Client Support Advisor

WPS; Manchester; On-site; GBP 25,000 - 32,000; Full time

Job summary

WPS in Manchester is looking for a Customer-focused Client Support Advisor to join our Facilities Management team. You will be the first point of contact for clients, logging and tracking maintenance requests, coordinating engineers, and ensuring service delivery targets are met.

With experience in a Facilities Management Helpdesk or Service Desk, you will thrive in a fast-paced environment, maintain accurate records, and build strong relationships with clients and operational teams.

Qualifications

• Previous experience in Facilities Management Helpdesk, Service Desk, or Client Support.
• Experience using CAFM systems or maintenance management platforms.
• Strong customer service and relationship-building skills.
• Excellent organisational skills with multiple priorities.
• Strong communication skills, both written and verbal.

Responsibilities

• Act as the primary point of contact for clients, customers, suppliers, and engineers.
• Log, manage, and update maintenance requests through the CAFM/helpdesk system.
• Coordinate and schedule engineering resources to meet SLAs and KPI targets.
• Monitor work orders from inception to completion.
• Maintain accurate records and ensure all customer interactions are documented.
• Liaise with operational teams, subcontractors, and clients to resolve service issues.

Skills

Customer service

Relationship-building

CAFM systems

Organisational skills

Communication (written and verbal)

Attention to detail

Tools

CAFM system

Job description

WPS| Manchester

Contract: Full Time, Permanent

We are looking for an enthusiastic 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.