Facilities & Consumer Care Coordinator



Job Purpose

Supports the day-to-day functioning of the head office environment, providing a comprehensive facilities service to all colleagues based and being the initial point of contact for any facilities queries. This role will also be the key contact in overseeing consumer queries and be the first contact for all incoming calls and visitors to the office.

This role deals with a wide variety of tasks including, but not limited to the following:

Facilities Responsibilities:

  • Own the in-bound telephone call line, answering in a professional manner and transferring calls to the relevant department as required
  • Provide a welcoming and efficient “meet and greet” to all visitors to the MPM head office – including providing welcome drinks, informing MPM staff that visitors have arrived, showing visitors to specific meeting rooms
  • Maintaining adequate stock of stationary, and general office equipment, and ordering product in line with price guidelines
  • Dealing with incoming and outgoing post, distributing this out accordingly to department colleagues
  • Supporting with MPM visitor events for example – booking meeting space and arranging business lunches, preparing meeting spaces in advance, arranging for sign-in paperwork to be completed
  • Taking responsibility for arranging online grocery deliveries to the office on a regular basis, to ensure that colleagues have access to refreshments throughout the week
  • Supporting the Marketing team with samples, for example – putting together sample packs for trade shows and distributor visits
  • Manage and facilitate the annual health and safety risk assessments for the office including – annual fire risk assessment, annual office risk assessment, annual PAT testing, annual fire extinguisher check, annual water safety test
  • Coordinate first aid and fire marshal training with external training partners, ensuring that MPM has the appropriate amount of first aiders and fire marshals to comply with health and safety legislation
  • Organise and facilitate routine checks such as – bi-annual air conditioning servicing, smoke detector servicing and emergency lighting checks
  • Support the building management to conduct bi-annual fire drills and weekly fire alarm testing
  • Collaborate with the building managers and attend quarterly building manager meetings to ensure MPM is kept informed of any changes to the office environment
  • Support with ad hoc facilities queries, including but not limited to – reserving parking spaces, liaising with company cleaners, reviewing and ordering office equipment, ensuring the wider office facilities adequately maintained

Customer Care Responsibilities:

  • Primary liaison for consumer queries and complaints including:
  • Securing & logging the consumer data required to log a complaint in accordance with MPM procedures.
  • Resolving matters where possible in the highest quality manner, resulting in agreeable resolutions in accordance with MPM procedures, consumer retention and fewer escalations.
  • To respond to consumer questions as received by telephone or email including those related to availability of MPM’s products, maintenance of stock lists and product delists.
  • Escalate consumer calls or emails to the Technical Services team or capture key information in the Customer Relationship Management system as appropriate.


Knowledge, Skills and Experience


  • Consumer complaint and general query handling experience
  • Effective communicator – excellent communication skills are required as working collaboratively with customers and stakeholders is a key part of this role
  • Team Player – Comfortable working both individually and as part of a team
  • Effective relationship builder – dedicated to meeting expectations of internal and external customers
  • Personal Learning & embraces change – Seeks feedback and reacts / learns from experience
  • Communication skills – The ability to communicate with customers, suppliers, and key stakeholders clearly and concisely within the business
  • IT literate – competent in the use of Microsoft applications
  • Organisational skills – Ability to structure and organize schedule of work and tasks to deliver efficiently and effectively


  • NEBOSH (or equivalent health and safety qualification)
  • Experience of CRM systems

Is this role for you?


If this exciting opportunity sounds like a great fit for you, apply today with your CV and cover letter.


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