Facilities Coordinator

Macro is a recognised global specialist in facilities management, providing cutting‑edge services to some of the most prominent brands offering workplace design, helpdesk services, interim property management, and providing solutions to making buildings healthier, smarter and sustainable by using advanced technological solutions. We are driven by a commitment to excellence in everything we do. Our values—Drive for Better, Delight Customers, Do What’s Right, and Develop People—shape our culture and guide our decision‑making. Our strategic priorities focus on Everyday Excellence, Outstanding Experience, and Everlasting Impact. Join our team to contribute to an organisation that prioritises innovation and technology. Experience the perfect blend of opportunity and community, where you will benefit from a supportive and people‑focused culture.

About the Role

In this role, you will deliver everyday excellence by supporting the Customer Service and Front‑of‑House functions, ensuring an exceptional experience for all customers, visitors, and building users.

The role is responsible for managing customer enquiries, resolving issues efficiently, overseeing the logging and progression of tasks, and supporting Building Support Officers to ensure service delivery meets agreed Service Level Agreements (SLAs).

In addition, the role provides day‑to‑day support and coordination of the Front‑of‑House team, driving high standards of performance and customer care. The position also has responsibility for the effective coordination of facilities management at Community Hubs, ensuring they are well‑maintained, and aligned with business and customer needs.

Through every interaction, whether by telephone, email, in person, or through operational support, the postholder will champion a customer‑first culture, consistently deliver positive outcomes and create lasting impressions that enhance the reputation of the organisation.

Key Responsibilities

Reception & Front‑of‑House

• Serve as the first point of contact for all visitors, providing a friendly, professional, and efficient reception experience while ensuring the reception and lobby areas are clean, organised, and welcoming.
• Manage visitor sign‑in processes, incoming calls, enquiries, and email correspondence, ensuring visitors and guests receive appropriate information, badges, and hospitality.
• Monitor team performance and service standards, ensuring a consistently professional and customer‑focused experience.
• Coordinate Front of House rotas across all hubs, manage planned annual leave and absence cover to ensure appropriate coverage.
• Act as the first point of contact for Front‑of‑House colleagues, providing guidance and support on operational queries and escalating issues to the Operations Manager where necessary.
• Support the onboarding and training for new Front of House colleagues.

Customer Service & Delivery

• Manage customer enquiries, service requests, and complaints, ensuring they are logged, monitored, and resolved within agreed Service Level Agreements (SLAs).
• Monitor outstanding tasks and coordinate with relevant teams to ensure timely completion, efficient resolution, and customer satisfaction.

Community Hubs

• Coordinate maintenance activities, inspections, contractor visits, and service provision across community hub locations.
• Build and maintain positive relationships with hub users, stakeholders, and community groups, monitoring utilisation, operational performance, and customer feedback to identify improvements.

Meeting Room & Event Coordination

• Manage meeting room bookings and ensure spaces are prepared, equipped, and allocated efficiently for internal and external meetings and events.
• Coordinate catering, refreshments, and special requirements, resolving last‑minute changes or issues to ensure meetings and events run smoothly.

Office Operations & Supply Management

• Monitor and maintain stock levels of office supplies, stationery, consumables, and equipment, processing purchase orders and liaising with suppliers to ensure timely delivery.

Facilities & Maintenance Support

• Act as a point of contact for building maintenance, repairs, contractors, and facilities‑related matters across hubs and community locations.
• Coordinate with external contractors and act as the liaison between hub users, contractors, and support teams, ensuring relevant safety, quality, and site requirements are met.
• Monitor and report on service delivery standards across all managed locations.

Health, Safety & Environmental Compliance

• Support workplace inspections, audits, and compliance activities covering first aid, fire safety, and security, and other health and safety requirements.
• Maintain relevant documentation, including risk assessments, safety reports, contractor records, and incident logs, and support emergency procedures.
• Promote environmental best practices, including recycling and energy saving initiatives.

Operational Support & Reporting

• Contribute to monthly and quarterly operational reports, providing updates on building issues, supplier performance, and general office activity.
• Support internal teams with administration, scheduling, and coordination working closely with the Operations, HR, and Facilities teams to enhance workplace experience and service levels.
• Prepare and present operational, customer service, and community hub performance reports, identifying opportunities to improve customer experience, operational efficiency, and service delivery across all managed locations.
• Support budget monitoring and expenditure control relating to Front‑of‑House operations and community hub activities.

About You

The ideal candidate will have:

Knowledge

• Excellent time management
• Strong customer service skills
• Excellent written and verbal communication skills, ensuring messages are received and understood
• Strong decision‑making skills
• Excellent organisational skills
• Strong Microsoft Office skills, particularly MS Excel

Behaviour

• Committed to delivering a customer‑focused service that meets varying stakeholder requirements
• Conscientious approach to customer service and delivery
• Trusted communicator
• Ability to work on own initiative while remaining a team player
• Strong people focus and approachable manner
• Flexible and organised approach
• Clean driving licence

Diversity Statement

We want to create a workplace where everyone feels safe to bring their whole selves to work. We recognise that every individual has different needs. This is Meis Macro’s EDI campaign, a commitment to understanding and supporting those needs, both professionally and personally.

Our aim is to help identify and acknowledge individual needs that may impact work‑life experience. It’s about being proactive, learning from one another, and creating a supportive space that encourages growth and productivity.

Should you need to discuss any reasonable adjustments or require guidance about our recruitment process, please contact careers@macro-group.com to speak to a member of our team. #LI-DNI

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