Customer Care Advisor

Daniel Owen Ltd.; Greater Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A facilities management company in Manchester is seeking a motivated FM Helpdesk Advisor to support their Customer Care team. This full-time role involves acting as the first point of contact for facilities management issues, ensuring service requests are logged and resolved efficiently. The ideal candidate will have strong customer service skills and experience with CAFM systems. This position requires excellent communication and organizational skills to meet the demands of a fast-paced, 24/7 environment.

Qualifications

• Experienced in using CAFM systems.
• Strong background in customer service, helpdesk, or call centre environments.
• Confident communicator with excellent telephone etiquette.

Responsibilities

• Act as the first point of contact for FM-related queries via phone.
• Log, allocate, and update service requests accurately within the CAFM system.
• Coordinate with engineers, operations teams, and contractors.

Skills

Customer service

Strong communication

CAFM systems

Microsoft Office

Job description

FM Helpdesk Advisor

Location: Manchester City Centre Full-Time | 4 months temp (initially) | 24/7 Helpdesk Environment

We're looking for an organised and customer-focused FM Helpdesk Advisor to join our busy Customer Care team. This role is a key part of our frontline operations, supporting a wide network of national and regional business customers with all facilities management (FM) service requests.

As the first point of contact for FM issues, you'll play an important role in ensuring planned and reactive maintenance requests are logged, allocated, and resolved efficiently - delivering excellent service to both internal teams and external suppliers.

Key Responsibilities

• Act as the first point of contact for FM-related queries via phone.
• Log, allocate, and update service requests accurately within the CAFM system.
• Coordinate with engineers, operations teams, and contractors to ensure timely completion of work orders.
• Monitor planned and reactive maintenance performance, taking action to meet SLAs.
• Raise and manage purchase orders for materials, uniforms, and parts.
• Upload and maintain compliance documentation to ensure high audit scores.
• Communicate effectively with customers, contractors, and internal account teams.
• Support colleagues during busy periods or absences.

About You

• Experienced in using CAFM systems.
• Strong background in customer service, helpdesk, or call centre environments.
• Confident communicator with excellent telephone etiquette.
• Highly organised with strong attention to detail and multitasking ability.
• Proficient in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Able to work in a fast‑paced, 24/7 environment with a focus on accuracy and service.

Qualifications & Experience

• Experience in facilities management, maintenance, or a related field (desirable).
• Proven experience coordinating contractors or suppliers.

If you are interested and feel you fit the above requirements, please apply or call Jess on 01618869670.