The Facilities Helpdesk Lead plays a pivotal role in ensuring the seamless, efficient, and effective operation of the groupe’s facilities teams resources. This position is responsible for the comprehensive management of the groupe Helpdesk and all Reception functions, ensuring that all internal and external requests are resolved promptly and effectively.
Crucially, this role is dedicated to providing a world-class client experience to every stakeholder. As such, the Facilities Operations Lead is at the forefront of problem-solving, managing time driven client demands, and consistently delivering exceptional service, often in a dynamic and fast-paced environment.
Who We're Looking For: Your Profile
We are seeking a proactive, highly organized, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.
Helpdesk & Service Management Excellence:
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Serve as the primary point of contact (POC) for the Group's helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction.
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Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet and exceed Service Level Agreements (SLAs).
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Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery.
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Continuously familiarize yourself with helpdesk and reception functionalities to provide expert guidance and ensure operational efficiency.
Team Leadership & Operational Oversight:
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Provide effective line management, coaching, and performance oversight for all Resources Helpdesk and Reception staff.
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Maintain a thorough understanding of daily work schedules and rotas for all direct reports, optimizing team performance, coverage, and resource allocation.
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Oversee and ensure seamless execution of reception duties and resource provisioning across multiple London sites.
Front-of-House & Access Control:
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Assist in the management of the TVC Publicis access control system, including the efficient issuance and deactivation of access passes and liaising with Estate security.
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When performing reception duties, meticulously prepare access passes for all pre-booked guests and proactively communicate updates on host availability, ensuring a professional and positive visitor experience.
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Maintain an accurate and up-to-date database of VIPs, senior executives, and Directors, including critical contact and preference information.
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Regularly update and refine the reception manual, detailing procedures, occupancy, key responsibilities, and duties to ensure consistent, high-quality service.
Event Support & Facilities Coordination:
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Coordinate and support the setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision.
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Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.
Compliance & Adaptability:
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Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment.
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Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis.
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Be prepared to provide essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.y
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Undertake additional duties and ad hoc projects as reasonably requested by management, contributing to overall team objectives and adapting to changing priorities.
Accountabilities:
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Deliver Exceptional Client & User Resolution: Accountable for the prompt, effective, and client-centric resolution of all helpdesk and reception-related issues, consistently ensuring high levels of satisfaction and minimal operational disruption.
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Ensure Seamless Operational Planning & Service Reliability: Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs).
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Cultivate a High-Performing Service Team: Accountable for the effective leadership, development, and motivation of the reception and helpdesk operatives, fostering a proactive and highly responsive team that consistently meets and exceeds operational service objectives.
Essential Experience & Qualifications:
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Service Excellence Background: A minimum of 2 years of recent, dedicated experience in a corporate service reception/ helpdesk role, or a similar high-volume service delivery role.
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Operational Software Proficiency: Demonstrated proficiency with Microsoft Office Suite (Outlook, Word, Excel), including advanced skills in calendar and meeting room booking systems.
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Facilities Coordination: Experience managing complex schedules, conflicting demands, and resource allocation to ensure seamless operational flow.
Essential Skills & Competencies:
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Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues (e.g., calendar booking clashes, client resolutions) with creative "outside-of-the-box" solutions, ensuring minimal disruption and maximum satisfaction.
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Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment with a constant flow of requests, confidently triaging and prioritizing tasks to meet tight deadlines.
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Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport, managing expectations, and conveying information clearly and professionally at all levels.
- Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs, consistently striving to exceed service expectations.
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Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks from guest registration to calendar management and complaint resolution.
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Organizational Prowess: Strong organizational skills, with the ability to effectively manage multiple calendars, competing requests, and various administrative tasks simultaneously.
