Workplace Service Officer

Workplace Services Officer, London

3 month Fixed Term Contract

 

Summary

 

Deliver consistent and customer focussed facilities management services to all business colleagues and guests to Pay.UK premises. Maintain a safe and operationally effective office environment in line with service level agreements to the satisfaction of internal customers, liaising with the supply chain where required. Work in partnership with other members of the facilities management team to ensure the smooth and uninterrupted provision of Pay.UK corporate office services. Contribute to a continual improvement approach to delivery of facilities management services.

 

Key accountabilities

 

• Undertake all relevant FM operational services activity
• Undertake regular building inspections, reporting and actioning of daily tasks as a result including all demised meeting rooms and office spaces
• Pro-actively respond to and administrate all FM helpdesk requests against SLA prioritising urgent items
• Maintain all required administrative information including Standard Operating Documentation
• Deliver high customer service and customer satisfaction at all times
• Support hybrid working environments at the Pay.UK corporate office
• Support and help to implement change programmes such as internal or external moves or introduction of new services or tooling
• Be a qualified or trained first aider and support incidents
• Able to manage fire evacuation and support fire marshal duties
• Support external guests and meeting room services including any catering service requirements
• Oversee /escort contractors ensuring full permit to work arrangements are met
• Support all waste management services
• Ensure cleaning operatives are providing agreed and programmed cleaning services including daily housekeeping
• Ensure all meeting rooms are maintained with a high standard of housekeeping at all times
• Support colleagues with Audio visual or video conference enquiries, reporting equipment failures to IT Helpdesk or providing guidance for use where asked
• Raise purchase orders and administrate invoices from a range of FM suppliers ensuring accuracy of billing and timely processing
• Support procurement activity and performance management of supply chain as directed to ensure uninterrupted service level agreements
• Undertake incoming / outgoing post service activity, all restocking and portering services as required
• Ensure familiarity with all FM technology tools and equipment (be the SME) and promote innovation and continuous improvement within the team
• Produce all management information (MI) data requested by FM using available technology tools
• Work across a range of shifts to support business operational need and fulfil occasional weekend working with reasonable notice (at agreed rates)
• Liaise with the landlord agents estate team on all safety requirements (permits to work, RAMS etc) or to escalate landlord helpdesk requests through to completion
• Operate and follow safe working practices at all times and ensure contractors follow all safety requirements without fail
• Support health and safety induction arrangements for new colleagues
• Maintain all required safety qualifications (supported by the company)
• Incident Management Support (Bronze)
• Develop sufficient capability in order to deputise for FM for Incident Management Support (Silver)
• Develop and maintaining knowledge and capability in order to be able to deputise for the FM in emergency or planned absence period on request
• Communicate activity and share departmental knowledge with other Facilities Assistants (and team members) to ensure team is able to work cross-functionally, maintaining departmental operating documentation to ensure this is up to date

 

Skills, Experience & Qualifications

 

• Demonstrable experience delivering successful facilities management services in a corporate office environment to pre-agreed service level agreement including performance supervision of FM supply chain.
• Ideally be working towards a professional qualification in Facilities Management (IWFM or equivalent).
• IOSH Managing Safely certificate.
• Demonstrable understanding of risk assessment and risk management in regards safe working practices.
• Organised and able to manage your own time effectively and efficiently to ensure all planned and unplanned tasks are completed on time.
• Demonstrable experience delivering high customer services to a wide range of internal and external customers
• Able to work collaboratively as part of a small, flexible team within an intelligent client FM service model, effectively utilising FM tools to drive efficiency.
• Good stakeholder management skills providing a positive representation of the FM department in all matters.
• Appropriate level of oral and written communication skills to support customer service levels.
• Problem solving skills using a ‘can do‘ approach but also able to work pro-actively to avoid service issues escalating to complaints.
• Able to support and manage change confidently and positively drawing on previous experience in similar workplace environments.
• Able to work flexibly between 08.00 and 18:00hrs and occasional weekend working. This role requires attendance at our corporate office daily due in order to meet the responsibilities and duties involved.

At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.

 

About Us

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.

From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.

Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK's retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.

Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

 

 

Benefits & Additional Information

• 12% Non-contributory pension
• Discretionary annual bonus 
• 30 days annual leave (excluding bank holidays)
• Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
• Employee assistance programme
• Cycle to Work Scheme
• Season ticket loan
• Annual fitness subsidy of up to £500 per annum
• Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)

Please note: Benefits for FTC roles may vary