Job Description

Job Title: Office Operations Specialist (London)
Location: London
Salary: up to £39,000 depending on experience
Contract: Fixed-Term Contract - 16 Months
 
JOB PURPOSE
 
 
To support the Office Operations Associate Manager in the delivery of workplace services across the Accenture London offices providing client focused and value added delivery; demonstrating the highest level of customer excellence at all times.
 
 
SCOPE
 
 
Reporting into the Office Operations Associate Manager, the Office Operations Specialist will be responsible for managing the following:
 
 
  • The delivery of office operations excellence to the London offices through management of key services and suppliers
  • Delivery of services to agreed service levels, within budget to achieve Customer satisfaction levels as measured within Workplace Operations and globally through the CCP Programme
  • The Video Conferencing Service across UKI, driving increased utilisation and supporting large scale and high profile events

 

 

RESPONSIBILITIES AND ACCOUNTABILITIES
 
 
Delivering Customer Service Excellence
  • Build effective relationships with customers, acting as a key AWS point of contact, actively seeking out and responding to feedback in order to deliver a high level of customer service
  • Work with customer representatives to capture requirements in order to develop knowledge of the client requirements and desired service levels
  • Actively manage an issues resolution process to track issues and proactively problem solve to eliminate reoccurrence
  • Deliver projects as directed by the Office Operations Associate Manager within agreed timescales and budget to meet location objectives
  • Ensure proactive involvement with AWS projects and initiatives to improve impact on service delivery
  • Deliver all elements of the Service Management Framework (incident, problem, change & reporting) in order to meet SLAs
  • Produce and deliver relevant location communications to meet AWS standards
  • Understand the importance of Information Security Guidelines to increase awareness of Accenture’s Information Security Policy to enable the implementation of best practice in the workplace
  • Act as customer service owner for customer service delivery liaising with account manager providing feedback to ensure the delivery of SLA

 

Supplier & Service Management

 

  • Liaise with 3rd party suppliers and contractors to ensure provision of effective services, including M&E and other support services
  • Liaise with landlord/landlord representatives and Real Estate Management team to resolve building/lease related issues and requirements
  • Liaise with assigned services surrounding areas of service delivery, customer satisfaction, policy and procedures etc. to ensure timely and effective resolution of issues
  • Ensure controlled departmental process for assigned services are created and maintained and oversee regular reviews to ensure opportunities for improvement are applied and that they remain up to date, efficient, effective and relevant to the customer service offering
  • Develop services owned to ensure the service provision meets customer needs for quality, cost and effectiveness
  • Manage the Supplier performance for service lines owned, to ensure Accenture receive best value from the Supplier and ensure that service delivery meets contracted SLA’s with reported evidence
  • Monitor the measurement of KPIs monthly, via the Balanced Scorecard to ensure that KPIs remain relevant, linked to strategy and encourage improvement

 

Video Conferencing
  • Service Owner responsibility for all Video Conferencing and Telepresence technology across UK and Ireland Suites to ensure services are available at all times and technology issues are escalated through EFN and resolved through CIO
  • Drive up video conferencing utilisation with a focused attention on frequent business travellers and the EA Community increasing their awareness of the benefits of the service to both themselves, the customer and the organisation as a whole
  • Monitor monthly reporting with focused attention on site-specific results, initiating targeted communication to increase usage
  • Work with Internal Communications to support the on-going creative marketing campaign monitoring Customer feedback to ensure messages are targeted to the right audience
  • Work with LTS and Office Operations teams to ensure the service is delivered to the expectations of our Customers and support LTS Workshops across UKI
  • Act as a link between Global VC Teams and local technology on a day to day basis to ensure collaboration and cooperation as other GUs are introduced to this new technology in the future
  • Maintain close and regular communications with Workplace Solutions Service Desk to drive forward excellence and service improvements
  • Manage and monitor the usage of all digital events and UKI webcast events to ensure optimum utilisation and make recommendations to develop the service to meet on-going customer needs

 

 

Performance Management
 
 
  • Ensure all aligned suppliers are performance managed to ensure a high standard of delivery completing formal feedback as per the supplier’s performance process
  • Provide input to individuals’ performance via third party line managers to ensure issues, opportunities and development needs are all addressed
  • Manage own performance through attending 1:1s and team meetings on a regular basis to review performance to identify issues, opportunities and development needs
On-Site Event Management, Health & Safety
  • Manage, monitor and review on-site customer team initiatives and all on-site events, providing recommendations to customers based on best practice and ensuring customer satisfaction
  • Advise Clients/Customers on statutory health and safety and building regulations to ensure compliance and reduce risk

 

 

Budget Management
 
 
  • Establish detailed budget requirements and reforecast regularly in order to reflect changing needs
  • Establish spend control and monitor spend against budget to ensure rate of spend and actual out turn are within agreed parameters of budget forecast
  • Prepare financial status and variance commentary to ensure accuracy for monthly reporting
  • Manage purchase order and invoice approval process for service related procurement in order to meet required guidelines to ensure compliance with Accenture’s procurement and payment policies

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Qualifications

Skills Requirements
Must have
  • Strong customer service skills
  • Team management experience
  • Problem management skills
  • Negotiation skills
  • Strong ability to multi-task
  • A strong can-do attitude
  • An ability to work at a fast pace
Nice to have:
  • Stakeholder management
  • Budget management
  • Event management
Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
Closing date for applications 10th October 2019
Accenture reserve the right to close the role prior to this should a suitable applicant be found.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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