The Facilities Co-ordinator role is the supervisory role supporting the Account Manager and Soft Services team.

Supervising and leading the team of 9 Facilities Assistants (FAs) to ensure day-to-day activities are completed on time

Supporting adherence to department KPIs

Driving a “right first time” approach

Main duties

Effectively lead the FA team to drive the service delivery forward positively, with a lead by example approach (leadership experience is advantageous)

Conduct daily audits of morning floor checks and ensure all are logged appropriately to adhere to KPI targets

Complete regular joint floor audits with Google Deepmind Workplace Co-ordinators

Monitor FA workload via the GUTS ticketing system, to ensure even distribution of tasks and completion within agreed SLAs

Provide training and support for new starters within the FA team

Run daily operational stand-ups with the FA team

To oversee and support the FA team completing administration duties such as the quotes/PO process and permit co-ordination.

Provide cover within the FA team when planned and unplanned absence require

Regular stationery and First Aid box / Defibrillator audits and complete stationery / first aid orders

To ensure Facilities Assistants take responsibility for allocated floor areas

To be a first point of contact for Google DeepMind Workplace Managers / Events / AV / Systems teams escalating issues or requesting support

To be a first escalation for the FA team for issues and requests

To ensure FA team are following Health and Safety and Environmental procedures.

To ensure that the site rules are enforced.

Escalate any faults and issues to the relevant service partner that have been raised but not actioned

To work as part of the soft services team and multi skill in all positions including, but not limited to, soft service support team andevents.

Provide facilities orientation to all new hires ensuring all relevant resources are shared.

Review and resolve outstanding ticket requests in a timely manner. Route issues and requests to the correct resource, track progress and document resolutions.

Research questions and solutions using available information resources, advising team of the appropriate actions.

Identify and escalate situations requiring urgent attention to Workplace Experience Manager.

Maintain facilities-related pages on shared drive, updating information.

Lead on all event requests.

Ensure ticket and email responses are customer focused, professional and friendly.

Provide an outstanding customer journey.

Develop an understanding of how to build and maintain client, customer and supplier relationships.

To have a full working knowledge of the building including all services.

Full understanding of the scope of the post room to allow Supervision of the mail service (outgoing and incoming couriers and Royal Mail, outgoing and incoming internal post, sorting and distribution of all mail and mail items to the relevant Google DeepMind teams, forwarding of any misdirected mail to relevant branch).

Any other reasonable request made by a Mitie manager.

Person Specification

Effective team leadership skills with the ability to motivate, lead by example, effectively delegate and multitask

Ability to work within a fast paced environment

Customer focused approach

Problem solver who strives for exemplary service

Strong communicator able to manage different team members in individual ways 

Team player

Exceptional IT skills, including in using Google suite packages

Educational and vocational qualifications in line with a Customer Service role

Knowledge of Maximo or similar CAFM system/Knowledge of SAP is advantageous 

A knowledge of the hard services and facilities management sectors is desirable