Background
The Pensions Ombudsman is an independent body set up by law to investigate complaints about pension administration. Around 90 staff work there, handling thousands of enquiries and investigations each year. It asked Maxwell Stephens to recruit an Office Manager based in its Canary Wharf office.
The Challenge
The Office Manager is the go-to person for staff on support services and deputises for the Head of Corporate Services on building matters. That means a post that is part facilities manager, part IT lead and part business continuity planner.
On the premises side, the post holder keeps office facilities working, liaises with the landlord about maintenance and improvements, makes efficient use of space and builds relationships with suppliers. On IT, the Office Manager is the operational contact for the managed service provider and monitors orders and inventory. The brief expected strong Microsoft Office knowledge and the ability to set up equipment such as video-conference facilities and help with troubleshooting.
Safety and resilience sit alongside this. The Office Manager carries out office health and safety checks, leads fire evacuations and incident management, and plans and maintains business continuity arrangements. The post also supports events, line manages support staff and provides cover during absences in Corporate Services. For a public-sector body, the right candidate had to combine judgement, tact and an ability to build consensus, with the organisation to run several tasks at once.
The role also asks for a steady hand at the centre of a busy organisation. The person is the first call for colleagues with a problem, whether that is a faulty piece of equipment, a meeting room that needs setting up or an event that needs organising, and they must stay calm and keep priorities straight when several demands arrive together.
Our Approach
- We took the brief from the Head of Corporate Services, including how the post splits between facilities, IT and continuity.
- We searched for office and facilities managers from regulated and professional organisations with real IT support exposure.
- We screened for health and safety knowledge, supplier and landlord management, and the independence to make sound daily judgements.
- We presented a shortlist with full CVs and notes, then managed the process through to offer.
The Outcome
Maxwell Stephens made the appointment.
If you need an office or facilities manager who can cover premises, IT and continuity, talk to Maxwell Stephens about how we would approach the search.
Planning a similar appointment?
If you are recruiting for a similar role, our team can help you define the brief, reach the right candidates and manage the process through to appointment.