Office & Services Coordinator

£28k- £30,000 per annum (depending on experience or qualifications)

Hours

37.5 hours per week. (Flexibility to work evenings and weekends on occasion to support room hire bookings or maintenance needs)

Contract

Permanent

Accountable to

Chief Operating Officer

Location

Based at 21 Winchester Road, Camden, London, NW3 3NR

Role Purpose

The Office and Services Coordinator (OSC) plays a vital role in ensuring smooth day to day operations across The Winch and Belsize Community Library. As the first point of contact, you will be responsible for delivering a warm and welcoming front‑of‑house experience for visitors, including children, young people, staff, tenants, and contractors. Your main responsibilities will include managing room hire bookings to ensure a positive customer experience, overseeing ordering supplies and managing equipment and handling queries, phone calls, and mail correspondence with professionalism. You will have general oversight of building maintenance and health & safety compliance, to create a safe, efficient, and well‑functioning environment for everyone. By combining strong organisational skills with a proactive approach, the Office and Services Coordinator helps maintain a dynamic and welcoming space where people feel supported and valued.

Key Responsibilities

Front of House/Reception duties

• Create a warm, inclusive and professional first impression for visitors, children and young people, staff, contractors, tenants and hirers.
• Answer phone calls, respond to emails, and in‑person queries efficiently and courteously, ensuring prompt responses and an effective flow of communication within the organisation.
• Keep the main reception areas clean and tidy at all times, free from obstructions, and ready for daily use.
• Maintain visitor logs and monitor access control systems to uphold the security of the building, ensuring adherence to safety protocols, reporting any issues promptly.
• Support the coordination of deliveries, collections, and contractor visits.
• Manage and support Hosting staff, coordinating their allocation to room hire bookings.
• Manage all aspects of the room hire booking process, managing room hire requests, scheduling dates and ensuring alignment with the Winch’s needs.
• Handle enquiries, providing information on pricing, availability, and terms of hire.
• Prepare agreements, process payments, and ensure compliance with the Winch booking process.
• Monitor usage, maintain accurate booking and invoicing records, and support financial reconciliation with the finance department.
• Prepare rooms according to booking requirements, including room layout, AV setup, accessibility considerations, and refreshment provision as needed.
• Offer high‑quality customer service and experience to ensure customer satisfaction trends are monitored.

Buildings Management

• Work closely with the Chief Operating Officer conduct regular planned and ad‑hoc inspections of the premises to identify maintenance, health and safety, and security issues, taking timely action to resolve them.
• Work closely with the Chief Operating Officer to manage relationships with contractors and service providers, including cleaners, security personnel, maintenance workers, and suppliers, ensuring that service level agreements (SLAs) are met and work is performed to the required standard.
• Support the work of the Chief Operating Officer to conduct and monitor statutory Health & Safety compliance checks, including fire safety drills, emergency lighting checks, portable appliance testing (PAT), fire risk assessment and actions, health and safety audits and legionella controls.
• Maintain an up‑to‑date asset register.
• Support the Chief Operating Officer in the planning of preventative maintenance across the building.
• Oversee the ordering of goods and equipment, stock inventory, and management of supplies related to building operation and office needs and track financial spend against company cards.
• With the Chief Operating Officer, serve as the primary contact for building emergencies outside of normal operating hours, as necessary.

Operations Administrative Support

• Work closely with the Chief Operating Officer to operationalise the Winch’s ambitions and policies.
• Support the recruitment and Induction process to on‑board new staff, including sign in and out, opening and closing, fire evacuation procedures and manual of me staff profile.
• Support the Disclosure and Barring Service (DBS) process for new and existing staff, volunteers and trustees.
• Support and maintain a positive relationship with our tenants based in the building with their service requirements.

General Duties

• Attend and participate in individual 1:1’s, department and full staff team meetings, including supervision and appraisals, as required.
• Work collaboratively with and provide cover where necessary to other Winch programmes.
• Work as part of the Winch’s operations team, ensuring support, collaboration and coordination with colleagues.
• Exhibit The Winch’s values and positive behaviours at all times.
• Demonstrate commitment to, and take responsibility for, safeguarding children, young people and adults at risk, in the context of your role.
• Take responsibility for your professional development and learning.
• Demonstrate and model commitment to the principles of justice, equality, diversity and inclusion.
• Act as an ambassador for and champion of the Winch.
• Any other duties as outlined by the Chief Operating Officer or Chief Executive Officer.
• At least 2 years of working in a reception or front of house, in a customer‑facing organisation.
• Demonstrable experience in facilities or building management.
• Previous experience of managing room hire, event spaces, or hospitality functions.
• Exceptional interpersonal and communication skills, with the ability to provide excellent customer services to a wide range of people.
• Highly organised with good time management and the ability to manage multiple priorities.
• Ability to plan and work independently, problem‑solve, cope under pressure and meet deadlines.
• Physically able to perform duties such as moving equipment or furniture, setting up spaces, and conducting regular building inspections. (Reasonable adjustments will be made where necessary.)
• High level of competence in Microsoft Office applications and basic familiarity with booking or CRM systems.
• Be committed to Safeguarding children and vulnerable adults.
• Be committed to Justice, Equity, Diversity and Inclusion in all aspects of the role.
• Formal facilities management, health and safety (e.g., IOSH, NEBOSH) or customer service qualification.
• First Aid at Work qualification and/or Fire Marshal training.
• Understanding of health and safety legislation and building compliance requirements.
• Experience with marketing or promoting event or room hire services.
• Previous work in charitable, educational, or public sector organisations.

The Winch is committed to keeping children, young people and vulnerable adults safe from harm. The successful candidate will be subject to Enhanced DBS checks and be required to undertake safeguarding training.

The Winch is committed to the principle of equal opportunity in employment and its employment policies for recruitment are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, religion or belief, sex, sexual orientation, marital status, age, ethnic and national origin, disability or gender reassignment.

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