Helpdesk Coordinator

Airwaves Facilities Management Ltd; Metropolitan Borough of Solihull; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A facilities management firm is seeking a talented individual to manage client relations and support operations in their Solihull office. The ideal candidate will have a background in Facilities Management, proven customer service experience, and strong communication skills. Responsibilities include managing the CAFM system, coordinating maintenance projects, and assisting in administration tasks. The role offers a range of benefits, including a pension scheme, wellness support, and opportunities for overtime.

Benefits

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.
• Professional in approach at all times.

Responsibilities

• Act as the primary point of contact for all general enquiries.
• Manage and operate the CAFM system.
• Ensure all actions are completed within agreed timescales.
• Oversee the management of shared mailboxes and telephone communications.
• Liaise directly with clients, residents, subcontractors, and key stakeholders.
• Support maintenance project planning and coordination.
• Manage departmental quote registers and support quotation preparation.
• Monitor progress with suppliers and subcontractors.
• Support complaint handling and audits.
• Provide administrative and operational support.

Skills

Facilities Management background

Customer service experience

Verbal communication

IT literacy

Accuracy in communication

Administration skills

Time management

Attention to detail

Tools

Microsoft Office Systems

CAFM systems

Job description

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 and support the finance team with invoice preparation and applications for payment.

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.
• Professional in approach at all times.

Benefits

• 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.