Customer Services & Concierge

Customer services and concierge services

We offer a range of front and back of house services to improve and add additional value to your working environment and experience for both your internal and external customers.

We understand how important your customers, staff and visitors are and realise that first impressions and excellent user experience are vital to enhance customer perception and reflect the calibre of your business and brand.

Our staff are provided with bespoke training to uphold your company values and ethos. Our customer care development programme provides every member of our team with the service excellence skills and techniques they need to deliver support services as a seamless extension of your organisation.

We can provide customer service teams and concierge services across a wide range of sectors from retail to professional services. From porterage and reception services in highly classified defence environments to reception desk and mailroom management in business environments, a whole range of customer service and concierge duties can be delivered by One Facility to fit the exact needs of your organisation.

Whatever your requirement, whether it’s a front or back of house support you need, our staff will ensure your visitors and staff receive exceptional customer service.

Facilities Management Helpdesk
Customer support, helpdesk support and customer service solutions

One Facility can provide a comprehensive 24/7 Helpdesk Service to manage the efficient resolution of our customers’ FM jobs. The helpdesk solution can include a dedicated telephone number and dedicated email address.

Our standard helpdesk solution includes dedicated call handling staff who will log requests and initiate actions, serve as a source of information and a communications hub between the Client, One Facility Facilities Management and any third party contractors.

The helpdesk solution also provides management reporting information and dashboards including a full audit trail of all activities. Our central CAFM team will provide business as usual support to the customer and will update location and asset details as appropriate.

All dashboards and reports can be accessed using customer or mobile devices as it is a web-based solution. All tasks will be assigned agreed SLAs so reports will measure closure of tasks against these metrics. Users are assigned system access according to their role and they will not have access to sensitive material in other parts of the business.

Post Room and Document Management
Mailroom management, scanning and digital mailroom

We provide bespoke solutions for all your mailroom and document management requirements. From the traditional collection and sorting of mail for delivery to graphic design, printing and reprographics, or scanning in order to electronically manage workflow or archive records, our solutions ensure secure access and management throughout the document lifecyle, while passing on cost savings to our clients.

Our post room and document management services generally fall into three main categories – mailroom management, scanning and digital mailroom:

Mailroom management

  • Central print
  • Reprographics


  • Workflow
  • Records management
  • Archiving
  • Electronic document management

Digital mailroom

  • Graphic design
  • Print procurement
  • Equipment supply and management
  • Transactional print and mail

Our service operatives work as a cohesive service delivery team, combining the management of all your mailroom and document requirements in one seamless extension. You benefit from the expertise of an experienced supplier with guaranteed service level agreements combined with the efficiency of an inhouse team who are the right cultural fit for you.

In addition to carrying out mail delivery and collection around a building, our team can add value by collecting and delivering reprographic requirements, collecting archiving boxes, delivering stationery requirements, restocking copiers and printers or clearing jams. They can undertake light porterage, support the preparation and clearing of meeting rooms, report service requirements including reactive cleaning or carry out a security sweep (checking windows, doors and other access points).