At a Glance
- Tasks: Be the go-to person for all facilities-related queries and ensure smooth operations.
- Company: Join a supportive team within the London Borough of Redbridge.
- Benefits: Competitive pay, collaborative environment, and opportunities for service improvements.
- Other info: Fast-paced role with a focus on customer service and teamwork.
- Why this job: Make a real difference in your community by maintaining safe and functional facilities.
- Qualifications: GCSE level education and 2 years in admin or data input roles.
The predicted salary is between 33600 - 34500 £ per year.
We are seeking a proactive and customer-focused Helpdesk Support Officer to join our Facilities Management team. Acting as the first point of contact for all facilities-related queries, you will play a key role in ensuring the smooth operation of property services across the Council’s estate. This is a fast-paced, high-volume role where you’ll coordinate and track both hard and soft FM requests using the CAFM system (Civica), ensuring issues are resolved efficiently while delivering excellent customer service.
Key Responsibilities
- Helpdesk & Service Delivery
- Act as the first point of contact for clients, contractors, and stakeholders
- Log, track, and manage all facilities requests (emergency and non-emergency) via the CAFM (Civica) system
- Assess and prioritise incoming jobs, determining the appropriate course of action
- Coordinate works with contractors and internal teams to ensure timely delivery
- Monitor progress of jobs and proactively chase outstanding works
- Escalate risks, delays, or breaches in response times to relevant managers
- Facilities & Property Support
- Support the Facilities team with research into repair solutions and service improvements
- Request and review quotations where required
- Maintain accurate system records and update job statuses
- Liaise with internal service areas and external partners throughout the lifecycle of requests
- Finance & Administration
- Raise and manage purchase orders (up to £1,000 per order)
- Support invoice processing, validation, and reconciliation against completed works
- Resolve discrepancies with contractors and suppliers
- Maintain accurate financial records relating to helpdesk activity
- Assist with production of management reports and service data
- Database & Reporting
- Ensure CAFM data is accurate, up to date, and complete
- Update job completion records and ensure documentation is closed correctly
- Run and support reports from the CAFM system
- Escalate incomplete or overdue work appropriately
About You
Essential Criteria
- Educated to GCSE level (or equivalent)
- Minimum 2 years’ experience in data input or administrative roles
- Strong IT skills, with the ability to work across systems (ideally CAFM/Civica)
- Excellent customer service skills and ability to manage high volumes of requests
- Strong communication skills (written and verbal)
- Ability to prioritise workloads and make effective decisions under pressure
Desirable
- Experience within Facilities Management or the built environment
- Knowledge of property maintenance processes
- Experience working with contractors and service providers
Key Competencies
- Customer Focus: Responsive, adaptable, and committed to high service standards
- Communication: Clear, professional, and confident when dealing with a range of stakeholders
- Teamwork: Works collaboratively across teams and departments
- Analytical Thinking: Able to triage and assess maintenance issues effectively
- Adaptability: Thrives in a fast-paced, reactive environment
Why Join Us?
- Be part of a critical frontline service supporting the Council’s estate
- Work in a collaborative and supportive team environment
- Contribute to service improvements and operational efficiency
- Play a role in delivering safe, functional, and well-maintained facilities for the community
Additional Information: You will be expected to uphold high standards of confidentiality, data protection, and customer care. A commitment to health & safety, equality, and sustainability is essential. Duties may evolve in line with service needs.
OR104437 – Helpdesk Support Officer employer: Carrington Blake Recruitment
Join our dynamic Facilities Management team in the London Borough of Redbridge, where you will be at the forefront of delivering exceptional service to the community. We pride ourselves on fostering a collaborative work culture that values employee growth and development, offering opportunities to enhance your skills in a fast-paced environment. With a commitment to health, safety, and sustainability, working with us means being part of a vital service that ensures our facilities are safe, functional, and well-maintained.
Contact Details:
Carrington Blake Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land OR104437 – Helpdesk Support Officer
✨Tip Number 1
Get to know the company! Research the London Borough of Redbridge and their facilities management approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since this role is all about being the first point of contact, think of scenarios where you might need to handle tricky situations. Role-play with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the role and the team culture, plus it shows your proactive approach to getting involved.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace OR104437 – Helpdesk Support Officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in facilities management and customer service. We want to see how your skills match the role of Helpdesk Support Officer, so don’t hold back!
Show Off Your IT Skills:Since this role involves using the CAFM system (Civica), it’s a good idea to mention any relevant IT experience you have. If you've worked with similar systems before, let us know – we love tech-savvy candidates!
Highlight Your Customer Service Experience:As the first point of contact for clients and contractors, excellent customer service is key. Share examples of how you've successfully managed high volumes of requests and resolved issues efficiently.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know Your CAFM Systems
Familiarise yourself with the CAFM (Civica) system before the interview. Understand how it works, its features, and how it can be used to log and track requests. This will show your proactive approach and readiness for the role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in previous roles. Think about specific situations where you resolved issues or improved client satisfaction, as this is crucial for a Helpdesk Support Officer.
✨Demonstrate Your Problem-Solving Ability
Be ready to discuss how you assess and prioritise tasks under pressure. Share instances where you successfully triaged maintenance issues or coordinated with contractors to resolve problems efficiently.
✨Research the Organisation
Take some time to learn about the London Borough of Redbridge and its facilities management services. Understanding their values and current projects will help you tailor your responses and show genuine interest in the role.
