Facilities Coordinator

About the Role & Team

Be you, be here, be part of the story! At The Walt Disney Company, magic is more than just a word; it’s a way of life. For a century, we’ve been inspiring imaginations, celebrating diversity, and bringing families together through our beloved stories, characters, and experiences. From our iconic theme parks and resorts to our groundbreaking films, television shows, interactive media and products, we’re dedicated to creating magic that knows no bounds.

We are looking for an experienced Facilities Coordinator to make a meaningful impact and be part of our Facilities Management team here in London! Please note: This is an office-based role. 4 days working in the Hammersmith, London office with 1 day working from home (Monday or Friday).

You’ll join a team grounded in our Disney values — acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our community. These values shape how we work and how we support one another every day.

What You Will Do

The workplace is not just about our physical Real Estate, it is about our organization, our culture and our processes and by creating a well‑managed workplace, we will create further impact on our business performance by further supporting our cast member talent. As a Facilities Coordinator, the successful candidate will lead, contribute or support the following areas:

• Facilities Service Point: The service covers normal working days from 0800-1800. This will be achieved in conjunction with the Facilities Coordinators in the department working a rolling shift pattern as agreed under the direction of the Facilities Management Team. This shift pattern may change from time to time to suit the requirements of the job and some flexibility will be expected to cope with leave and other absences.
• The Helpdesk Coordinator will need to become proficient (with training as necessary) in the specialized pc programmes used to support the Service Point activities. Direction on day‑to‑day activities will come from the Facilities Management Team.

Facilities Service Point Duties

• Cover the Facilities & Operations Service Point, answering calls from building occupiers.
• Answer the Service Point telephone promptly, professionally and courteously. Calls will mostly relate to either:
• Requests for new services
• Requests for faults to be resolved
• Requests for general information
• Building walks to identify faults
• The Facilities Coordinator must provide an excellent customer care service for the callers to Facilities Service Point. They should be left with the impression that someone has willingly taken responsibility and ownership of their problem and will ensure it is resolved as soon as possible.
• Record, action and follow up completion on such calls as follows:
• To log all fault calls on the computerized logging system
• Producing worksheets to action any work required
• Ensure all worksheets are distributed to the correct individual/contractor designated to carry out the particular category of work
• Monitor the workload, flag concerns to the Facilities Management Team as soon as possible if a backlog begins to build.
• Enter completion dates on the computer system in a timely manner.
• Contact the person originally registering the job for feedback after completion.
• Provide statistical monthly reports to the Facilities Management Team on the month’s Service Point activities.

Required Qualifications & Skills

• Experience of Facilities duties – especially Help Desk or similar functions.
• Experience of CAFM systems especially Service Now (preferred).
• Familiarity with the MS-Office range of Computer Programs (especially Word, Outlook, Excel, Powerpoint).
• Experience of working for a global American Corporate (preferred).
• Experience of working for a matrix organisation.

Skills Required

• Strong strategic, operational and analytical approach in establishing and implementing policies and procedures, building consensus amongst the business units, and creating synergy.
• The Helpdesk Coordinator needs to be self‑motivated, organised, strategically minded, and capable of managing in a diverse, political and cultural environment.
• Must also be willing and able to effect major changes and drive new practices without causing discord in the organisation.
• Strong communication skills are paramount.

The competencies required may be summarised as:

• Thinks Strategically
• Builds Relationships
• Communicates Effectively
• Drives results
• Inspires Creativity
• Champions Change
• Builds Teams
• Exhibits Professional Excellence

The Facilities Coordinator will be measured against these competencies in Performance Development reviews.

Competencies Required

• Building Relationships
• Communicates Effectively
• Can use own initiative to complete tasks effectively
• Great team player with a can do attitude.

Additional Information

This position will be based at Hammersmith, London and hours of work are 09:30am to 18:00pm Monday to Friday. This role will be supported by the Facilities Manager.

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
• Disney Discounts: you are entitled to discounts on designated Disney products, resort F & B and ticketing
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.