Control Centre Co-ordinator - Nights in London

• Department: FM Helpdesk
• Company: Canary Wharf Management Limited
• Reporting to: Centralised Operations Manager
• Job Summary

The Control Centre Coordinator provides a professional, high level customer service and operational support function to internal teams, contractors, and estate management staff.

Key objective of this role is to ensure the smooth delivery of estate services through effective communication, accurate data handling, and proactive contractor and systems support.

The role is integral to maintaining service continuity by managing contractor onboarding within the e permit system, conducting estate inductions when required, operating the CAFM system (MRI Evolution) with precision, and supporting Building Management (BM) teams through timely escalation of both Reactive and Planned Preventative Maintenance task (PPMs), and accurate record keeping.

For night‑shift operations, the role also provides continuity between daytime and overnight services by monitoring outstanding maintenance activity, progressing handover items, and ensuring urgent or unresolved issues are appropriately escalated.

Working Pattern: 4 days per week
Shift Times: 7pm-7am ( Monday to Thursday)
Salary: £40,000 + 3% shift allowance
Contract: Full-time

• Main Responsibilities
• Respond promptly and professionally to all calls, emails and enquiries received by the FM Helpdesk, ensuring they are processed in accordance with agreed procedures.
• Act as a key point of contact for tenant and contractor related queries, supporting the Customer Satisfaction Service procedure as directed by the Helpdesk Operations Manager.
• Maintain excellent customer and stakeholder relationships through clear communication, accurate information, and consistent application of FM Helpdesk processes.
• Manage the onboarding process for new contractors, including the creation and administration of contractor accounts on the e‑permit platform.
• Provide first-line support for contractor queries relating to system access, account updates, and general e‑permit processes.
• Deliver training sessions to contractors on how to use the e‑permit system effectively, ensuring compliance with estate procedures.
• Support BM teams by conducting and recording contractor Estate Inductions when required, ensuring records are accurately maintained and compliance standards met.
• Operate the CAFM (Evolution) system daily, ensuring all maintenance tasks are raised, updated, and closed accurately and promptly.
• Process reports into reactive tasks, ensuring that all information is correctly logged in Evolution in a timely manner, key information is collected from the reporter and stored in accordance with internal procedures.
• Escalate urgent operational issues and provide updates to managers, supervisors and relevant departments where required.
• Support the Helpdesk Operations Manager by preparing accurate reports, dashboards, and data extracts for operational reviews and management reporting.
• Ensure all database entries, task logs, permits, and system updates are completed with a high level of accuracy, attention to detail, and consistency.
• Maintain compliance with Health & Safety policies and elevate hazards, incidents, or operational concerns promptly to the appropriate manager.
• Ensure that all operational procedures are followed and that data integrity across systems is upheld at all times.
• Review day and late-shift handovers and monitor outstanding reactive and planned maintenance tasks overnight, progressing actions where possible and ensuring clear and accurate information is available for the following shift.
• Provide first-line operational and systems support to night‑shift Supervisors and engineers, including support with CAFM task visibility and completion issues, escalating unresolved or urgent matters to the appropriate manager or supervisor.
• To carry out any other reasonable duties as required by the Helpdesk Operations Manager or Centralised Operations Manager.

PERSON SPECIFICATION

• Extensive experience in a professional customer service, control centre, facilities, or operations environment (essential).
• Strong IT literacy including Microsoft Office applications (Excel, Outlook, Word).
• Experience using CAFM systems (particularly Concept Evolution) desirable.
• Exceptional communication skills with the ability to manage stakeholders diplomatically across all levels.
• Strong organisational skills with proven ability to prioritise, multitask and handle time‑sensitive information accurately.
• High level of attention to detail and accuracy, particularly when handling CAFM data, logging tasks, and processing reports.
• Ability to exercise initiative, sound judgement, and proactive problem‑solving in a dynamic operational environment.
• Strong commitment to excellent customer service aligned to organisational values.
• Must be able to commit to a fixed 40‑hour, four-night pattern, working Monday to Thursday.

The role will provide overnight coverage between 7:00pm and 7:00am.

Exact start and finish times will be determined by operational requirements.

• Team‑oriented approach with the capability to work independently when required.
• Health Safety And Welfare Responsibilities

All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.

Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.

Environmental, Social & Governance (esg) Responsibilities

Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy.

It is imperative that all staff members understand and adopt this strategy into their respective roles.

This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.

Quality Management Responsibilities

In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies.

Additionally, it's vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.

• Company Values
• Commit to Excellence
• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions
• Foster Collaboration
• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals
• Encourage Engagement
• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Take Ownership
• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve
• Embrace Innovation
• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

What We Offer

Diversity and Inclusion

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential.

We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction.

We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

Flexible Working

As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity.

Therefore, we are open to consider flexible working arrangements, both temporary or permanent.

Learning and Development

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals.

We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning.

We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related.

We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Other Benefits

We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind.

From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.