Facilities Coordinator

Facilities Coordinator

This role is responsible for coordinating all aspects of operational delivery and client relationships for the client site. You will have full responsibility for any facilities and workplace services, your client's satisfaction and service experience, and their commercial performance. You will become the heartbeat of the office, living and breathing the client's core values, and striving to achieve their mission throughout the office. This role is very client facing, representing the workplace team throughout the day with employees, managing their requests, questions, and workplace experience needs.

The most important aspect is the right attitude that will be focused on teamwork and achieving success. Experience level may vary, and depending on experience level, this role may be a Community/Workplace Associate or a Community/Workplace Coordinator.

What will you be doing?

• Be on-site five days per week in Downtown Durham.
• Occasional weekend, after, or before normal business hours work.
• Delivering a full-service operation that feels like a 5-star hotel experience.
• Event management: you will play a key role in supporting and organizing companywide events and townhalls.
• Creating a welcoming and collaborative workplace through proactive management and by building an outstanding relationship with all key stakeholders.
• Proactively ensuring the workplace is fully operational, and processes are running smoothly.
• Retaining talent through an office environment that is inclusive, vibrant, and has excellent service.
• Ensuring soft facilities services are delivered to specification and planned / reactive activities meet SLEs and agreed process, cost, and reporting requirements. Making interventions as required.
• Support with whatever is needed to ensure all facilities services are managed effectively for a welcoming, safe, and functional environment.
• Creating excellent relationships with outsources or client's suppliers, driving performance, communication, and motivation.
• Managing landlord services and third party / tenant relationships, ensuring service charge obligations are met.
• Providing accurate and useful monthly / quarterly internal / external reporting.
• Responsibility for commercial activity on your portfolio: reviewing and scrutinising costs, assessing value, need, and priority. Seeking approval from clients for recharges with confidence and understanding.
• Ensuring adherence to all regulatory compliance and EH&S requirements.
• Ordering items for client use and Instant use.
• Logging helpdesk jobs and providing reactive and planned reporting - ensuring follow up and proactive management of jobs.
• Liaising with suppliers and members of the broader outsourced team including cleaning and maintenance teams.
• Undertaking regular quality checks / audits and ensuring customer satisfaction.
• Any other ad hoc duties required supporting the employee journey and delivery services.

What experience are we looking for?

• Experience with hospitality or customer service background is required.
• Experience with facilities management is preferred.
• Experience in managing effective and positive relationships with outsourced suppliers.
• Excellent verbal and written communication skills is required.
• Experience creating operational reports for external stakeholders: experience in Excel and Power Point are required.
• Self-motivated and driven with a "yes" mentality: keen to drive improvement.

What skills do you require?

• Aligned with the following: play to win, help each other grow, solve it together, own your outcome.
• A natural and confident communicator, with exceptional interpersonal skills and the ability to build relationships at all levels.
• An enthusiastic, personal, and proactive approach to service delivery and customer satisfaction.
• Resourceful, innovative, and detail oriented.

What's in it for you?

• Competitive pay scales reviewed annually
• Discretionary annual company bonus
• Private healthcare and life cover
• Reward Gateway (discounts!)
• Wellbeing Centre
• Global Employee Assistance Program
• Generous referral bonus
• Laptop / tech provided

At The Instant Group, we prioritise our people and our clients. We are committed to fostering diversity, equality, and inclusion, providing equal opportunities in all aspects of employment. Our goal is a workforce that truly reflects society and our customers, creating an environment where every employee feels respected and empowered. When hiring or promoting from within, we see diverse experiences from a variety of backgrounds and welcome all applications regardless of age, gender, race, ethnicity, sexual orientation, religion, disability status or any other dimensions of diversity.