Control Centre Co-ordinator
Company
Location
London, England, United Kingdom
Posted At
6/9/2025
Advertise with us by contacting: [email protected]
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Description
Department: FM Helpdesk
______________
Company: Canary Wharf Management Limited
______________
Reporting to: Control Centre Supervisor
______________
Job Summary
To process reports for landlord issues, ensuring the creation of jobs on the system and the precise allocation to the appropriate maintenance operative for prompt resolution. This role also involves the vigilant monitoring of outstanding tasks and the proactive escalation of any issues to ensure timely and effective action.
To conduct comprehensive training for contractors on the permit-to-work system and conduct the necessary Estate inductions allowing them to carry out permitted works on the Estate.
To liaise and provide support to contractors, the Control Centre Supervisor, Engineering Supervisors and Building Services Managers.
Closing Date: Friday 13th June 2025
Salary: £35,000 - £38,000
1 year FTC - Maternity Cover
Main Responsibilities
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
Environmental, Social & Governance (esg) Responsibilities
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
Quality Management Responsibilities
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
Company Values
Commit to Excellence
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.
Early applications are encouraged as we reserve the right to appoint at any point.
______________
Company: Canary Wharf Management Limited
______________
Reporting to: Control Centre Supervisor
______________
Job Summary
To process reports for landlord issues, ensuring the creation of jobs on the system and the precise allocation to the appropriate maintenance operative for prompt resolution. This role also involves the vigilant monitoring of outstanding tasks and the proactive escalation of any issues to ensure timely and effective action.
To conduct comprehensive training for contractors on the permit-to-work system and conduct the necessary Estate inductions allowing them to carry out permitted works on the Estate.
To liaise and provide support to contractors, the Control Centre Supervisor, Engineering Supervisors and Building Services Managers.
Closing Date: Friday 13th June 2025
Salary: £35,000 - £38,000
1 year FTC - Maternity Cover
Main Responsibilities
- To ensure that all calls and emails are answered promptly and efficiently, and processed in accordance with agreed procedures.
- To respond to all tenant related issues as part of the Customer Satisfaction Service procedure, as directed by the Control Centre Supervisor. This includes updating Tenants on the progress of issues reported.
- To maintain excellent tenant/ customer relationships - both verbally and by using the CWM systems and processes effectively.
- To support operations by ensuring that the required databases are maintained and processed in accordance with the agreed procedures – this includes creating work orders, monitoring through to completion and following up with relevant persons.
- Assist with regular report running and preparation of reports for processing by the Building Services Managers and/ or FM Helpdesk Supervisor.
- To operate, on a day-to-day basis, the CAFM system (Evolution) and liaise closely with Building Management Supervisors and Engineers/ Operatives.
- To closely monitor outstanding tasks across the Estate and follow up on any awaiting action or assignment. Follow through to completion and escalate where required.
- To onboard and train Contractors on the use of our permit-to-work system (Equiem). This will include creating contractor accounts, training in how to upload risk and method statements (RAMS) and request permit applications, and liaising with contractors on any account queries.
- To assist Building Services Managers/ Engineering Supervisors by conducting Estate Inductions for contractors, allowing them to complete permitted works on the Estate.
- To ensure that the Building Services Manager and/or the FM Helpdesk Supervisor are kept fully informed of all events that may affect operation of the FM Helpdesk or works to be allocated / issued / completed.
- To carry out administrative duties as required - including assistance with data input.
- To be thoroughly familiar and comply with the Company's Health & Safety policy and procedures and to immediately report any hazards or accidents to either the FM Helpdesk Supervisor, Building Services Manager or Engineering Supervisor.
- To carry out any other reasonable duties as requested by the FM Helpdesk Management Team or Building Services Manager.
- Previous experience of working within an office environment is essential.
- Previous experience of operating in a Control Centre role in an operational environment is preferable.
- I.T. literacy is essential. A high level of confidence and capability in Microsoft Office (Excel, Word, Outlook) is essential, as we need someone who can use these tools effectively and independently.
- Knowledge of the Evolution system and E-Permits would be an advantage, although training will be provided.
- Excellent Customer service skills required. The incumbent must have a professional telephone manner and be able to communicate clearly with stakeholders at all levels. Excellent written and verbal communication is essential.
- The candidate must possess high attention to detail, with the ability to organise/ prioritise varied tasks.
- Ideal candidate would be personable, patient and able to communicate with diverse range of persons from various backgrounds, ages and abilities.
- It is essential that the candidate must be able to work on their own initiative and be able to deal effectively with high pressure/ problem situations.
- As this role involves covering the Helpdesk, due to the operational needs, the incumbent will be required to carry out shift work with start times ranging from 7.00am – 1.00pm between Monday – Friday.
- The incumbent must have an appreciation of the importance of customer service and how this is applied in the context of Canary Wharf values.
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
Environmental, Social & Governance (esg) Responsibilities
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
Quality Management Responsibilities
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
Company Values
Commit to Excellence
- Act with integrity and deliver high performance
- Put our customers at the heart of what we do
- Resolve issues by providing high quality solutions
- Find opportunities to collaborate with others across the business to achieve shared goals
- Encourage inclusive networks and treat others with respect and fairness
- Use knowledge to work effectively with suppliers / contractors to meet shared goals
- Confident in making decisions appropriate to the role
- Learn from mistakes and listen to constructive feedback to improve performance
- Prioritise safety and actively support community, wellbeing and sustainability programmes
- Take pride in delivering high quality service which exceeds expectations
- Committed to opportunities for self-development
- Take responsibility for my own performance and look for ways to improve
- Embrace change and innovation
- Proactively suggest ways to improve our business and encourage others to share ideas
- See new challenges as opportunities to deliver effective change
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.
Early applications are encouraged as we reserve the right to appoint at any point.
Advertise with us by contacting: [email protected]
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