Facilities Helpdesk Co-ordinator

This is a fantastic opportunity to join a company who are going through an exciting, sustained period of growth and expansion. With clients across England and Wales, they have exceeded all expectations in terms of success – and there is more to come!

They are looking for new Facilities Helpdesk Co-ordinators to join their existing motivated and friendly team to support with their growth plans. They pride themselves on building trust, delivering high-quality facility management solutions which are tailored to each client’s needs.

The successful Facilities Helpdesk Co-ordinators will join the property team to work with a network of Contractors to quickly and efficiently deliver repairs and maintenance at client sites.

The Facilities Helpdesk Co-ordinators will be rewarded with a subsidised gym membership, company events, free onsite parking, cycle to work scheme and an employee referral scheme.

Core hours of work are Monday to Friday 9am-5pm, plus 1 in 6 Saturdays (with a day off in lieu). This team provides 24/7 support to clients, so the role does involve being on call 1 week in 6, with additional pay when this takes place.
 
Key Responsibilities

Respond to and record enquiries for urgent repair and maintenance, clarifying details to establishing urgency and providing initial guidance to relevant parties
Taking queries through a Computer Aided Facilities Management (CAFM) system and by telephone
Troubleshoot maintenance and repair issues, working with our technical team
Booking in and scheduling planned maintenance visits
Working with the CAFM system to manage work flows and processes
Liaise with contractors to provide updates on work commencement dates, ensuring all parties are kept informed
Hold regular client meetings over in person or over Teams

 
Essential Skills and Experience

Proven experience of working within a phone-based helpdesk or customer support role
Experience within a property or a facilities management environment would be preferred
A good problem solver with a common sense and logical approach to challenges
Excellent communication skills, with a real focus on getting the best possible outcome for clients as quickly as possible
A confident personality with the ability to create excellent relationships internally and externally
High degree of accuracy and attention to detail
Great organisational skills and ability to prioritise and work to tight timescales
Ability to work calmly under pressure at all times

KEYWORDS: facilities, helpdesk, 1st line, customer service, support, property, FM