Helpdesk Coordinator

Responsible for the daily coordination and management of Facilities Management (FM) Helpdesk activities across the designated area. This includes administering and monitoring the FM system, managing issues from start to resolution, and escalating when required to ensure service level agreements (SLAs) and key performance indicators (KPIs) are met.

The role supports the business in driving continuous improvement across FM services by analysing system data and identifying trends. You will also oversee sub-contractor engagement for both reactive and compliance-related tasks.

As the FM Helpdesk Coordinator, you will be a confident communicator who can engage effectively with colleagues, customers, and suppliers, while producing meaningful reports and updates.

Key Responsibilities

• Act as the first point of contact for internal customers, handling enquiries via phone and email.

• Log all work requests into the CAFM and finance systems accurately.

• Manage both reactive and planned works through to completion.

• Liaise with contractors and suppliers to ensure tasks are completed within agreed timescales.

• Coordinate with the finance team to ensure accurate costing and timely payment of works.

• Arrange planned maintenance visits with internal clients, providing details and access information to third-party contractors.

• Manage the compliance and safety database, highlighting shortfalls and arranging corrective actions with service providers.

• Escalate complaints or unresolved issues to the appropriate manager.

• Act as the first point of contact for third-party vendors on operational issues.

Job Scope

• Adhere to all internal reporting procedures.

• Support the delivery of FM services to ensure efficiency and compliance with company policies and procedures.

• Ensure clear and timely communication across all sites, escalating technical issues as needed.

Relationships

• Build and maintain effective working relationships with subcontractors, internal teams, and senior management on FM-related activities.

• Communicate regularly with branch teams to coordinate service delivery.

Skills, Knowledge & Experience Required

• Strong customer service and communication skills.

• Experience working in a busy helpdesk or call centre environment.

• Proficiency in Microsoft Office, especially Excel and Outlook.

• Knowledge of property services or facilities management preferred (but not essential).

• Previous compliance or trades-related experience is an advantage.

Behaviours

• Act with ambition and determination.

• Offer and invite challenge respectfully.

• Take ownership of decisions and do the right thing.

• Respond proactively and with innovation.

• Embrace diversity of thought and lead change.

• Listen, understand, and adapt to needs.

• Set direction and inspire commitment.

• Build honest, open, and considerate relationships.

• Continuously develop yourself and others to achieve excellence.

Internal Relationships

• Daily interaction with branches and other internal stakeholders.



External Relationships

• Manage and maintain relationships with supplier partners and contractors.