested. Follows security and emergency procedures as defined for the properties. Responds to emergency situations in a calm and efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures. Collaborates with vendors who provide services and goods. Assists in the completion of the Service Business Continuity plan. Willing to support the first aid and fire warden requirements with the completion of recognized trainings. Managing all car parking related queries and parking management in our Sussex Campus. Provides support for the Workplace Experience team as directed, including, meeting coordination, office and workplace experience equipment care, and supply management. Manage the colleagues request through outlook and slack. Responds to customer requests and complaints regarding Workplace Experience services in timely manner. Contact relevant personnel for troubleshooting complex issues. Help to coordinate enterprise-wide initiatives. Tracks questions and responses, provide feedback to respective parties with frequently asked questions or additional support colleagues may need. Promote/market events internally to drive colleague engagement. Be a local expert and a gateway for colleagues to connect with the surrounding community. Build a portfolio/network of local contacts (food, arts, culture etc.) Stay abreast on news and events in the region and share them with colleagues. Support supervisors in capturing data for all reporting and budget and accounting Reconciliations. Act as first point of contact for all colleagues regarding site, services and amenities information. Will direct colleagues to appropriate team if unable to solve/support/triage. Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach. Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit. Education and Experience NVQ level 2 or Diploma in any discipline required. A minimum of 2 years' of front desk, concierge, switch board, helpdesk, customer service or other hospitality experience is preferred. Communication Skills Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine checklist reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees. Comfortable meeting and engaging with new people. Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help. Financial Knowledge Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages. Behavioural Requirements: Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service Drive for Results: able to go the 'extra mile' to achieve tasks, objectives, and targets. Demonstrates good attention to detail across all areas of work Teamwork: able to work together with colleagues to pool skills, ideas and resources to achieve objectives and resolve problems Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify Planning and Organising: able to work to important deadlines and manage time effectively Reasoning Ability Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. Ability to work under pressure and quickly Ability to manage different tasks at the same time Follow the processes in place Other Skills and/or Abilities Fluency in English - this role requires daily communication, both written and verbal, in English, therefore the spoken and written fluency is necessary Strong skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc. Comfortable with and embracing of new technologies and digital tools; such as Apps, databases, financial management, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications. Best candidates will have a genuine interest in in anticipating and serving the needs of others. A warm demeanor and desire to collaborate with others is key. Be punctual and respect of the deadline for any inquiries Scope of Responsibility Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor. Safety Complete at a satisfactory level all required and assigned HSE training. Follow all activity policies and procedures, including all HSE related requirements at all times. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc. Report any condition which you feel could result in an accident or injury and / or stop work if required.