Senior FM Operator

Package Description

Joining Serco amazing team offers:

• Competitive Salary
• Great career opportunities
• Corporate Benefits Package
• International environment
• Possible hybrid work

Job Introduction

Serco is the preferred partner for European Institutions and International Organisations, offering ICT services and Contact Centre management across Europe. Our expertise extends from Information System support to consultancy under the government framework, supporting key entities such as the European Commission and Executive Agencies. As a leader in Service Integration and Management, we ensure seamless delivery of services across various platforms, embodying our commitment to excellence in every aspect of our work.

We are hiring a Senior FM Operator for an international organisation in Frankfurt, Germany, and various locations around Europe.

Main Responsibilities

The Senior FM Operator provides senior‑level front‑office and Facilities Management operational support, ensuring high‑quality service delivery for switchboard, welcome desk and Facilities Management request handling. The role acts as a key interface between users, service providers and internal stakeholders, contributing to the smooth coordination of Facilities Management services and events.

Key responsibilities include:

• Delivering professional switchboard and welcome desk services, acting as a primary and reliable point of contact for internal and external users
• Registering, processing, prioritising and monitoring Facilities Management service requests through ticketing or CAFM systems, ensuring timely and accurate resolution
• Managing meeting room bookings, conference services and associated logistical arrangements in line with established procedures
• Coordinating and supporting events, including invitation management, participant handling and related service requests
• Ensuring correct use and administration of invitation management tools and processes for meetings, conferences and events
• Applying strong technical expertise within the scope of the Managed Services to support efficient service delivery
• Ensuring high customer satisfaction through excellent communication, diplomacy and proactive problem resolution
• Liaising closely with FM service providers, internal teams and stakeholders to ensure service continuity and quality
• Supporting adherence to Facilities Management standards and best practices (e.g. GEFMA)
• Maintaining accurate records, documentation and reporting related to service requests and activities
• Providing guidance and operational support to junior FM Operators, as required

Essential:

• Secondary school graduation (preferably high school graduation / Abitur) plus professional education with at least 4 years relevant experience in addition to the experience required below; alternatively a bachelor’s degree in business administration, Facility Management or another relevant field:
• Minimum 4 years of relevant professional experience in relevant fields;
• Excellent customer service skills as well as very good communication and diplomacy skills, verbal and in writing;
• Technical expertise for the scope of the Managed Services;
• English skills level C1 (according to the "self-assessment grid" available on the Europass website https://europa.eu/europass/en);
• German skills level B2 (according to the "self-assessment grid" available on the Europass website https://europa.eu/europass/en).
• Experience as event organiser
• Knowledge of Facility Management standards such as GEFMA;
• Very good knowledge of invitation management and processes for conferences, meetings and of respective tools;
• Very good knowledge of ticket systems or CAFM software, e.g. Planon;
• Very good knowledge of Switchboard systems;
• Very good knowledge of MS Office (Outlook, Word, Excel);
• Experience with CRM systems, e.g Adito, Mendix