Facilities Service Centre Advisor

Job Title: Facilities Service Centre Advisor

Salary: £27,00 - £32,00

Grade: Band 1

Contract type: Permanent

Reference:  SF4747

Contract details:  Full Time 8am – 6pm                

Location: Palestra / work from home 1 day a week

Application closing date: Tuesday 4th August @ 23:59

External - All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role

Job Purpose

To provide a high-quality, customer-focused Facilities Helpdesk experience as part of the TfL

Facilities Operations Team. The role acts as the first point of contact for colleagues and

stakeholders across TfL, ensuring enquiries and requests are handled efficiently and

professionally in line with agreed service standards.

Key Accountabilities

• Deliver a frontline helpdesk service across multiple channels (telephone, email, in person & digital platforms) 
• Log, categories and priorities requests within service systems 
• Provide a customer-first service and resolve queries at first contact
• Assign and progress requests in line with SLAs and escalation procedures 
• Manage facilities requests, bookings and general enquiries 
• Maintain communication with customers and provide updates 
• Support performance targets including response times and customer satisfaction 
• Identify trends and support service improvements 
• Provide flexible support to meet operational demand across the wider workplace services team
• Support and aid training/coaching of new advisors
• Supporting Building Pass administration services and the wider Workplace services team when required

Decision making

• Triage requests based on urgency and impact 
• Resolve standard issues and escalate where needed 
• Handle complaints professionally
• Adapt communication style to stakeholders 

Main working relationships

• Primarily based in Palestra but can be deployed across the 3 hubs at anytime (Palestra, Pier Walk, Endeavour Square)
• Workplace Services Teams
• Building Management teams 
• Wider Street & Network Operations directorate
• Suppliers and contractors 
• TfL colleagues 

Skills, Knowledge & Experience

Essential

• Customer service/helpdesk experience 
• Strong communication skills 
• IT proficiency (Microsoft 365, service systems) 
• Ability to prioritise workload 
• Attention to detail and professionalism

Desirable 
• Facilities Management experience 
• CAFM/IWMS knowledge 
• ITIL awareness 
• KPI experience

Application Process 

Please apply using your CV only, think carefully about the skills, knowledge and experience in the advert and cover this in your CV.

PDF format preferred and do not include any photographs or images 

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
  
  

Vetting Process 

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.