Job Description
Purpose of the Role
The Senior Operations Support Coordinator role in the North provides operational and compliance support to the Facilities Management Network. The role acts as a regional operational contact point, ensuring statutory compliance, data accuracy and consistency of processes across our North region.
The role supports the Operations Support Manager in implementing operational improvements, systems, reporting standards and training across the team while also managing and developing the North Operations Support team. The position ensures the team delivers a consistent, reliable and high-quality support service to Facilities Managers and wider business stakeholders.
The role will also support the development of the Operations Support function and may take on additional operational responsibilities as this function evolves.
Key Responsibilities
People
· Line management of 3 Operations Support Team/Administrators in the North including regular 1:1 meetings, performance reviews and objective setting
· Create a positive, supportive and accountable team culture across a geographically spread team
· Allocate and prioritise workload to ensure service levels are maintained
· Support recruitment, onboarding and training of new team members
· Act as the first escalation point for team and operational queries
· Monitor quality and consistency of team output
· Support engagement, wellbeing and development of team members
· Support training and onboarding of new FMs into the region
· Support new starter setup including access, equipment and systems
· Coordinate travel and logistical arrangements when required
Compliance
· Monitor and improve regional compliance performance across all FMs & sites
· Support FMs with health and safety & environmental audit readiness and action tracking
· Review and input compliance documentation and ensure actions are closed
· Escalate compliance risks or operational concerns appropriately
· Ensure statutory documentation is in place and maintained
· Monitor and update client H&S portals
Systems & Operations
· To work alongside the Facilities Management team in a support role, learning all the key aspects of the FM role.
· Provide operational support and guidance to the Facilities Management team
· To provide support and advice to the business on Facilities Management matters
· Support FMs during periods of absence or high workload
· Act as regional super-user for operational systems (Vantify, Datastation, Proactis, CAFM platforms etc.)
· Support implementation of new processes, templates and systems
· Identify process inefficiencies and propose improvements
· Maintain user guidance notes and training materials
· Support mobilisation of new instructions and properties
· Validate data and assist national reporting initiatives
· Instruct remedial works following compliance documentation and H&S audits within agreed authority limits
· Assist monitoring of supplier performance and service levels
· Assist FMs with service charge budget timelines and data requirements
· Update FM fees and relevant systems following approvals
· Raise purchase orders and contract orders where required
· Support compiling Tenant Handbooks, Emergency Plans and statutory records
· Produce regional operational and compliance reporting
· Maintain accurate operational and compliance records
· Report operational data and trends to the Operations Support Manager
· Provide monthly compliance data reporting
Skills, Knowledge and Experience
Essential
· Experience supervising or managing a team
· Experience working with compliance or statutory documentation
· Experience in administration
· Experience working with operational systems or databases
· General Education to GCSE standard with an A-C grade in English & Maths or equivalent standard
· Proficient in a full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
Desirable
· Broad knowledge of office administration within a facilities management/property management environment
· Experience supporting multi-site portfolios
· Experience delivering training or onboarding
Competencies
· Excellent verbal and written communication skills
· Brings a positive & can-do approach to the role, supporting the team and improving processes
· Approaches challenges with curiosity and a solutions-focused mindset
· Builds trusted working relationships across teams
· Leads by example and promotes collaboration
· Supports a culture of continuous improvement
· Processes information and data entry with precision and care, ensuring data integrity across all systems.
· Demonstrates integrity and discretion when handling sensitive or confidential matters
· Takes ownership & accountability
· Comfortable challenging constructively and influencing others
· Proactive and solution-focused
· Calm and resilient under pressure
· Reliable, consistent and dependable
· Willingness and ability to learn on the job, keen to undertake training and career development
Working Hours - 37.5 hours Monday- Friday
Please see our Benefits Booklet for more information.