Client Support Advisor

Wates Smartspace; Manchester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Wates Smartspace is seeking a proactive Client Support Advisor to join our Manchester FM team. You will be the first point of contact for clients and customers, logging and coordinating maintenance requests, and ensuring service delivery aligns with SLAs.

You'll work in a fast-paced, customer-focused environment, using CAFM systems to manage tickets, update records, and liaise with engineers and subcontractors to resolve issues efficiently while delivering a professional service.

Qualifications

• Experience in Facilities Management Helpdesk, Service Desk or Client Support.
• Strong customer service and relationship-building skills.
• Experience using CAFM/maintenance management platforms.
• Excellent organisational skills with the ability to manage multiple priorities.
• Strong communication skills, written and verbal.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• DBS check required at offer stage.

Responsibilities

• Act as the primary point of contact for clients, customers, suppliers, and engineers.
• Log, manage, and update reactive and planned maintenance requests through the CAFM/helpdesk system.
• Coordinate and schedule engineering resources to meet SLAs and KPIs.
• Monitor work orders from inception through to completion.
• Maintain accurate records and document customer interactions.
• Liaise with operational teams, subcontractors, and clients to resolve service issues.
• Escalate critical or high-priority issues where necessary.
• Support the wider FM team with administrative and customer service activities.
• Deliver a professional, responsive, and customer-centric service at all times.

Skills

Customer service

Relationship building

Communication skills

Organisational skills

Problem solving

Tools

CAFM systems

Job description

Client Support Advisor

WPS| ManchesterContract: Full Time, Permanent

The Opportunity

We are looking for anenthusiastic and customer-focused Client Support Advisor to join our growing Facilities Management team based in Manchester.

As the first point of contact for our clients and customers, you'll play a vital role in delivering an exceptional service experience. Managing maintenance requests, coordinating engineers, and ensuring service delivery targets are met, you'll be at the heart of a fast-paced and supportive FM operation.

This role is ideal for someone with previous Facilities Management Helpdesk experience who thrives in a customer-focused environment and enjoys building strong relationships with both clients and operational teams.

Key Responsibilities

• Act as the primary point of contact for clients, customers, suppliers, and engineers.
• Log, manage, and update reactive and planned maintenance requests through the CAFM/helpdesk system.
• Coordinate and schedule engineering resources to meet service level agreements (SLAs) and KPI targets.
• Monitor work orders from inception through to completion.
• Maintain accurate records and ensure all customer interactions are documented appropriately.
• Liaise with operational teams, subcontractors, and clients to proactively resolve service issues.
• Escalate critical or high-priority issues where necessary.
• Support the wider FM team with administrative and customer service activities.
• Deliver a professional, responsive, and customer‑centric service at all times.

About You

We're looking for someone who has:

• Previous experience within a Facilities Management Helpdesk, Service Desk, or Client Support environment.
• Strong customer service and relationship‑building skills.
• Experience using CAFM systems or maintenance management platforms.Excellent organisational skills with the ability to manage multiple priorities.
• Strong communication skills, both written and verbal.
• Good attention to detail and accuracy.
• Confidence working in a fast‑paced environment.
• A proactive approach to problem‑solving and service delivery.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre‑employment checks.