Facilities FM Helpdesk Specialist

Wates Smartspace; Manchester; On-site; GBP 26,000 - 32,000; Full time

Job summary

Wates Smartspace is seeking a proactive Client Support Advisor to join our Manchester FM team. You will be the first point of contact for clients and customers, logging and coordinating maintenance requests, and ensuring service delivery aligns with SLAs.

You'll work in a fast-paced, customer-focused environment, using CAFM systems to manage tickets, update records, and liaise with engineers and subcontractors to resolve issues efficiently while delivering a professional service.

Qualifications

• Experience in Facilities Management Helpdesk, Service Desk or Client Support.
• Strong customer service and relationship-building skills.
• Experience using CAFM/maintenance management platforms.
• Excellent organisational skills with the ability to manage multiple priorities.
• Strong communication skills, written and verbal.
• Attention to detail and accuracy.
• Ability to work in a fast-paced environment.
• DBS check required at offer stage.

Responsibilities

• Act as the primary point of contact for clients, customers, suppliers, and engineers.
• Log, manage, and update reactive and planned maintenance requests through the CAFM/helpdesk system.
• Coordinate and schedule engineering resources to meet SLAs and KPIs.
• Monitor work orders from inception through to completion.
• Maintain accurate records and document customer interactions.
• Liaise with operational teams, subcontractors, and clients to resolve service issues.
• Escalate critical or high-priority issues where necessary.
• Support the wider FM team with administrative and customer service activities.
• Deliver a professional, responsive, and customer-centric service at all times.

Skills

Customer service

Relationship building

Communication skills

Organisational skills

Problem solving

Tools

CAFM systems

Job description

Wates Smartspace is seeking a proactive Client Support Advisor to join our Manchester FM team. You will be the first point of contact for clients and customers, logging and coordinating maintenance requests, and ensuring service delivery aligns with SLAs.

You'll work in a fast-paced, customer-focused environment, using CAFM systems to manage tickets, update records, and liaise with engineers and subcontractors to resolve issues efficiently while delivering a professional service.