Salary between £26,000 and £28,000 per year.
Paid 40-hour working week, Monday to Friday, 8:00 AM – 5:00 PM.
One-hour unpaid lunch break.
Employer pension contribution of 3%.
31 days annual leave (currently under review).
Act as the first point of contact for clients, managing inbound calls and emails efficiently.
Accurately log, update, and manage all service requests within the CAFM system.
Allocate resources appropriately to reactive and planned maintenance tasks.
Schedule maintenance jobs and coordinate with engineers and subcontractors to ensure timely attendance and completion.
Monitor job progress, ensuring service level agreements (SLAs) are met and escalating issues when required.
Provide regular updates to clients on job status and planned works.
Maintain accurate client, job, and compliance documentation records.
Generate reports on job status, SLA performance, and customer satisfaction.
Support operational teams to ensure high standards of service delivery.
Assist with mentoring new team members and sharing best practices during team meetings.
Driving Licience
Proven experience working on a busy facilities management helpdesk.
Strong working knowledge of CAFM systems.
Excellent organisational and multitasking skills with the ability to prioritise workloads.
Strong problem-solving skills and the ability to work effectively in a high-pressure environment.
Proficiency in Microsoft Office (Teams, Word, Excel, Outlook).
Confident communication skills and a customer-focused approach.
This organisation delivers comprehensive building services and facilities management across Scotland and northern England, specialising in mechanical, electrical, HVAC, refrigeration, plumbing, and planned maintenance solutions. It operates a 24/7 helpdesk with real-time access to asset performance and service call progress via an advanced CAFM system, ensuring responsive reactive support and compliant planned works. The team works across diverse sectors, including commercial, industrial, health, education, and hospitality—focusing on customer care, safety, and operational efficiency. They coordinate multi-skilled engineers for installation, maintenance, and project delivery, handling everything from routine service calls to full mechanical and electrical fit-outs.
