Client Response & Helpdesk Coordinator

Linaker; Warrington; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Employee pension scheme

Overtime Opportunities

33 Days’ annual leave inclusive of the

8 statutory bank holidays

Buy & Sell holidays

Salary sacrifice schemes

Employee Assistance Programme (EAP)

One paid day per year for volunteering

Recognition programmes

Death In Service

Annual Linaker conference

Job summary

Linaker Limited is seeking a Client Response Team (CRT) Operator to be the primary contact for maintenance requests and client service queries, coordinating jobs with internal teams and contractors across the UK.

You will handle reactive and proactive repair needs, log issues accurately, manage urgent works, and ensure progress is tracked with precise records. The role emphasizes meeting SLAs and building strong client relationships.

Qualifications

• Good basic written and numerical skills; comfortable with Microsoft Office.
• Exceptional customer interaction skills; confident communicator.
• Experience in a fast-paced helpdesk is preferred.
• Knowledge of SLAs, KPIs, compliance, and quote turnaround is a bonus.

Responsibilities

• Serve as the primary contact for helpdesk enquiries by phone and email.
• Accurately log maintenance issues and requests in the job logic system.
• Manage urgent works (P1s) from initial contact to resolution.
• Track job progress and update notes for clients, engineers, and stakeholders.
• Meet or exceed SLAs and KPIs.
• Add information and mitigation for jobs not completed within client SLAs for review and improvement.
• Review completed documentation to confirm scope and raise related jobs or quotes if needed.
• Liaise with subcontractors and suppliers for updates, quotes, and reports.
• Help produce internal and client reports and data.
• Escalate unresolved or urgent issues to the champion or management team.
• Prioritise and allocate jobs to engineers or subcontractors based on urgency, skillset, and location.
• Build strong relationships internally and externally.
• Maintain the company’s reputation and carry out duties to meet obligations.
• Work with teams to improve client experience and reduce escalations.

Skills

Customer service

Communication skills

Helpdesk experience

Deadline-driven

Numerical skills

Tools

Microsoft Office

Job description

Linaker Limited is seeking a Client Response Team (CRT) Operator to be the primary contact for maintenance requests and client service queries, coordinating jobs with internal teams and contractors across the UK.

You will handle reactive and proactive repair needs, log issues accurately, manage urgent works, and ensure progress is tracked with precise records. The role emphasizes meeting SLAs and building strong client relationships.