Office Administrator & Customer Service Specialist in Birmingham

Job Purpose: The Workplace Experience Support Specialist is an exciting role that combines a variety of activities traditionally performed by separate teams. As a Workplace Experience Support Specialist, you will deliver exceptional workplace and guest experiences to our customers. This is an opportunity to broaden your skill set to incorporate everything you need to support our customers and provide them access to the services, spaces, and support they require to be compliant, comfortable, and safe. The One Team Hub will be the focal point for access to these services, spaces, and support.

Central to the customer experience and productivity in every office, the role encompasses a range of guest welcome, meeting and event management, floor management, workplace support, compliance, and document and logistics information management.

Duties and Responsibilities:

• Guest Welcome and Support: Birmingham has dedicated welcome teams, but you may be required to support them on occasion with various guest services. Consistently deliver exceptional customer service, anticipating the needs of both visiting clients and office-based staff, and going above and beyond to ensure their needs are met. Maintain vigilant awareness of security procedures such as penetration tests and tailgating prevention, ensuring all guests are appropriately hosted and displaying visitor badges at all times.
• Room Bookings Support: Support the coordination and monitoring of client meeting room and event space bookings to ensure a seamless user experience. Liaise with catering suppliers to support any catering requests for meeting rooms if required, providing support and guidance to those using the service.
• Events Operations and Support: Provide events service support including events creation, allocating the most suitable space, agreeing seating plans, and room layouts with any hospitality requirements. Ensure that 24-hour booking confirmations are sent out to all requesters/hosts for meeting room bookings where applicable. External visitor management to maximise the event experience. Troubleshoot client and visitor problems using research and problem-solving skills. Work with the central events team as required for multi-site events.
• Floor Management and Space Ownership: Carry out regular checks of meeting rooms, floors, client lounges, lobby areas, and cloakrooms to ensure all client areas remain clean and tidy. Keep abreast of the AV and IT facilities available within the building to help respond to client requests and queries. Complete floor and meeting room checks each morning with faults reported. Report faults and ensure all faults are addressed/resolved/updated. Act as the contact point for all services. Carry out scheduled service hub checks across floors and replenish as necessary. Support utilisation of smart lockers and lock and key lockers within agreed procedures.
• Workplace Support & Compliance: Be a key part of the Workplace Experience team. Support the Workplace Experience Manager and/or Deputy in all things facilities management. Support internal and external audit and investigation activity as directed by WEM. Support new joiner activities including DSE checks. Support WEM/Deputy WEM with planned evacuation activities, coordination, and checks. Extended responsibilities for equipment safety checks and asset tag checks.
• Courier Management, Mail and Parcel Services: Action requests for interoffice, domestic, and international couriers received through SNoW in line with agreed procedures. Dispatch standard and tracked mail items in line with agreed procedures.
• Print Support Services: Respond to ServiceNow print requests for print and collection/dispatch (certain offices only). Support with print finishing requests. Follow info sec processes - electronic file deletion and securing uncollected hard copy print.
• One Team: Support and work closely with other One Team suppliers. Promote a One Team approach ensuring a consistent service is provided throughout all our services. Proactive completion of ten-second tasks, and coordination with the wider One Team for seamless service delivery.

Candidate Skills and Experience:

• Experience in workplace services, facilities, hospitality, or front-of-house roles.
• Strong customer service and communication skills, with confidence engaging at all levels.
• Competent in Microsoft Teams, MS Office, ServiceNow, and EMS or equivalent workplace technologies.
• Ability to support AV, IT peripherals, and office equipment confidently.
• Well-organised and adaptable, with the ability to balance planned and reactive tasks.
• Adaptable, able to respond to all queries and incidents to react quickly and support the Workplace and One Team.

Health and Safety Responsibilities:

• Report any deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
• Work equipment and PPE to be used properly in accordance with all training received.

Equal Opportunities at SPS: We are proud of the progress we've made in building a truly inclusive workplace where equal opportunity is more than a principle; it’s a commitment in action. We have an ambitious equality, diversity, and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients. We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve. We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.