Helpdesk Coordinator

Airwaves Facilities Management Ltd; Berkswell; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A Facilities Management company in the UK is seeking a professional to act as the primary point of contact for various inquiries and requests. The role involves managing the CAFM system, ensuring accurate processing of information, and liaising with clients and subcontractors. The ideal candidate will have a background in facilities management, excellent communication skills, and proficiency in relevant IT systems. The position offers a supportive work environment and benefits such as 28 days annual leave and pension contributions.

Benefits

28 Days annual leave

Pension scheme with employer contributions

Employee advice services including counselling

Wellbeing support and tools

Free onsite parking

Overtime

Company events

Qualifications

• Facilities Management background preferred.
• Proven experience in a professional customer services environment.
• Excellent verbal communication skills and good telephone manner.
• IT literate with use of Microsoft Office Systems and CAFM systems.
• Accuracy & Precision in all written communication.
• Excellent administration and time management skills.
• Ability to work well under pressure.
• Great attention to detail.

Responsibilities

• Act as the primary point of contact for all general enquiries and requests.
• Manage and operate the CAFM system accurately.
• Ensure timely actions and accuracy of data in the system.
• Oversee management of shared mailboxes and communications.
• Liaise with clients and subcontractors for project updates.
• Support maintenance project planning and administration.
• Manage departmental quote registers and quotations.
• Monitor progress and ensure quality of works delivered.
• Support complaint handling in line with company policies.
• Provide administrative support across the department.

Skills

Facilities Management background

Proven experience in customer services

Excellent verbal communication skills

IT literate

Accuracy & Precision in written communication

Excellent administration and time management skills

Ability to work well under pressure

Attention to detail

Tools

Microsoft Office Systems

CAFM systems

Job description

Summary

Primary point of contact for all general enquiries. Providing day to day support to the Helpdesk Manager and operations team. Recording and uploading information to the internal CAFM system. Communicating via email and telephone.

Responsibilities

• Act as the primary point of contact for all general enquiries, requests for information, works orders, and quotation requests, ensuring a high standard of client communication and service delivery.
• Manage and operate the CAFM system, including the accurate processing, uploading, and maintenance of work orders, quotation requests, and client data.
• Ensure all actions are completed within agreed timescales and that system data remains accurate, up to date, and compliant.
• Oversee the management of shared mailboxes and telephone communications, responding to and filing correspondence efficiently, acknowledging all enquiries, prioritising urgent requests, and directing communications appropriately.
• Liaise directly with clients, residents, subcontractors, and key stakeholders, including booking works and providing progress updates.
• Support the planning, coordination, and administration of reactive and planned maintenance projects, working closely with the Project Manager and Maintenance Manager to ensure effective labour allocation, resource planning, and cost-efficient delivery.
• Assist with the development and management of maintenance schedules and deployment of works to operatives.
• Manage departmental quote registers, tender pipelines, and support the preparation of quotations, bids, and client submissions, ensuring agreed timescales are met.
• Liaise with suppliers and subcontractors to monitor progress, resolve issues, and ensure works are delivered in line with specifications, quality standards, and contractual requirements.
• Provide oversight of CAFM system health, departmental data capture, and helpdesk performance, identifying efficiencies and recommending corrective actions where required.
• Support complaint handling and investigations, ensuring all complaints are managed in line with company policies and procedures.
• Assist with auditing processes, preparation of RAMS and permits, and ensure compliance with health, safety, and operational standards.
• Provide administrative and operational support across the department, Support the finance team with invoice preparation and applications for payment.

Knowledge and Skills

• Facilities Management background preffered
• Proven experience in a professional customer services environment.
• Excellent verbal communication skills and good telephone manner.
• IT literate with use of Microsoft Office Systems and CAFM systems.
• Accuracy & Precision in all written communication.
• Excellent administration and time management skills.
• Ability to work well under pressure.
• Great attention to detail.
• Professional in approach at all times.

Our Benefits

• 28 Days annual leave
• A pension scheme with employer contributions from Airwaves FM Ltd
• Employee advice services including counselling.
• Wellbeing support and tools
• Free onsite parking
• Overtime
• Company events

Your working hours will be between 0800 - 17:00 Monday - Friday including bank holidays (office based with potential hybrid working). Overtime available upon request