Facilities Assistant

At United Trust Bank, we believe that people achieve more together than alone. That’s why we’re dedicated to building great relationships, offering tailored solutions, and providing our clients and broker partners with the support they need to go further. This was true when we first opened our doors, and it’s still our approach today.

Our award winning Mortgages team are looking to hire a Complaints Officer with a primary responsibility of managing and improving the handling of complaints to ensure fair and timely outcomes within a regulated environment. This includes effective handling of customer complaints, investigation and resolution responses. You will also be responsible for the complaints trend analysis, process improvement recommendations and complaints reporting, linking in with the customer experience team and wider mortgage operations team.

This is a permanent role working 5 days in the office (City of London location) covering Monday - Thursday 8am - 4pm and Friday 9am - 5pm.

Responsibilities:

Office Management - core

• Help to maintain the internal social areas (including kitchen areas) to a high standard throughout the day, loading the dishwashers, and replenishing supplies as needed.
• Stock management.
• Ensure coffee machines are in working order at the start of the day and are replenished and cleaned when needed.
• Assist with new joiner inductions / staff photos.
• Manage lockers, bike passes and parking.
• Raise building permits with Security for external contractors.
• Assisting with the Facilities Management ticket system
• Assist in DSE Assessments and subsequent remedial action plans.
• Carry out daily health and safety walks to ensure the environment is safe, secure and welcoming.

Reception - cover

• Meeting and greeting staff and guests
• VIP; high touch service.
• Meeting room booking co-ordination via Microsoft Outlook.
• Managing Reception mailbox and customer queries via customer mailbox.
• Management of meeting rooms to include set-up and clearing.

Skills and Experience sought:

• Understand professional etiquette and have the emotional ability to engage with the visitors appropriately
• An ability to adapt to an ever-changing environment
• The passion, drive and attention to detail to deliver the very highest levels of customer service
• Have great interpersonal skills, and an outgoing, vibrant personality
• The ability to work confidently and calmly under pressure
• Conversant with telephone switchboard practices
• Microsoft Outlook, basic Word, Excel & PowerPoint. MS Teams
• Demonstrate an excellent command of the English language, both in verbal and written communication

Equal Opportunity Statement

We're an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. During the application process, you will be asked to complete an equality questionnaire on a voluntary basis and any data we collect will be treated confidentially and used for evaluation purposes. This will be for a period of 6 months or longer with your permission. This helps us understand our applicants so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.