Helpdesk Scheduler

Michael Page (UK); Manchester; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

A leading company in property and facilities management is seeking a Helpdesk & Callout Scheduler. This role involves coordinating fleet operations, scheduling engineer callouts, and providing excellent customer service. Candidates should possess strong organisational skills and previous experience in similar roles, ensuring timely service delivery and client satisfaction.

Benefits

Competitive salary

Exciting role in the property industry

Supportive work environment

Internal progression & development stability

Qualifications

• Previous experience in a helpdesk, scheduling, or coordination role.
• Experience working in a fast-paced, customer-facing environment.
• Proficient in using scheduling or service management software.

Responsibilities

• Act as the first point of contact for incoming helpdesk calls and emails.
• Schedule engineer callouts and allocate jobs based on priority.
• Ensure service level agreements (SLAs) and response times are met.

Skills

Organisational skills

Time management

Customer service

Communication

Attention to detail

Problem solving

Job description

We are seeking a dedicated and organised Helpdesk & Callout Scheduler for an exciting opportunity in the property & facilities management industry. The successful candidate will be responsible for coordinating fleet operations and providing excellent customer service.

Client Details

Our client is a large organisation based in Central Manchester, specialising in property and customer service. With a strong commitment to excellence, they have a significant presence in the property industry.

Description

Key responsibilities consist of:

• Act as the first point of contact for incoming helpdesk calls and emails

• Log service requests, faults, and issues accurately into the system

• Schedule engineer callouts and allocate jobs based on priority, location, and skillset

• Monitor job progress and update clients and engineers accordingly

• Liaise with clients to confirm appointment times and follow up on service outcomes

• Maintain accurate records of service visits, job status, and resolutions

• Coordinate with the technical team to ensure prompt response and service delivery

• Manage daily work schedules and make real-time adjustments as needed

• Ensure service level agreements (SLAs) and response times are consistently met

• Generate and distribute daily or weekly reports on job performance and outstanding tasks

• Escalate urgent issues or delays to management in a timely manner

• Support general administrative tasks within the service department

Profile

A successful Helpdesk & Callout Scheduler should have:

• Previous experience in a helpdesk, scheduling, or coordination role

• Strong organisational and time management skills

• Experience working in a fast-paced, customer-facing environment

• Proficient in using scheduling or service management software (e.g., CAFM systems, CRM tools, job dispatch platforms)

• Excellent communication skills, both verbal and written

• Ability to manage and prioritise multiple tasks and deadlines effectively

• Strong attention to detail and accuracy in data entry and record keeping

• Confident in liaising with engineers, clients, and internal teams

• Familiarity with service level agreements (SLAs) and performance tracking

• Competent with Microsoft Office applications, especially Outlook, Excel, and Word

Job Offer

• A competitive salary in the range of 28,800 - 30,200 per annum
• An exciting and challenging role in the property industry
• Hybrd working, 3 days office
• Early starts from 7am & 3pm finishes optional
• An opportunity to be part of a large organisation with a strong industry presence
• A supportive and collaborative work environment
• A location that is easily accessible in Salford
• Internal progression & development stability