Facilities Helpdesk Coordinator

The Company

Our client is a UK Property Management company offering affordable housing to private residents and NHS medical staff across the country. We are looking for a Facilities Helpdesk Coordinator who will report to the Facilities Helpdesk Manager, working directly with our Operations team to ensure the smooth running of the maintenance helpdesk.

The Role

  • Coordinate help desk traffic, acting as the first point of contact for all tenant maintenance queries via phone, email, and the resident portals
  • Facilitate the end-to-end process of all maintenance queries, from ticket received to job completion and close on the company’s CAFM platform in line with company service level agreements
  • Using the maintenance PSL, identify and assign appropriate contractors and external vendors to maintenance jobs, while continuously monitoring their performance and quality of service
  • Maintain administration systems to record maintenance operations including contractors used, additional works, performance monitoring and complaints log
  • Build strong working relationships with external maintenance vendors/contractors
  • Ensure invoices are processed efficiently in accordance with workflows


The Candidate

  • Previous administration and customer service experience, ideally coordinating company processes from end to end
  • Knowledge of the resident lifecycle and recurring queries and issues that may arise is desirable
  • Confident using in-house systems and data entry
  • Exceptional customer service and communication skills (written and verbal) and genuinely wants to create and deliver a great resident experience
  • Ability to effectively manage time and workload, successfully multitask and meet deadlines
  • A confident self-starter, ability to work alone and within a team
  • You must live within a commutable distance of Manchester

On offer to the successful candidate is an attractive basic salary and benefits, giving you the ability to work with a dynamic, fast-growing company where the career opportunities are inexhaustible.

For more information on this role, then please contact Kate Shorthouse at TRC Group along with your CV via this advertisement.

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