Hybrid Facilities Helpdesk Coordinator (9‑Month FTC)

Pets at Home; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Pets at Home is seeking a Facilities Co-ordinator to join our Facilities Helpdesk, supporting colleagues across Vet practices, Retail stores and Field teams. This hybrid role requires a minimum 2 days per week in our Handforth office.

You will manage incoming maintenance requests, coordinate contractors, and track work orders in our CAFM system, providing timely updates, KPI-aligned reporting and strong stakeholder communication.

Qualifications

• Experience working in a helpdesk or service co-ordination role.
• Confident user of CAFM systems.
• Experience managing contractor schedules or coordinating supplier work.
• Strong skills in Microsoft Excel and PowerPoint.
• A proactive, collaborative approach with excellent communication skills.
• A customer-focused mindset and ability to work effectively in a fast-paced environment.

Responsibilities

• Deliver excellent customer service to Vet and Retail colleagues.
• Act as first-line support for all maintenance queries and requests - managing incoming work via phone, email, and CAFM.
• Use the CAFM system to prioritise and oversee your workload, ensuring work orders are managed from start to completion and communicated in line with agreed KPIs.
• Take ownership of work orders within assigned regions.
• Build and maintain strong working relationships with colleagues across Retail and Vets.
• Coordinate contractor attendance, ensuring the right supplier is assigned and response times are appropriate.
• Run weekly CAFM reports to monitor performance and support KPI delivery.
• Input and maintain accurate data within the system.
• Provide first-line support to colleagues and contractors for any CAFM-related issues.
• Process work order costs accurately and efficiently.
• Support the Facilities Helpdesk Manager with contractor performance reviews and cost evaluations.
• Assist with facilities project rollouts across pet care centres and vet standalones.
• Support with the Tech In Van programme and wider rollout initiatives.
• Schedule work, liaise with suppliers, and build strong supplier relationships.
• Ensure all contractors used are Safe Contractor approved.
• Complete required training including H&S modules, toolbox talks, process updates, CAFM training, and personal development plans.

Skills

Helpdesk coordination

Customer service mindset

Communication skills

Team collaboration

Tools

CAFM system

Microsoft Excel

PowerPoint

Job description

Pets at Home is seeking a Facilities Co-ordinator to join our Facilities Helpdesk, supporting colleagues across Vet practices, Retail stores and Field teams. This hybrid role requires a minimum 2 days per week in our Handforth office.

You will manage incoming maintenance requests, coordinate contractors, and track work orders in our CAFM system, providing timely updates, KPI-aligned reporting and strong stakeholder communication.