Helpdesk Coordinator

We are seeking a Helpdesk Coordinator to support the day-to-day running of service yard operations, ensuring service levels are consistently maintained for FM Helpdesk and WSC Deliveries.

This role will act as the first point of contact for contractor and courier queries and will be responsible for logging facilities-related jobs., We are looking for an organised and customer-focused individual to assist with the smooth running of the logistics office, ensuring all daily operational and business requirements are met.

The role will also support site health and safety, emergency response procedures, and compliance with Service Yard rules, Client requirements and ISS standards.

Key Responsibilities

Support the Team Leader with the day-to-day operation of service yard and helpdesk activities

Act as the first point of contact for contractor and courier enquiries

Log reported reactive jobs on Westfield's FSI Concept CAFM system

Manage and monitor the Delivery Management System (DMS), including contractor access requests

Maintain helpdesk operations, ensuring inboxes and incoming calls meet agreed standards

Organise incoming reports into relevant folders and maintain accurate records

Liaise with customers, retailers, suppliers and couriers to ensure high levels of service and satisfaction

Support health & safety compliance, emergency response procedures and Service Yard rules

Strong customer communication skills, both written and verbal

Ability to work under pressure, use own initiative and meet deadlines

Ability to prioritise tasks and manage a varied workload

Willingness to complete multiple tasks at any one time

Proficiency in establishing and building client relationships to meet departmental goals

Proficiency with the Microsoft Office Suite Some knowledge of a CAFM system would be beneficial, Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.