Responsive Maintenance Coordinator

GTR; Croydon; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Final salary pension

25 days holiday plus bank holidays

Healthcare

Free travel on GTR and sister groups

75% off travel on other train operate…

Discounted Oyster Card

Family-friendly policies

StarHub discounts

Career development and progression

Impactful work across UK rail networks

Job summary

Greater Thameslink Railway (GTR) in East Croydon is seeking a Responsive Maintenance Coordinator to join the Facilities Helpdesk. You will triage faults, log and track progress, and ensure timely contractor engagement to resolve issues while maintaining asset accuracy.

The role emphasizes strong customer service, stakeholder management, and IT literacy to support safe, operational environments and continuous service improvements within a collaborative team at one of the UK\'s largest rail

Qualifications

• Level 3 qualification (or equivalent) including English and maths.
• Experience in a customer service environment, ideally within property, maintenance or facilities management.
• Strong communication and stakeholder management skills.
• Excellent organisational skills and ability to prioritise multiple tasks.

Responsibilities

• Triage incoming responsive faults and monitor progress.
• Assign work to contractors and ensure timely resolution within SLAs.
• Provide regular updates to customers and stakeholders.
• Collaborate with Facilities Managers to resolve complex issues and raise risks when needed.
• Identify recurring issues and share best practices across the team.

Skills

Customer service

Stakeholder management

Organisation

IT skills

Communication

Education

Level 3 qualification

Tools

CAFM system

Job description

Job Title: Responsive Maintenance Coordinator

Salary: Competitive (DEO)

Location: Hybrid, East Croydon

Contract Type: Permanent

Closing date: 24th of September

Get your career on track with a team where you can grow, belong and make an impact from day one.

Greater Thameslink Railway (GTR) is the UK's largest rail operator, connecting millions of people across the country through Southern, Thameslink, Great Northern and Gatwick Express services.

With 239 managed stations and a network that supports commuters, businesses and communities every day. We are driven by our purpose to deliver safe, reliable and customer focused journeys while making a positive impact on the communities we serve.

At the heart of our work is Creating Great Journeys, a vision that reflects our commitment to improving experiences for passengers, supporting local communities and investing in the future of rail. We actively engage with and support the diverse communities across our network, while also developing future talent to ensure a sustainable and thriving railway for years to come.

Career Development

Our people are central to everything we do, and we are committed to creating an environment where colleagues can grow, contribute and feel proud of the work they do.

At GTR, you career isn't just another job; it is a journey where the destinations are endless. We are committed to career development and progression, offering clear pathways to help you steer your future.

Because the railway connects vibrant and diverse towns and cities, we believe our workforce should reflect the communities we serve. We actively invest in future talent from all backgrounds to bring fresh perspective to our industry.

Whether you are taking the next step in the industry or just starting out; we'll welcome you on board with us when you are ready to grow and build you career right here.

Our commitment to DEI

At GTR, we are dedicated to fostering a diverse and inclusive workplace. We recognise that is best achieved through a workforce that reflects the diversity of the communities we serve.

Our goal is to build a culture where we attract, develop and retain talent that is truly representative, where all colleagues can thrive and be themselves at work, where everyone feels welcome, valued and safe.

We're looking for a Responsive Maintenance Coordinator to join our dynamic and experienced Facilities Helpdesk team, helping to deliver a high-quality facilities management service across GTR. You'll play a vital role in ensuring maintenance issues are logged, tracked and resolved efficiently, providing excellent support to colleagues and stakeholders while helping us maintain safe, operational and welcoming environments.

What You’ll Do

As a Responsive Maintenance Coordinator, you will triage incoming responsive faults and monitor their progress, ensuring that they are assigned to contractors and ultimately resolved within agreed service level criteria.

Key Responsibilities Include

• Receive, log and prioritise maintenance faults through our CAFM system and other reporting channels, assigning work to appropriate contractors.
• Monitor the progress of reported issues and provide regular updates to customers and stakeholders.
• Ensure maintenance issues are resolved effectively and that any changes to the asset register are accurately recorded.
• Work closely with Facilities Managers and Service Delivery Managers to resolve complex issues and elevate risks where required.
• Identify recurring maintenance issues and support continuous improvement by sharing insights and best practice across the team.

What You’ll Bring

• Level 3 qualification (or equivalent), including English and Maths.
• Experience working in a customer service environment, ideally within property, maintenance or facilities management.
• Strong communication and stakeholder management skills, with the ability to build positive working relationships.
• Excellent organisational skills, with the ability to prioritise workloads and manage multiple tasks simultaneously.
• Good IT skills and the ability to quickly learn and use new systems and software packages.

Desirable

• Experience using a Computer Aided Facilities Management (CAFM) system.
• Previous experience coordinating contractors or service providers.
• Knowledge of facilities management or property maintenance processes.
• Experience monitoring service levels and driving performance improvements.
• Experience working in a regulated or operationally focused environment.

What We Can Offer You

At GTR, we are committed to supporting our colleagues both professionally and personally. In return for your skills and dedication, we offer a competitive benefits package including:

• Final salary pension
• 25 days holiday plus bank holidays
• Healthcare
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies, including maternity, paternity, adoption, and shared parental leave
• Access to StarHub – our employee benefits platform offering discounts with a wide range of retailers and services
• Career development and progression opportunities across the UK's largest rail networks
• The opportunity to make a real difference to millions of customer journeys every year.

We will keep candidates informed throughout the process and aim to complete hiring decisions in a timely manner.

Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback at the application stage.

We look forward to hearing from you and exploring whether GTR could be your next career step.

Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.