Facilities Coordinator - 9 months FTC

Pets at Home; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Pets at Home is seeking a Facilities Co-ordinator to join our Facilities Helpdesk, supporting colleagues across Vet practices, Retail stores and Field teams. This hybrid role requires a minimum 2 days per week in our Handforth office.

You will manage incoming maintenance requests, coordinate contractors, and track work orders in our CAFM system, providing timely updates, KPI-aligned reporting and strong stakeholder communication.

Qualifications

• Experience working in a helpdesk or service co-ordination role.
• Confident user of CAFM systems.
• Experience managing contractor schedules or coordinating supplier work.
• Strong skills in Microsoft Excel and PowerPoint.
• A proactive, collaborative approach with excellent communication skills.
• A customer-focused mindset and ability to work effectively in a fast-paced environment.

Responsibilities

• Deliver excellent customer service to Vet and Retail colleagues.
• Act as first-line support for all maintenance queries and requests - managing incoming work via phone, email, and CAFM.
• Use the CAFM system to prioritise and oversee your workload, ensuring work orders are managed from start to completion and communicated in line with agreed KPIs.
• Take ownership of work orders within assigned regions.
• Build and maintain strong working relationships with colleagues across Retail and Vets.
• Coordinate contractor attendance, ensuring the right supplier is assigned and response times are appropriate.
• Run weekly CAFM reports to monitor performance and support KPI delivery.
• Input and maintain accurate data within the system.
• Provide first-line support to colleagues and contractors for any CAFM-related issues.
• Process work order costs accurately and efficiently.
• Support the Facilities Helpdesk Manager with contractor performance reviews and cost evaluations.
• Assist with facilities project rollouts across pet care centres and vet standalones.
• Support with the Tech In Van programme and wider rollout initiatives.
• Schedule work, liaise with suppliers, and build strong supplier relationships.
• Ensure all contractors used are Safe Contractor approved.
• Complete required training including H&S modules, toolbox talks, process updates, CAFM training, and personal development plans.

Skills

Helpdesk coordination

Customer service mindset

Communication skills

Team collaboration

Tools

CAFM system

Microsoft Excel

PowerPoint

Job description

Facilities Co-ordinator

Location:Hybrid working minimum of 2 days per week in our Handforth (Cheshire) Office

Contract: 9 Month FTC

About the Role

As a Facilities Co-ordinator, you'll be a key member of our Facilities Helpdesk team, delivering exceptional service and support to colleagues across our Vet practices, Retail stores, and Field teams.

You'll manage incoming maintenance requests, liaise with contractors, and ensure all work is tracked and resolved efficiently through our CAFM system. You will also play an important role in providing timely communication updates, supporting rollout projects, and maintaining strong relationships with stakeholders throughout the business.

This is a dynamic and collaborative role where your ability to communicate clearly, prioritise effectively, and provide outstanding customer service will make a real difference.

Key Responsibilities - what you'll be doing

• Deliver excellent customer service to Vet and Retail colleagues.
• Act as first-line support for all maintenance queries and requests - managing incoming work via phone, email, and CAFM.
• Use the CAFM system to prioritise and oversee your workload, ensuring work orders are managed from start to completion and communicated in line with agreed KPIs.
• Take ownership of work orders within assigned regions.
• Build and maintain strong working relationships with colleagues across Retail and Vets.
• Coordinate contractor attendance, ensuring the right supplier is assigned and response times are appropriate.
• Run weekly CAFM reports to monitor performance and support KPI delivery.
• Input and maintain accurate data within the system.
• Provide first-line support to colleagues and contractors for any CAFM-related issues.
• Process work order costs accurately and efficiently.
• Support the Facilities Helpdesk Manager with contractor performance reviews and cost evaluations.
• Assist with facilities project rollouts across pet care centres and vet standalones.
• Support with the Tech In Van programme and wider rollout initiatives.
• Schedule work, liaise with suppliers, and build strong supplier relationships.
• Ensure all contractors used are Safe Contractor approved.
• Complete required training including H&S modules, toolbox talks, process updates, CAFM training, and personal development plans.

About You - what you'll bring

• Experience working in a helpdesk or service co-ordination role.
• Confident user of CAFM systems.
• Experience managing contractor schedules or coordinating supplier work.
• Strong skills in Microsoft Excel and PowerPoint.
• A proactive, collaborative approach with excellent communication skills.
• A customer-focused mindset and ability to work effectively in a fast-paced environment.

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.