Estates Maintenance Helpdesk Coordinator

As an Estates Maintenance Helpdesk Coordinator, you will play a key role within the Estates & Facilities team, supporting the effective coordination, monitoring and continuous improvement of reactive and planned maintenance activities across Affinity Water's estate portfolio.

You will be responsible for providing a high-quality customer-focused helpdesk service, ensuring maintenance requests are accurately logged, proactively monitored and progressed through to completion using CAFM/CMMS systems and supporting processes. Alongside day-to-day operational coordination, the role will take a lead in improving workflow management, data quality, reporting visibility and system utilisation to support more proactive maintenance management and operational performance across the estate.

What you'll be doing:

• Provide a professional and customer-focused Estates Maintenance Helpdesk service, acting as a key point of contact for Estates and Facilities related maintenance requests.

• Receive, log, allocate and monitor reactive and planned maintenance tasks using CAFM/CMMS systems, ensuring requests are accurately recorded and progressed in a timely manner.

• Support the effective management of maintenance service levels by monitoring task progress, highlighting risks or delays and escalating issues where required.

• Review and monitor maintenance dashboards, reports and system outputs to identify operational gaps, recurring issues or trends requiring attention.

• Raise and manage purchase orders and support the tracking and processing of contractor and supplier invoices where required.

• Build and maintain effective working relationships with internal stakeholders, managers, engineers, contractors and suppliers to support effective service delivery and customer satisfaction.

• A degree of flexibility is required, and the role holder may be expected to undertake other duties reasonably aligned to the scope and purpose of the role.

• Experience working in a maintenance coordination, helpdesk, facilities management or operational support environment.

• Experience using CAFM, CMMS or similar maintenance management systems.

• Strong Microsoft Excel and general Microsoft Office skills.

• Experience proactively managing multiple tasks and priorities in a fast-paced environment.

• Experience working with contractors, suppliers and internal stakeholders.

• Experience using dashboards or data visualisation tools to support operational monitoring

• Salary: £25,000 - £30,000 (salary dependant on skills and experience)
• Hours of work: Mon - Thurs (08:30am - 17:00pm) Friday (08:30am - 16:30pm)
• Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
• Entry into the company annual bonus scheme.
• Annual leave from 23-27 rising with length of service, and the option to purchase up to 5 extra days.
• A 'Celebration Day' in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
• A generous 'double match pension scheme' that doubles the contributions you make (company contribution capped at 12%)
• We offer a range of family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
• Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
• Access to our Wellbeing Centre with support for looking after your physical and mental health.
• Discounts at a Range of Retail Outlets through our Tap4Perks scheme
• Discounts on Dental and Medical Insurance through our Tap4Perks scheme through salary sacrifice
• Up to 4 Affinity days a year to volunteer in the community.
• Life Assurance.

Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive. You can find out what it's like to work at Affinity Water through our career site https://www.affinitywatercareers.co.uk/ where our colleagues share their career development stories and you can get a feel for our company culture.