Job Purpose:

Responsible for the delivery of services and processes supporting the core business and to provide the most suitable working environment for employees. To provide best practice, to improve efficiency by reducing operating costs and increasing productivity within Facilities Management . This role will provide both strategic planning and day-to-day operations, particularly in relation to the premises and to ensure customer satisfaction targets are achieved in the most efficient manner. To act as primary contact for all matters relating to service for the day-to-day operation of the building

Key Tasks:

Delivery of ‘best in class’ Customer Service and Satisfaction

First line contact for all internal/external customers, contractors and visitors

Working with the wider team, management of CBRE contractors on site

Health & Safety – Risk Assessments & Method Statement analysis, DSE assessments, Incident Marshalls 

Perform regular building inspections 

Ownership of meeting rooms

Working with Security, management of staff and visitor badges

Working with the wider team, management of mail services for the building

Operational month end reporting 

Customer Service - 

Ensure a professional image of CBRE GWS is presented to clients and visitors, and ensure excellence in customer service is delivered and promoted at all times

Establish and maintain a good working relationship with the client representatives, Associates and co-workers

Excellent communication skills

Ability to work as part of a team or alone as required

Ownership of the management of meeting room bookings, maintenance, set ups, AV checks

Point of contact for established services and all other reactive and ad-hoc services

Co-ordinate the process for work requests: Planning and co-ordination of all works/services with the team through daily morning phone calls

Support of incidental works and other new works programmes including FM elements of churn / local moves

Own and complete daily Workplace Inspections process; raise Service Requests; ensure satisfactory closure of each SR

Management and maintenance of key site documents to include EHS, statutory requirements and reporting

Provide all services in a prompt, efficient and professional manner to both internal and external customers

Maintain regular contact with Contract Lead, consult on key decisions and advise of incidents, escalations and complaints  

Recommend improved ways of working to achieve goal of continuous improvement

Input to monthly reports

Work within the requirements of the CBRE GWS Health & Safety policy, ensuring all non-conformances and opportunities for improvement are reported to the Facilities Management Team

Maintain log books and check / sign in sheets in conjunction with Security – visitor passes / access rights 

Maintain an up to date list of current employee and contractor (temporary staff) emergency contact information.

Own efficient mail service – incoming and outgoing

Carry out any other reasonable requests and duties when required

Ensure complete Annual Leave handover preparation / no open-ended items

Customer Satisfaction, Communication & Networking -

Provide effective communication with colleagues to ensure customer expectations are met and/or managed to meet the client’s Service Level

Communication of business activity to building occupants, relevant business unit managers and users to achieve high credibility

Client representatives and Customer liaison 

Possible Landlord liaison

Possible BUG (Building User Group) liaison

Environmental, Health & Safety - 

Ensure the provision of a safe & healthy working environment, and ensure compliance with all company policies and procedures, as well as client site policies, procedures and working arrangements

Maintain a safe environment ensuring good levels of housekeeping are maintained in the building and surrounding areas

Report unsafe activities / risks promptly

Report accidents in a timely manner and in accordance with company policy

Maintain & Update the CBRE e-Logbooks in conjunction with site engineers

Client Requirements- 

Assist with Incident / Near Miss and S3 Conversation reporting and data capture within EHSphere. (from restocking forms to data capture / monitoring)

Assist with planning and  meeting delivery of S3 Conversation programme (Ipsen site KPI)

Support EHS & Wellbeing (CSR) site functions to deliver Wellbeing calendar, events and scheduled audits. 

Arrange annual Lab worker Health Surveillance appointments (x40 appointments).

Coordinate and take Minutes of Environment, Health & Safety Committee (EHSC) including EHSC Actions

Assist with Induction processing of Access Authorisation and Induction Checklists and online IHASCO safety training

Finance -

Provide cover for the raising of Purchase Orders 

Undertake raising of EW (Extra Works) for chargeable and non-chargeable items, ensuring audit trail of approvals is maintained

Ensure Purchase Order compliance (no-Post Factum works)

Understanding, management and reporting of service line budgets 

Client Requirements- 

When requested raise Purchase Orders/ Commitment Requests using K2/P2P client process to ensure timely invoice payments to Ipsen Suppliers for Office / EHS / Facilities. This will include Office payment card reports

Facilities-

Client Requirements- 

Collating utilities / energy data for end of month reporting. 

Assist with ensuring Ipsen Facilities Helpdesk tasks are raised /  tracked to closure within CBRE reporting tool (Concept).

Communications / Events

Minute Site Event meetings and coordinate event details / logistics / IT Audio visual / catering requirements to CBRE/ Catering / Front of House as required for efficient event delivery

Recording & reporting data relating to site attendance.

Update the Milton Park signage boards with Menus, Visitor information, Event Notices/Welcome messages etc .

Update the Milton Park intranet site with EHS & Facilities information.

Using MS Teams to share ‘chat’ relating to site events and activities

Maintain Microsoft Outlook Calendar for all Visitors attending site.

Raise occasional PR/CR purchases when requested.