Service Desk Co-ordinator

Bespoke Facilities are a one-stop provider for all your businesses facility’s needs, including Cleaning, Security services, Helpdesk function, Mechanical & Electrical Engineering (MEE), Buildings Maintenance (BM), landscaping, pest control.

We can manage your requirements no matter of complexity or how extensive they may be, allowing you to focus on the services that your organisation provides. We will integrate with your team and culture becoming vital to your day-to-day operations, ensuring your facility runs smoothly.

Our highly trained and experienced team will conduct an extensive review of your circumstances and requirements to ensure that we provide a streamlined service portfolio which is bespoke to your organisation and budget. We will devise with you a job specification, utilising products and innovations that will fulfil your requirements. You will also receive a primary point of contact and dedicated Account Manager.

The perfect solution financially and for operational effectiveness is to partner with Bespoke Facilities Management. We are focused on providing you with a single, compliant, reliable contractor., We’re looking for a proactive Service Desk Coordinator to manage reactive and planned maintenance tasks through our CAFM system. You’ll liaise with contractors and clients, schedule works, gather quotes, and ensure all compliance documentation is in place. The role also includes sourcing new subcontractors based on job requirements and completing compliance checks via our Health & Safety systems. Service desk experience is desirable., * Respond to incoming service desk calls and log reactive jobs.

• Use the CAFM system to input job details and track progress.
• Schedule engineers or subcontractors for reactive and PPM (planned preventative maintenance) works.
• Follow up on PPM tasks to ensure completion and documentation.
• Communicate daily with contractors, clients, and suppliers.
• Order parts and equipment as needed, ensuring timely delivery.
• Gather, send, and approve quotes.
• Monitor labour usage and flag issues with non-chargeable time.
• Escalate potential overruns and ensure extra work is authorised before proceeding.
• Keep customers updated with realistic timeframes and job status.
• Check service reports for accuracy and prepare job packs for invoicing.
• Maintain accurate records in the CAFM system for reporting and audits.
• Complete subcontractor compliance checks using our Health & Safety systems.
• Ensure all required compliance documentation is in place before works begin (e.g. RAMS, waste transfer notes, permits).
• Source new subcontractors as needed, based on job requirements and location.

• Experience of working within a service environment and understanding the importance of labour scheduling

• Computer literacy - knowledge of Microsoft Word, Outlook, Excel & Database Applications

• Experience of customer service

• Good level of administration

• Professional telephone manner

• Computer Literacy

• Scheduling & Coordination: Proven ability to plan and schedule engineers or subcontractors for reactive and PPM works.
• Contractor Liaison: Experience communicating with contractors and clients to manage jobs and resolve issues.
• Quote Management: Familiarity with gathering, sending, and approving quotes.
• Compliance Handling: Understanding of RAMS, waste transfer notes, permits, and other documentation required for works.
• Health & Safety Systems: Experience using digital platforms to manage subcontractor compliance.
• Procurement: Ordering parts and equipment, and managing delivery timelines.
• Reporting & Administration: Ability to review service reports, prepare job packs, and maintain accurate records.

Ideally, the candidate will be based in the Midlands, but we’re open to other locations for applicants with strong relevant experience.

Operating from Birmingham, Bespoke Facilities provide a range of services nationally facilitating the ever-changing requirements of commercial and operational business premises.