Transport for London
Facilities Service Centre Advisor
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Job Title: Facilities Service Centre Advisor
Salary: £27,000 - £32,000
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, categorize and prioritize 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
- Support Building Pass administration services and the wider Workplace services team when required
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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 any time (Palestra, Pier Walk, Endeavour Square)
- Workplace Services Teams
- Building Management teams
- Wider Street & Network Operations directorate
- Suppliers and contractors
- TfL colleagues
Essential Skills, Knowledge & Experience
- Customer service/helpdesk experience
- Strong communication skills
- IT proficiency (Microsoft 365, service systems)
- Ability to prioritize workload
- Attention to detail and professionalism
Desirable Skills, Knowledge & Experience
- 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
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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.
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