Tenon FM is a Facilities Management (FM) company with over 1,700 employees in the UK, offering a wide spectrum of hard & soft FM services to meet the diverse needs of more than 1,100 customers nationwide. Our people are crucial to our success. Without our employees, we wouldnt be able to deliver on our customer promises, and your role will be essential to our continued success. No matter what part of the business you join, your contribution will be valued and recognised. We are an equal opportunities employer and are proud to be Investors in People accredited. About the Role as a Hub Operations Support Be a key member of the Helpdesk team ensuring that our customers have a better day, every day. You will be responsible for timely support to both external and internal departments thus ensuring their expectations are met or exceeded. The Hub operations support will be responsible for ensuring all requests are dealt with, logged and proactively followed through to completion as this will form part of the Helpdesks KPIs by which we are measured. You will be customer and operations focused and be motivated to meet and exceed customer and operational needs every day. responsibilities. Benefits: Health cash plan cover for self and dependent children Access to 24/7 Employee Assistance Programme GP Anytime service Life Assurance Workplace pension scheme Rewards platform On-site and discounted parking Free mortgage advice (partnered with Charles Cameron & Associates) Discounted shopping card Paid volunteer day Key Responsibilities and Tasks: Be the first point of contact, support to customers and ensure all reported service delivery issues raised are logged and fully managed and dealt with in a timely and effective manner, keeping the customer updated as required Daily review and updating of service requests through our inhouse dedicated ticketing/reporting system. Ensure that all client operational issues raised are passed to the appropriate person as soon as possible and that a response is sent to the client within a timely manner of a request being received Management of work bills for additional one off/customer works Monitor, review and implement relevant processes and procedures, as required Support operational departments managing their purchase order process Create and prepare site documents in conjunction with relevant departments and ensure they are in place and in accordance with business needs and applicable legislation Provide operational administrative support on key tasks, such as the preparation and sending of quotes and contracts to clients Prepare and produce monthly reports, analysing data and providing insight and commentary, as required Liaise with the relevant operations teams to close off jobs internal and external. Assist with general daily office duties as required, which will include dealing with incoming and outgoing post, managing stationary, office stock ordering etc Attend client meetings if required Assist with the co-ordinating and minute taking of meetings Comply with any reasonable requests made by management Key Skills: Proven experience working in an administrative customer service department, preferably in a busy service-oriented industry such as facilities management with a good operational background. Be an excellent communicator, both written and verbal, with the ability to confidently and credibly engage with clients, colleagues and other external partners and not afraid to ask for information, when required Excellent IT skills, including Microsoft Office suite, including Outlook, Word and Excel, and SharePoint and confident working with CRM systems Proven record of being responsive and innovative Self-motivated with the ability to work independently and as part of a team Be flexible and have the ability to take ownership of queries and see them through to resolution Excellent time management skills Highly organised, with the ability to prioritise and manage multiple tasks simultaneously and meet deadlines Strong attention to detail and a high level of focus to exceed client expectations Be positive and enthusiastic Maintain professional internal and external relationships that meet Company core values Core Values: Accountable Learn & Grow Ethical Respect & Teamwork At Tenon FM, were committed to creating an inclusive environment where everyone can thrive. Diverse perspectives and experiences make us stronger and more innovative. We welcome applications from all backgrounds, including underrepresented groups, and aim to foster a workplace that reflects the diversity of the communities we serve. We are an equal opportunity employer and do not discriminate based on race, gender, age, disability, sexual orientation, religion, or any other characteristic protected by law. Our goal is to ensure that everyone feels respected, supported, and able to contribute fully.