Location: Nottingham
Hours: 40 hours per week, typically 8:00am–5:00pm with flexibility
About the role
We’re looking for an organised and proactive Operations Helpdesk Coordinator to join our Facilities Management team in Nottingham.
Sitting at the heart of our day-to-day operations, you'll help coordinate planned and reactive maintenance across our client sites, working closely with engineers, contractors, suppliers and the wider Facilities team.
You'll be responsible for making sure jobs are logged correctly, allocated to the right people, progressed within agreed timescales and closed with all the required documentation in place.
It's a varied role that would suit someone who enjoys being busy, keeping things organised and making sure nothing gets missed.
Previous Facilities Management experience would be useful, but we're also interested in people with strong helpdesk, administration or service coordination experience who are keen to develop within FM.
What you'll be doing
Helpdesk & reactive maintenance
Monitoring client and internal helpdesk inboxes and responding to queries
Logging reactive maintenance requests accurately onto the CAFM system
Allocating reactive jobs to engineers and subcontractors
Actively monitoring open jobs and chasing updates to keep works progressing
Keeping clients and colleagues updated on the progress of outstanding works
Closing completed jobs and ensuring the correct paperwork and evidence has been uploaded
Escalating delays, recurring issues or potential service problems to the Facilities team
Planned maintenance & compliance
Allocating PPM (Planned Preventative Maintenance) tasks to engineers and contractors
Ensuring subcontractor PPM visits are booked and completed within the required timescales
Monitoring upcoming inspections and coordinating suitable dates with contractors and the Facilities team
Following up with subcontractors for certificates, service reports and other documentation
Reviewing completed documentation and highlighting missing information or compliance concerns
Scanning and maintaining in-house and subcontractor compliance records
Raising remedial actions following inspections and completed works
Supporting the review of subcontractor RAMS (Risk Assessments and Method Statements) for completeness and suitability
Operational & commercial support
Raising purchase orders for engineers and other members of the operational team
Processing quotations and obtaining costs from internal engineers and subcontractors
Supporting the Facilities team with client reporting
Producing helpdesk statistics and helping identify trends in reactive maintenance
Maintaining accurate information across systems, trackers and reports
Attending team and operational meetings when required
Looking for opportunities to improve processes and make the helpdesk more efficient
What we're looking for
We're looking for someone who is naturally organised, comfortable managing several priorities at once and confident communicating with different people throughout the working day.
You'll ideally have:
Previous administration, coordination or helpdesk experience
Strong organisational and administrative skills
Excellent attention to detail
Good IT skills, particularly Microsoft Office
Confidence learning and working with CAFM or other job-management systems
A professional telephone and email manner
Strong written and verbal communication skills
The ability to prioritise a busy workload and follow outstanding actions through to completion
A proactive approach – you'll be comfortable chasing information rather than waiting for it to arrive
Good problem-solving skills and the confidence to escalate issues when necessary
A collaborative approach and willingness to support the wider team
It would be great if you also have:
Previous experience working on an FM or maintenance helpdesk
Experience using a CAFM/job-management system
Experience coordinating engineers or subcontractors
Understanding of PPM and reactive maintenance
Experience with purchase orders, quotations or invoices
Some knowledge of compliance documentation, RAMS or contractor management
What success looks like
You'll play an important role in keeping our maintenance operation running smoothly.
That means making sure reactive jobs aren't left sitting unresolved, planned maintenance is booked on time, engineers and contractors have the information they need and completed works have the correct documentation behind them.
You'll become a key point of contact between the Facilities team, engineers, subcontractors and our client, helping us provide a responsive and well-organised service.
Working with us
You'll be joining a collaborative Facilities Management team where you'll have the opportunity to learn more about building maintenance, compliance and operational FM.
For someone looking to build a career within Facilities Management, this role provides excellent exposure to engineering operations, contractor management, compliance, client reporting and CAFM systems.
If you're an organised administrator or helpdesk professional who enjoys keeping things moving and delivering great service, we'd love to hear from you
Salary description
£30000.00 - £32000.00 per year