Join to apply for the Facilities Helpdesk Administrator role at Hotel Chocolat
As we continue our mission to make people happy through chocolate, we’re looking for a Facilities Helpdesk Administrator to join our Property team on a permanent basis.
The Facilities Team are instrumental in keeping our Retail Estate and Head Office safe, compliant and fully operational at all times. As Facilities Helpdesk Administrator, you’ll be the “go-to” with the “can-do” attitude, supporting over 160 café store teams with maintenance issues and enquiries, delivering a timely, quality, and cost-effective service.
You’ll also play an active part of the Office Team with the running of Mint House; supporting daily opening and closing procedures along with the day-to-day running of the building to support Head Office colleagues. You learn the day-to-day tasks and process of the office to cover accordingly in absence of the office host.
Due to the nature of the role, you will be required at our support office, ‘Mint House’, in Royston, Hertfordshire, five days a week.
What you’ll be doing….
* Being the first point of contact for our stores for maintenance issues, ensuring all callouts and quotations are technically triaged to the Facilities Manager and benchmarked prior to approval.
* Monitoring, actioning and escalating incidents to achieve agreed service levels and keep stores informed of status.
* Chasing open orders and adding meaningful updates to our system (Access Maintain) to give visibility to all.
* Monitoring planned preventative and compliance maintenance tasks across our retail estate and Head Office.
* Completing quality checks and auditing all work certificates, picking up on any remedials required and raising quotation requests when necessary.
* Monitoring all supply chain partners against predetermined targets regarding Service Level Agreements (SLA) and Key Performance Indicators (KPI), working towards a high level of “First Time Fixes” where possible.
* Working with the store teams in each location, ensuring there are always clear, concise and documented lines of communication with the District and Store Managers to keep everyone informed of progress.
* Being a key part of the Support Office Team, supporting with all things “Mint House” from opening and closing premises to deliveries.
Who you are…
You are first and foremost Customer and service focused, striving to provide the best service and solutions. Your strong attention to detail and excellent admin skills mean things are done right first time wherever possible. Resilient under pressure and utilising your fantastic organisational skills, you can manage workloads and priorities easily.
* Reliability and flexibility as the role requires out of office working regularly to support the business.
* Adaptability and willingness to support in other areas when required.
* Previous helpdesk experience working in either Retail / Hospitality.
* Experience of using Access Maintain / Pronett.
* A sound understanding of maintenance issues within a retail / hospitality environment.
* First Aider / Fire Marshall Training or experience.
As well as a competitive salary and a range of company benefits, you’ll receive 50% discount on all products, and a 70% discount for you and your guests when you stay at our Rabot Estate hideaway on the paradise island of Saint Lucia.
About Us
We’re not just a chocolate company; we’re a family of chocolate lovers. From luxury gifts to our iconic Velvetiser and beyond, we’ve built a brand that’s all about crafting moments of indulgence. Our journey began as a humble mint company, but we soon found our passion for cacao and never looked back. Today, we’re proud to operate over 100 stores across the UK and continue to grow across categories, channels, and territories.
Patience, passion, and purpose drive everything we do – just like the perfect cacao pod, our success doesn’t happen overnight. It’s the result of hard work, innovation, and the shared dedication of our customers, colleagues, farmers, and suppliers.
To learn more about who we are and our People Pledge to equality, diversity, and inclusion, visit: hotelchocolat.com/uk/engaged-ethics/our-people.html
Seniority level
Entry level
Employment type
Full-time
Job function
Administrative and General Business
Retail and Food and Beverage Retail
#J-18808-Ljbffr