Customer Care Advisor

Daniel Owen; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A facilities management service provider is seeking a Customer Care Advisor to support their busy team in Manchester City Centre. This full-time position involves being the first point of contact for FM-related inquiries and ensuring the efficient logging and resolution of service requests. The ideal candidate will excel in a fast-paced, 24/7 environment and possess strong communication and organisational skills. Experience in facilities management is desirable. Join a supportive team committed to excellent service delivery.

Qualifications

• Experience using CAFM systems is a must.
• Excellent telephone etiquette required.
• Strong organisational skills and attention to detail are essential.

Responsibilities

• Act as the first point of contact for FM queries via phone.
• Log and update service requests in the CAFM system.
• Coordinate with teams and contractors for timely work order completion.
• Monitor maintenance performance and take necessary action.

Skills

Using CAFM systems

Confident communication

Microsoft Office proficiency

Organisational skills

Attention to detail

Multitasking ability

Job description

Customer Care Advisor

JW-CSA-2_1762254838 Posted : 11 / 04 / 2025

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
• 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.