Senior FM Helpdesk & Contract Support

paretofm; Nottingham; On-site; GBP 38,000 - 48,000; Full time

Job summary

Pareto FM is seeking a Senior FM Helpdesk to lead the helpdesk across six sites in the UK and Ireland, supporting Experian. The role includes maintaining CAFM records, overseeing contract administration and cost control, and guiding a Helpdesk Coordinator to uphold high service levels.

Based on site in Nottingham with occasional travel, you’ll cover day-to-day operations, out-of-hours support, and month-end focus. Strong customer service and CAFM experience are essential.

Qualifications

• Experience in FM helpdesk or service coordination with supervisory duties.
• Excellent customer service and stakeholder management.
• Proficient with CAFM systems (Simpro or Planon).
• Experience with purchase orders, goods receipt, invoicing and cost reconciliations.
• Understanding of planned maintenance, compliance and asset management.
• Strong Excel skills and numeric accuracy.
• Desirable: Simpro and Sage Intacct experience; customer service qualification or IWFM Level 3.

Responsibilities

• Lead the helpdesk by logging and triaging calls and emails.
• Dispatch work and keep requesters updated until resolution.
• Lead and develop a Helpdesk Coordinator.
• Maintain CAFM data accuracy with Technical Services Manager.
• Produce weekly/monthly performance reports and KPI evidence.
• Manage quotes, approvals and purchase orders.
• Process goods receipts, reconcile costs and issue invoices.

Skills

FM helpdesk experience

Customer service

CAFM system

PO & invoicing

Maintenance & asset mgmt

Excel skills

Education

Customer service qualification

Tools

Simpro

Planon

Sage Intacct

Job description

The opportunity

We're looking for an experienced Senior FM Helpdesk to join Pareto FM, supporting our facilities management services for Experian, a leading global data and technology company.

This is an excellent opportunity for someone with a strong background in FM helpdesk operations and contract administration who is ready to take greater ownership and responsibility.

Supporting a portfolio of six sites across the UK and Ireland, you'll oversee the day-to-day running of the FM helpdesk, maintain accurate CAFM records, coordinate planned and reactive maintenance requests, and ensure contract administration and financial processes run smoothly.

You'll also provide day-to-day guidance and support to a Helpdesk Coordinator, helping to maintain high standards of customer service, reporting accuracy and operational performance.

About Pareto FM Group

Pareto FM Group is a leading facilities management partner for businesses across the UK, delivering forward-thinking technical services that keep workplaces safe, efficient and performing at their best. We’re building a business recognised for technical expertise, high standards and genuine care, powered by people whose knowledge, ideas and commitment shape how we work.

We value the contribution every colleague makes and create opportunities for our people to have an impact, develop their expertise and help shape the future of our business.

What you’ll do

• Lead the helpdesk, answering, triaging and logging every call and email
• Dispatch work and keep requesters updated until it’s resolved
• Lead and develop a Helpdesk Coordinator
• Keep CAFM data accurate, working closely with our Technical Services Manager
• Produce weekly and monthly performance reports and KPI evidence
• Manage quotes, approvals and purchase orders
• Goods receipt completed works, reconcile costs and issue monthly invoices

What you’ll bring

• Experience in an FM helpdesk, contact centre or service coordination role, including supervising others
• Excellent customer service skills: asking the right questions, managing expectations and calming difficult conversations
• Daily experience of a CAFM system, such as Simpro or Planon
• Experience of purchase orders, goods receipting, invoicing or reconciliations
• An understanding of planned maintenance, compliance and asset management principles
• Strong Excel skills and accuracy with numbers

It would be great if you also have experience of Simpro and Sage Intacct, a customer service qualification, or AAT or IWFM Level 3.

How you’ll work

You’ll be based on site in Nottingham, with occasional travel to other sites. Our out-of-hours helpdesk covers evenings and weekends, so your hours are predictable – with some extra focus at month end.

Our commitment to inclusion

Pareto FM Group is an equal opportunities employer. We welcome applications from everyone, regardless of background, and value the different perspectives people bring. If you need any adjustments during the recruitment process, just let us know.