Facilities Support Coordinator

Centrick; Nechells; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday

Enhanced pension

Medicash & health benefits

Sick pay increase

Life assurance

Study support

Mental health support

Birthday day off

Volunteer day

Benefits platform

Job summary

Virtu Property is seeking an FM Help Desk Operative to be the first point of contact for FM queries, logging and coordinating maintenance tasks and supporting planned and reactive work.

You will log, prioritise requests, track progress against SLAs, provide updates to requestors, and maintain records while delivering excellent customer service across the business.

Qualifications

• Experience in a facilities help desk or customer service role.
• Strong IT skills including help desk systems and Microsoft Office.
• Excellent communication and organisational skills.
• Ability to manage multiple tasks and work under pressure.
• Customer-focused and proactive approach.
• Desirable knowledge of CAFM systems and FM processes.

Responsibilities

• Handle FM queries via phone, email, and help desk systems.
• Log and prioritise maintenance requests, assigning them to the right teams or contractors.
• Track progress, ensuring jobs meet SLAs and KPIs.
• Provide timely updates to requestors and escalate issues when needed.
• Assist with scheduling planned preventative maintenance (PPM).
• Maintain accurate records and produce performance reports.

Skills

Facilities help desk

Customer service

MS Office

Communication skills

Organisational skills

CAFM knowledge

Tools

CAFM systems

Job description

We’re Virtu Property — specialists in soft services for residential property.

Our expert teams deliver high-quality cleaning, caretaking, grounds care, and specialist maintenance to keep properties running smoothly and looking their best.

And we’re not stopping there! We’ve expanded to offer tailored residential freehold housing management, and we’re always exploring new ways to innovate and add value for our clients.

We have an incredible opportunity for an FM Help Desk Operative to join our Facilities Management team and be the first point of contact for all FM-related queries!

As an FM Help Desk Operative, you’ll play a key role in ensuring smooth operations by logging, monitoring, and coordinating maintenance tasks. You’ll deliver exceptional customer service while supporting planned and reactive maintenance across the organisation. This is a standalone role where you’ll have full responsibility for managing the help desk function.

What you’ll be doing

No two days are the same, but the tasks below offer a glimpse of what to expect. If you don’t meet every point but believe you have the skills to succeed, we encourage you to apply.

• Handle FM queries via phone, email, and help desk systems.
• Log and prioritise maintenance requests, assigning them to the right teams or contractors.
• Track progress, ensuring jobs meet SLAs and KPIs.
• Provide timely updates to requestors and escalation issues when needed.
• Assist with scheduling planned preventative maintenance (PPM).
• Maintain accurate records and produce performance reports.

What you need to succeed

• Experience in a facilities help desk or customer service role.
• Strong IT skills (help desk systems, Microsoft Office).
• Excellent communication and organisational skills.
• Ability to manage multiple tasks and work under pressure.
• Customer-focused and proactive approach.
• Desirable: Knowledge of CAFM systems and FM processes.

Why join us?

• Time to Recharge: 25 days’ holiday plus bank holidays
• Future Security: Enhanced pension scheme based on role
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most
• Life Assurance: Peace of mind for you and your loved ones with financial protection in place when it matters most
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally
• Mental Health Support: 24/7 mental health services
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way
• Giving Back: One volunteer day annually to support a charity or cause close to your heart
• Benefit Platform: One online platform for all benefits and recognition

At Virtu, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know—we’re here to help you succeed.