Front of House and Facilities Manager

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The Front of House and Facilities Coordinator will be the first point of contact for visitors, trainees, and staff at Terapia, ensuring a warm, professional welcome and efficient day-to-day operation of the building. This dual role combines reception/front of house duties with responsibility for coordinating facilities across the site, supporting safe, well-maintained, and accessible environments for staff, trainees, and visitors.
The post-holder will balance excellent interpersonal and communication skills with practical, hands-on responsibilities in facilities management. They will contribute to Terapias mission by helping to maintain a welcoming and safe space for therapeutic training and services, ensuring high standards of professionalism, health and safety, and operational efficiency.
Main Responsibilities
Front of House
Provide a welcoming, professional, and inclusive reception service for visitors, staff, and trainees.
Manage enquiries by phone, email, and in person , signposting appropriately and maintaining confidentiality.
Ensure the main reception and phoneline are adequately staffed at all times , providing consistent cover and professional service.
Oversee the processing of room booking payments , ensuring accuracy and timeliness.
Support room bookings , visitor sign-in/out, and ensure spaces are prepared for meetings, training, and therapy.
Assist with administrative tasks including post-handling, maintaining records, and supporting events.
Ensure a professional image of Terapia is maintained at all times through excellent customer service and presentation.
Reception Oversight: Maintain a professional and welcoming reception area at all times, ensuring it is tidy, accessible, and stocked with relevant materials (e.g., brochures, sign-in sheets).
Client & Visitor Support: Provide practical assistance to trainees, clients, and visitors, including directions, accessibility support, and refreshments when required.
Event/Training Support: Support the smooth running of training courses and events by assisting with set-up (e.g., AV equipment, seating, refreshments) and welcoming participants.
Diary & Room Booking Coordination: Maintain an accurate schedule of room usage for therapy, training, and meetings, avoiding conflicts and ensuring clear communication with staff and trainees.
Payment & Finance Support: Handle petty cash and card payments for services/room hire in line with financial procedures.
Message Handling: Ensure phone and email enquiries are managed promptly, messages passed on accurately, and follow-ups logged.
Access & Security: Monitor visitor entry/exit and ensure safeguarding procedures are followed (e.g., visitor badges, sign-in/out).
First Point of Escalation: Escalate urgent queries (e.g., safeguarding, building issues) to the appropriate manager without delay.
Confidentiality & Professionalism: Uphold confidentiality in all interactions and represent Terapia positively at all times.
Facilities Coordination
Support fire safety , first aid, and health and safety processes (training provided as required).
Keep records of inspections, risk assessments, and compliance checks (e.g., fire alarms, PAT Testing, Legionnaires checks, Water Temperature Checks).
Maintain building security systems (keys, fobs, alarms etc.).
Develop and Maintain Site handbooks for all personnel (staff, trainees, visitors etc.)
Liaise with contractors and suppliers for maintenance, cleaning, and other facilities-related services.
Assist with coordinating office moves, equipment, and supplies as required.
Support senior leadership team members in managing facilities budgets, invoices, and supplier contracts.
Monitor and liaise with the contracted cleaning service to ensure agreed standards and tasks are consistently met.
Contractor Liaison: Maintain good working relationships with external contractors (e.g., cleaners, maintenance providers, security) and monitor service delivery against agreed contracts.
Planned Maintenance: Support the development and monitoring of planned maintenance schedules (e.g., servicing of boilers, lifts, alarms, and emergency lighting).
Compliance & Certification: Ensure statutory checks (PAT testing, gas/electrical safety, fire safety systems) are carried out on time and records maintained.
Environmental Responsibility: Promote energy efficiency and sustainability practices across the building (e.g., recycling, responsible use of utilities).
Emergency Preparedness: Contribute to business continuity planning, including evacuation procedures, incident reporting, and emergency response readiness.
Asset Management: Keep an up-to-date inventory of key equipment, furniture, and facilities assets.
Supplier Management: Assist in reviewing suppliers for cost-effectiveness and value for money, sourcing quotes where needed.
Conduct regular site checks; schedule and carry out minor repairs (e.g. lightbulbs, batteries) and report larger maintenance issues.
Ensure spaces are tidy, safe, and well-maintained in line with health and safety guidelines.
Oversee stock levels (stationery, toiletries, refreshments, printer toners) and coordinate deliveries.
Visitor Safety: Ensure accessibility and safety considerations are in place for all staff, trainees, and visitors, including those with additional needs.
Facilities Reporting: Contribute facilities-related data for management/Board reports, highlighting risks, issues, and improvements.

Person Specification
Essential:
Experience in a facilities, reception , or office coordination role.
Strong communication and interpersonal skills with a professional and welcoming manner.
Good understanding of health and safety in the workplace.
Good IT skills; confident using Microsoft Office (Word, Excel, Outlook).
Strong organisational skills and ability to multitask effectively.
Comfortable handling basic manual tasks (e.g. moving boxes, minor repairs).
Ability to work independently as well as collaboratively within a team.
Commitment to Terapias values, safeguarding, and mission to support children, young people, and families.
Desirable:
Experience working in a therapeutic, educational, or healthcare environment.
Fire Warden and/or First Aid training (or willingness to train).
IOSH Managing Safely qualification.
UK driving licence.

Qualities
Friendly, approachable, and professional presence.
Diligent, reliable, and proactive with a can-do attitude.
Calm and organised, able to respond well to competing demands.
Committed to creating safe, accessible, and welcoming environments.
Applications can be made by sending your CV and a formal letter explaining how you are suitable for this position. Please note that only successful candidates will be contacted.

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Location:
Finchley
Salary:
£30,000
Job Type:
FullTime
Category:
Customer Service;Property

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