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- Tasks: Coordinate maintenance jobs and support engineers to ensure exceptional service delivery.
- Company: Join a growing, people-driven business with a supportive culture.
- Benefits: Competitive salary, 25 days leave, pension scheme, and career development.
- Why this job: Be part of a dynamic team making a real impact in facilities management.
- Qualifications: Experience in helpdesk or planning roles, strong communication, and multitasking skills.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
The predicted salary is between 28000 - 33000 £ per year.
At Universal Building Specialists (UBS), we are proud to be a growing, people-driven business built on integrity, collaboration, and technical excellence. From our head office in Brentwood, we deliver mechanical, electrical, and building fabric maintenance to clients across the UK — combining national reach with a personal, hands-on approach.
Our culture is open, energetic, and supportive. We believe the best results come from strong teamwork, clear communication, and empowering our people to take ownership of their work. Whether you are dispatching engineers to an urgent call-out, supporting a client during a critical incident, or planning PPM schedules for a major site, you will be part of a team that genuinely cares about doing things right and delivering exceptional service every day.
As we continue to expand, we are looking for a Facilities Helpdesk Coordinator with strong organisational skills and a cool head under pressure to join our Brentwood-based planning team. You will manage a dedicated portfolio of clients, ensuring reactive jobs, call-outs, and remedial works are handled quickly, efficiently, and to the highest standard.
The Facilities Helpdesk Coordinator will take ownership of a specific portfolio of clients, managing all reactive maintenance, call-outs, and remedial works from first contact through to completion. This role sits within the planning team and requires exceptional multitasking, prioritisation, and communication skills.
You will coordinate engineers and subcontractors, ensure response times meet SLA requirements, and support the Service Delivery Manager in maintaining smooth, high-quality service delivery. It is a fast-paced, dynamic position ideal for someone who thrives under pressure, enjoys solving problems on the spot, and takes pride in keeping operations moving seamlessly.
Tasks
- Act as the first point of contact for all reactive maintenance, call-outs, and remedial works across a defined client portfolio.
- Log, prioritise, and manage all incoming jobs within the CAFM system, ensuring accurate details and timely responses.
- Schedule and coordinate engineers and subcontractors based on priority, skillset, and location.
- Monitor live jobs throughout the day — chasing attendance, progress updates, and completions.
- Ensure all response and completion times meet agreed SLAs and escalate where necessary.
- Communicate clearly and proactively with clients, providing updates and reassurance during live call-outs.
- Support the planning of remedial works following engineer visits or compliance inspections.
- Work closely with the Service Delivery Manager and other Helpdesk Coordinators to ensure even workload distribution and team efficiency.
- Produce and update reports on job status, response performance, and client activity.
- Contribute to continuous improvement of scheduling and communication processes within the helpdesk team.
Requirements
Essential:
- Experience working in a helpdesk, planning, or scheduling role within Facilities Management or Building Services.
- Strong understanding of reactive maintenance and call-out management.
- Excellent communication and multitasking skills — calm under pressure and able to prioritise in a fast-moving environment.
- Confident using CAFM systems, Excel, and Microsoft Office applications.
- Organised, proactive, and solutions-focused — able to think quickly and make sound decisions.
- Strong attention to detail and accuracy in job logging and reporting.
Desirable:
- Experience coordinating M&E engineers or managing reactive workstreams in a hard services environment.
- Knowledge of SLA performance management and escalation processes.
- Familiarity with SFG20 and FM compliance frameworks.
Benefits
- Competitive salary (£28–33K depending on experience)
- 25 days annual leave plus bank holidays
- Pension scheme
- Ongoing training and career development opportunities
- Supportive and collaborative working culture
- Modern offices with on-site parking
- The chance to be part of a fast-growing FM business where your contribution directly impacts client service and team success
If you feel like you could make a difference at UBS, get in touch!
Helpdesk Coordinator / Service Desk Coordinator in Wickford employer: Universal Building Specialists
Contact Detail:
Universal Building Specialists Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Coordinator / Service Desk Coordinator in Wickford
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to helpdesk coordination. Think about scenarios where you've had to manage multiple tasks under pressure, as this will show your potential employer that you can handle the fast-paced environment at UBS.
✨Tip Number 3
Show off your tech skills! Familiarise yourself with CAFM systems and Excel, as these are crucial for the role. If you can demonstrate your proficiency during an interview, it’ll give you a leg up over other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the UBS team.
We think you need these skills to ace Helpdesk Coordinator / Service Desk Coordinator in Wickford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Helpdesk Coordinator role. Highlight your organisational skills, communication abilities, and any relevant experience in facilities management or helpdesk roles.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re the perfect fit for our team. Share specific examples of how you've handled reactive maintenance or call-outs in the past, and show us your passion for delivering exceptional service.
Showcase Your Problem-Solving Skills: In your application, give us a glimpse of how you tackle challenges. Describe situations where you’ve had to think on your feet and make quick decisions, especially under pressure. We love candidates who can keep calm and deliver results!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the role. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Universal Building Specialists
✨Know Your Stuff
Make sure you understand the basics of reactive maintenance and call-out management. Brush up on your knowledge of CAFM systems and how they work, as well as any relevant compliance frameworks like SFG20. This will show that you're not just interested in the role but also have the technical know-how to excel.
✨Show Off Your Communication Skills
Since this role involves a lot of client interaction, practice how you communicate clearly and confidently. Think about examples where you've successfully managed client expectations or resolved issues under pressure. Being able to articulate your thoughts will help you stand out.
✨Demonstrate Your Multitasking Ability
Prepare to discuss times when you've juggled multiple tasks effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help the interviewers see that you can handle the fast-paced environment they'll expect you to thrive in.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how success is measured in the role, or what challenges the team is currently facing. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
