My client are seeking a Helpdesk Coordinator to join their Facilities Management team, playing a pivotal role in supporting the delivery of reactive maintenance, planned preventative maintenance (PPM), statutory compliance and customer support services across a diverse portfolio of commercial and public-sector contracts.
Day to Day of the Role
Helpdesk & Reactive Maintenance Coordination:
Serve as the primary point of contact for client calls, emails, and service requests.
Log, prioritise, and manage reactive maintenance requests within the CAFM system.
Allocate works to in-house engineers and approved subcontractors, monitoring job progress and ensuring updates are provided within agreed SLA response times.
Escalate urgent issues or service concerns as required.
Planned Preventative Maintenance (PPM):
Coordinate planned maintenance visits and schedule specialist subcontractor attendance through the CAFM system.
Monitor PPM completion status and chase outstanding service reports.
Compliance & Documentation:
Maintain electronic contract and compliance records to audit-ready standards.
Assist with updating asset information and contract records within MRI Evolution.
Financial & Commercial Administration:
Raise and manage purchase orders through Xero and process subcontractor and supplier invoices against completed works.
Assist with resolving invoice and PO queries and support the Contract Management team with quotation tracking and workflow management.
Customer Service & Communication:
Maintain professional and responsive communication with clients and suppliers.
Provide updates to clients on job progress and service delivery, supporting a positive customer experience across all FM contracts.
Required Skills & Qualifications
Strong organisational and administrative skills, with the ability to manage multiple tasks within a reactive environment.
Excellent communication and customer service skills, with a high attention to detail and accuracy.
Good problem-solving and coordination skills, with the ability to work independently and within a wider support team.
Previous experience within an FM Helpdesk, Contract Support, or Service Coordination role.
Understanding of reactive maintenance and planned maintenance processes.
Experience coordinating engineers and subcontractors in SLA-driven environments.
Benefits
Competitive salary and benefits package.
Opportunities for professional development and career advancement.