Client Support Specialist - Facilities Management Helpdesk

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

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.