Critical Incident Coordinator

ISS Facility Services UK; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company in Birmingham is looking for a highly organised Critical Incident Coordinator. The role involves managing client requests, processing incidents, and allocating resources to ensure excellent service delivery. You will need to efficiently monitor shared mailboxes, handle work orders using systems like Maximo, and maintain accurate records. Excellent communication and a proactive approach are essential for success in this position.

Qualifications

• Highly organised and customer-focused.
• Ability to manage incidents efficiently and maintain clear communication.
• Proactive approach to drive incidents to resolution.

Responsibilities

• Receive, log, and process client and helpdesk requests.
• Translate client issues into FM/engineering actions.
• Monitor shared mailboxes and respond to requests.
• Manage work orders via CAFM systems.
• Liaise with subcontractors to schedule attendance.

Tools

Maximo

Job description

Job Description

We are seeking a highly organised and customer-focused Critical Incident Coordinator to join our team.

In this role, you will act as the first point of contact for client requests, ensuring all calls are logged, processed, and accurately translated into engineering or FM solutions.

Your ability to manage incidents efficiently and maintain clear communication will be key to delivering exceptional service.

You will be responsible for handling incoming incidents, monitoring shared mailboxes, allocating job requests to engineers or subcontractors, and keeping all associated systems updated. This position requires a proactive approach to drive incidents to resolution while maintaining accurate records and supporting the wider service delivery team.

Key Responsibilities

• Receive, log, and process client and helpdesk requests in line with contractual requirements.
• Accurately translate client issues into FM / engineering actions and allocate to the appropriate resource.
• Monitor shared mailboxes and respond to requests within agreed timeframes.
• Manage work orders via CAFM systems (e.g., Maximo).
• Liaise with subcontractors to schedule attendance and ensure timely completion.

Maintain accurate records and documentation.