Client Support Advisor

Wates Group; Manchester; On-site; GBP 24,000 - 32,000; Full time

Job summary

The WPS Manchester-based Client Support Advisor role is part of the Facilities Management team. You’ll be the first point of contact for clients, handling maintenance requests, coordinating engineers, and ensuring service delivery targets are met in a fast-paced FM operation.

This position suits someone with prior FM Helpdesk experience who thrives on customer service and strong client relationships, and who can work with CAFM systems to log and track activity.

Qualifications

• Experience in Facilities Management Helpdesk, Service Desk, or Client Support.
• Strong customer service and relationship-building skills.
• Experience using CAFM systems or maintenance platforms.

Responsibilities

• Act as the primary contact for clients, customers, suppliers and engineers.
• Log, manage, and update reactive and planned maintenance requests.
• Coordinate and schedule engineering resources to meet SLAs.
• Monitor work orders from inception to completion.
• Maintain records and document customer interactions.
• Liaise with operations teams, subcontractors and clients to resolve issues.
• Escalate high-priority issues when needed.
• Support the FM team with admin and customer service tasks.
• Deliver a professional, responsive and customer-centric service.

Skills

Facilities Management Helpdesk

Customer service

Relationship-building

CAFMs

Maintenance platforms

Organisational skills

Communication skills

Tools

CAFM software

Job description

WPS| ManchesterContract: Full Time, Permanent

The Opportunity

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.