Facilities Helpdesk Coordinator

As a Facilities Helpdesk Coordinator, you will play a key role in ensuring reactive maintenance works are managed efficiently and communicated effectively to clients, contractors, and engineers.

Key responsibilities include

• Raising and issuing reactive maintenance calls via various CRM and client management platforms.
• Issuing work orders and purchase orders to engineers and subcontractors.
• Monitoring progress of ongoing works and obtaining regular updates from contractors.
• Providing timely updates to clients regarding job progress, attendance, and completion status.
• Updating internal and external systems with accurate notes, actions, and job status information.
• Producing reports as required by management and clients.
• Managing a dedicated portfolio of brands and client accounts.
• Processing contractor invoices and related administration
• Additional Duties
• Supporting colleagues and management with ad hoc tasks and projects as required.
• Assisting with departmental objectives and maintaining high levels of customer service.
• Participating in the out-of-hours (OOH) support rota and providing backup assistance as required, ensuring client and operational requirements are maintained outside normal business hours.
• Assisting with emergency and escalated maintenance issues when required.
• Supporting team members during periods of increased workload to ensure service levels are maintained.
• Undertaking any other reasonable duties commensurate with the role as directed by management.

Full training will be provided; however, applicants should possess a basic understanding of facilities maintenance and the various trades involved, including electrical, plumbing, carpentry, and general building maintenance.

The successful candidate will be expected to

• Assess the urgency and priority of reported faults.
• Identify situations involving health and safety risks and escalate appropriately.
• Make informed decisions regarding contractor allocation and job prioritisation.
• Work proactively to ensure service level agreements and client expectations are achieved.

Qualifications and Experience

• Proficient in Microsoft Office applications, particularly Word and Excel.
• Excellent written and verbal communication skills.
• Strong organisational and administrative abilities.
• Previous experience within a fast-paced or high-pressure environment.
• Experience within the facilities management or maintenance industry.
• Experience using CRM, CAFM, or job management systems.

Skills and Personal Qualities

The successful candidate will demonstrate

• Excellent command of the English language, both written and spoken.
• Strong interpersonal and customer service skills.
• Confidence when communicating with clients, contractors, and colleagues.
• Excellent attention to detail.
• A well‑organised and methodical approach to work.
• The ability to manage multiple tasks and priorities simultaneously.
• A positive and proactive attitude.
• Strong teamwork skills while also being capable of working independently.
• Professional and presentable manner.
• Self‑motivation and a strong desire to deliver excellent service.

This role requires an individual who can work effectively both independently and as part of a team.

While managing their own portfolio of client accounts and reactive maintenance requests, the successful candidate must also collaborate closely with colleagues to ensure works are coordinated efficiently and client expectations are consistently met.

• We offer a competitive salary,
• 25 days' annual leave plus bank holidays
• a company pension scheme
• a supportive working environment
• opportunities for personal development and career progression
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