Work Operations Coordinator - Office of Communications (Ofcom)
(2025-12-01)
Deliver high‑quality workplace experience support by managing the ServiceNow Helpdesk, coordinating room bookings, maintaining building standards, and overseeing facilities tasks across multiple sites while collaborating with wider teams.
- Delivery of a best-in-class Workplace experience service (working with two other colleagues).
- Optimised team resourcing and workload distribution to maintain excellent workplace service across a multi‑floor office.
- Managed high‑volume ServiceNow tickets, ensuring swift resolutions and strong stakeholder satisfaction.
- Coordinated complex room bookings and full setup requirements, ensuring smooth delivery of meetings and events.
- Conducted regular inspections and audits to uphold meeting room and event space standards and proactively identify issues.
- Streamlined stationery procurement and replenishment across multiple sites, ensuring organised and well‑stocked business centres.
- Managed postal and parcel operations across dispersed teams, including scanning and digital distribution to remote colleagues
Front of House Administrator - Office of Communications (Ofcom)
(2019-01 - 2025-11)
- Delivered a best-in-class Front of House and Facilities Helpdesk services in line with Ofcom values
- Delivered an exceptional visitor journey through proactive front‑of‑house support, ensuring a smooth experience and full adherence to security protocols.
- Acted as first point of contact for Facilities Helpdesk queries, allocating reactive tickets in accordance with SLAs.
- Recognized when to escalate situations requiring urgent attention
- Followed up with customers to ensure full resolution of queries
- Performed quality inspections and audits of all meeting rooms and shared spaces
- Provided PA / Administrator support to members of the Facilities Management Team as required
- Completed ad‑hoc requests and projects as required by the Front of House Manager and Senior Management Team.
Workplace Experience Ambassador & Communications Operator - Office of Communications (Ofcom)
(2003-11 - 2019-01)
- Provided a welcoming, helpful first point of contact for staff, visitors, and external stakeholders.
- Answered and directed high‑volume incoming calls promptly
- Managed switchboard operations efficiently, providing clear, professional communication at all times.
- Delivered exceptional customer service by handling enquiries, resolving issues where possible, and escalating complex matters appropriately.
- Liaised with internal teams to relay urgent or sensitive information quickly and appropriately.
- Handled emergency or high‑priority calls following company protocols to ensure swift resolution.
- Utilised call management systems (e.g., Cisco phone systems) to route calls, monitor queues, and maintain service standards.
- Supported front‑of‑house operations as needed, including visitor communication and general enquiries.
