Front of House and Facilities Manager

The Front of House and Facilities Coordinator will be the first point of contact for visitors, trainees, and staff at Terapia, ensuring a warm, professional welcome and efficient day-to-day operation of the building. This dual role combines reception/front of house duties with responsibility for coordinating facilities across the site, supporting safe, well-maintained, and accessible environments for staff, trainees, and visitors. The post-holder will balance excellent interpersonal and communication skills with practical, hands-on responsibilities in facilities management. They will contribute to Terapia's mission by helping to maintain a welcoming and safe space for therapeutic training and services, ensuring high standards of professionalism, health and safety, and operational efficiency.

Main Responsibilities

• Front of House

• Provide a welcoming, professional, and inclusive reception service for visitors, staff, and trainees.
• Manage enquiries by phone, email, and in person, signposting appropriately and maintaining confidentiality.
• Ensure the main reception and phoneline are adequately staffed at all times, providing consistent cover and professional service.
• Oversee the processing of room booking payments, ensuring accuracy and timeliness.
• Support room bookings, visitor sign-in/out, and ensure spaces are prepared for meetings, training, and therapy.
• Assist with administrative tasks including post-handling, maintaining records, and supporting events.
• Ensure a professional image of Terapia is maintained at all times through excellent customer service and presentation.

• Maintain a professional and welcoming reception area at all times, ensuring it is tidy, accessible, and stocked with relevant materials (e.g., brochures, sign-in sheets).

• Provide practical assistance to trainees, clients, and visitors, including directions, accessibility support, and refreshments when required.

• Support the smooth running of training courses and events by assisting with set-up (e.g., AV equipment, seating, refreshments) and welcoming participants.

• Maintain an accurate schedule of room usage for therapy, training, and meetings, avoiding conflicts and ensuring clear communication with staff and trainees.

• Handle petty cash and card payments for services/room hire in line with financial procedures.

• Ensure phone and email enquiries are managed promptly, messages passed on accurately, and follow-ups logged.

• Monitor visitor entry/exit and ensure safeguarding procedures are followed (e.g., visitor badges, sign-in/out).

• Escalate urgent queries (e.g., safeguarding, building issues) to the appropriate manager without delay.

• Uphold confidentiality in all interactions and represent Terapia positively at all times.

• Support fire safety, first aid, and health and safety processes (training provided as required).
• Keep records of inspections, risk assessments, and compliance checks (e.g., fire alarms, PAT Testing, Legionnaires checks, Water Temperature Checks).
• Maintain building security systems (keys, fobs, alarms etc.).
• Develop and Maintain Site handbooks for all personnel (staff, trainees, visitors etc.).
• Liaise with contractors and suppliers for maintenance, cleaning, and other facilities-related services.
• Assist with coordinating office moves, equipment, and supplies as required.
• Support senior leadership team members in managing facilities budgets, invoices, and supplier contracts.
• Monitor and liaise with the contracted cleaning service to ensure agreed standards and tasks are consistently met.
• Contractor Liaison

• Maintain good working relationships with external contractors (e.g., cleaners, maintenance providers, security) and monitor service delivery against agreed contracts.

• Support the development and monitoring of planned maintenance schedules (e.g., servicing of boilers, lifts, alarms, and emergency lighting).

• Ensure statutory checks (PAT testing, gas/electrical safety, fire safety systems) are carried out on time and records maintained.

• Promote energy efficiency and sustainability practices across the building (e.g., recycling, responsible use of utilities).

• Contribute to business continuity planning, including evacuation procedures, incident reporting, and emergency response readiness.

• Keep an up-to-date inventory of key equipment, furniture, and facilities assets.

• Assist in reviewing suppliers for cost-effectiveness and value for money, sourcing quotes where needed.

• Ensure accessibility and safety considerations are in place for all staff, trainees, and visitors, including those with additional needs.

• Contribute facilities-related data for management/Board reports, highlighting risks, issues, and improvements.

Person Specification

• Essential:

• Experience in a facilities, reception, or office coordination role.
• Strong communication and interpersonal skills with a professional and welcoming manner.
• Good understanding of health and safety in the workplace.
• Good IT skills; confident using Microsoft Office (Word, Excel, Outlook).
• Strong organisational skills and ability to multitask effectively.
• Comfortable handling basic manual tasks (e.g. moving boxes, minor repairs).
• Ability to work independently as well as collaboratively within a team.
• Commitment to Terapia's values, safeguarding, and mission to support children, young people, and families.

• Experience working in a therapeutic, educational, or healthcare environment.
• Fire Warden and/or First Aid training (or willingness to train).
• IOSH Managing Safely qualification.
• UK driving licence.

• Friendly, approachable, and professional presence.
• Diligent, reliable, and proactive with a can-do attitude.
• Calm and organised, able to respond well to competing demands.
• Committed to creating safe, accessible, and welcoming environments.

Applications can be made by sending your CV and a formal letter explaining how you are suitable for this position. Please note that only successful candidates will be contacted.