Helpdesk Coordinator - Derbion Business Operations · Derbion

Purpose of the Role

Support overall health and safety policy and procedures. Deliver operational support to retailers, tenants, and contractors.

Key Responsibilities

• Data input and monitoring of the centre’s CAFM system for all planned and reactive tasks, resource allocation, and close‑down of tasks for both subcontractors and internal resources.
• Internal Planned Preventative Maintenance task assignment, call logging, reactive task assignment, reporting level of completion, logging events, document upload, and task closure.
• Proactively monitor the centre’s CAFM system and provide performance reports to centre management.
• Monitor and control the centre key usage and storage. Ensure accuracy in labelling of all keys.
• Provide support with H&S investigations by gathering required information such as incident pictures, CCTV footage, and logs with info Exchange.
• Obtain and sign off worksheets from subcontractors and close down subcontractor jobs on the system.
• Upload maintenance documents onto the CAFM system to evidence job completion and upload any statutory certificates to evidence compliance.
• Maintenance of compliance logbooks, performance reporting, and upwards escalation.
• Monitor the accuracy of any access requests on CTracker to ensure that contractors are appropriately insured and have appropriate permits for the scope of work described in their method statements in line with centre procedures.
• Ensure that appropriate permits are used per type contract visit.
• Assign secondary access approval to the appropriate departmental resource based on the scope of works and the level of risks associated with the scope.
• Securely manage access to the centre by keeping accurate logs where visitors/contractors have been issued with electronic swipe access cards and keys.
• Ensure compliance by uploading evidence of vacant unit checks and any other PPM’s as required.
• Ensure “high risk” work permits are managed in line with legal and regulatory compliance.
• Ensure general housekeeping requirements are maintained.

Skills, Knowledge and Experience

Qualifications and Experience

• Essential: Helpdesk switchboard experience.
• Proven practical office experience and excellent keyboard skills.
• GCSE grade C or above in English & Maths.
• Excellent customer relations and good communication skills.
• Computer literate in Microsoft Office applications, skills in Excel, Word as well as CAFM systems e.g. concept.
• A high level of interpersonal skills and a willingness to work as part of a team.
• Ability to prioritise workload and meet the daily demands of the team either working alone or as part of a team.
• Adaptable and flexible whilst working in a busy multi-skilled office environment.
• Excellent attention to detail and presentation.
• Understanding the need for confidentiality when dealing with both internal and external information.

Competencies

• Highly professional and efficient.
• Strong organisational and customer service skills.
• Fast and responsive – working to strict deadlines.
• Ability to multi‑task, solve problems, and work efficiently under pressure.
• Ability to communicate effectively at all levels.
• Motivated, proactive attitude, ability to work on own initiative.
• Utmost discretion when dealing with all sensitive and confidential information.
• Flexible, helpful attitude.
• High standard of professional grooming.
• Ability to listen and willingness to learn.
• Committed, motivated, and passionate about our people and our company.
• Deadline driven helpdesk environment and/or previous experience of working in a Technical Administration environment.

Working Hours

30–40 hours, no weekends.

Salary

£13.42/hr. Please see our Benefits Booklet for more information.