Services Assistant for The Telegraph

Background

The Telegraph is one of the UK's most respected multimedia news organisations, with a heritage spanning more than 160 years. Known for trusted journalism and insightful reporting, it relies on an efficient workplace support function to keep its people, operations and services running.

To strengthen its Workplace and Corporate Services team, The Telegraph needed a Services Assistant who could provide reliable administrative and operational support while maintaining high standards of customer service across the business. Maxwell Stephens was engaged to run the search.

The Challenge

The role supports the Head of Services and the wider workplace services function. It is varied and fast-paced, and the person in it has to balance a number of responsibilities at once while keeping workplace and support services running smoothly across the organisation. Key areas of responsibility included:

• Workplace services administration and general operational assistance
• Customer service and enquiry management
• Facilities support coordination
• Invoice processing and financial administration
• Event and meeting support
• Security pass administration
• Supplier and contractor coordination
• Workplace resource management, office supplies and inventory control
• Document and records management
• Internal stakeholder support

The successful candidate needed to be highly organised, customer-focused and able to work independently while managing competing priorities. Strong communication skills, attention to detail and a proactive approach to problem-solving were essential, alongside proficiency in G Suite, Microsoft Office and general administrative processes.

Roles like this are easy to under-describe. On paper they look administrative; in practice the Services Assistant is often the first point of contact for anything that goes wrong in the workplace, and the quality of that response shapes how the whole services function is perceived. In a media business, where deadlines do not move, that matters more than usual.

Our Approach

Understanding the Requirement

Maxwell Stephens worked closely with The Telegraph to understand the operational requirements of the role and the personal attributes needed to succeed in a busy media environment. It was clear that the successful candidate would need to combine strong workplace support skills with a genuine commitment to customer service.

Specialist Search Process

Drawing on our Facilities Management and Workplace Services network, we ran a targeted search for candidates with experience across workplace services, facilities administration, corporate services support, customer service, office administration, event coordination, supplier and contractor liaison, financial and invoice administration, and front-of-house and workplace support.

Particular emphasis was placed on candidates who could perform well in a busy environment while maintaining professionalism, accuracy and a positive approach.

Candidate Assessment

Candidates were assessed against a range of technical and behavioural competencies:

• Administrative and organisational skills
• Customer service standards
• Communication and stakeholder engagement
• Facilities and workplace support experience
• Financial administration capability
• Problem-solving and initiative
• Time management and prioritisation
• Ability to work independently and collaboratively

The process was designed to identify someone who could support a high-performing workplace services team while contributing positively to the wider organisation.

The Outcome

Maxwell Stephens appointed a capable Services Assistant with the experience, professionalism and customer-focused approach the role required. The successful candidate brought strong workplace and administrative support experience, good customer service skills, effective organisational and multitasking ability, strong communication and stakeholder management, experience of supporting operational and facilities functions, a proactive and solutions-focused mindset, and a high level of professionalism and attention to detail.

They integrated quickly into The Telegraph's workplace services team and took on responsibility for supporting a wide range of operational activities across the business. The appointment delivered immediate value, including:

• Stronger support for workplace and corporate services operations
• Improved responsiveness to internal enquiries and requests
• Effective coordination of administrative and operational activities
• Reliable support for events, meetings and workplace initiatives
• Better management of workplace resources and supplies
• Strong stakeholder engagement and customer service delivery
• Greater operational efficiency across the services function
• Continued support for a positive and productive workplace environment

The placement gave The Telegraph a Services Assistant able to support the organisation's operational needs while delivering the standard of service expected within a leading media business.

Why This Placement Worked

Support roles in workplace services are frequently recruited on administrative competence alone, which is necessary but not sufficient. This search treated customer service, initiative and composure under pressure as core requirements rather than desirable extras, and assessed for them directly. The result was an appointee who could handle the administrative load and the people side of the role in equal measure.

Maxwell Stephens supports corporate organisations, media businesses, professional services firms and commercial occupiers with specialist recruitment across workplace services, facilities administration, corporate services, office and facilities coordination, front-of-house management, workplace experience, facilities management and operational support roles. If you are recruiting for a similar position, get in touch with our team.