Helpdesk Coordinator

• 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, Support the finance team with invoice preparation and applications for payment.

• Facilities Management background preffered

• 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.

• 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