Job Description

Location: Winsford
Salary: Competitive (DOE)
Hours: Monday to Friday, 9:00am 5:00pm (Full Time)

Are you an organised and customer-focused professional looking for your next opportunity? We're seeking a Helpdesk Coordinator to join our growing facilities maintenance team in Winsford.

As a key member of our operations team, you'll be responsible for coordinating maintenance requests, supporting clients and engineers, and ensuring jobs are managed efficiently from start to finish. If you thrive in a fast-paced environment, enjoy problem-solving, and have excellent communication skills, we'd love to hear from you.

As our Helpdesk Coordinator, you'll play a vital role in delivering outstanding customer service while ensuring maintenance works are scheduled, monitored, and completed within agreed service levels.

• Answer incoming calls and emails from clients, engineers and subcontractors.
• Log, allocate and manage maintenance jobs using the helpdesk management system.
• Coordinate engineers, subcontractors and suppliers to ensure works are completed efficiently.
• Prepare, issue and follow up quotations.
• Keep clients informed with regular updates throughout the lifecycle of each job.
• Escalate urgent or overdue works where necessary.
• Maintain accurate records and documentation.
• Produce basic reports for management.
• Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring deadlines are achieved.
• Triage incoming maintenance requests and assign the appropriate priority level.
• Process invoicing and assist with financial administration.
• Update client portals and internal systems in line with contractual requirements.

We're looking for someone who is organised, proactive and enjoys working as part of a busy team.

You'll ideally have:

• Previous experience in a Helpdesk Coordinator, Helpdesk Operative, Facilities Helpdesk, Maintenance Coordinator, Service Desk or Customer Service role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills with exceptional attention to detail.
• The ability to prioritise multiple workloads and meet deadlines.
• Good IT skills, including Microsoft Outlook, Excel and job management systems.
• A calm, professional approach when working under pressure.
• A positive attitude and willingness to support colleagues and customers.

• A stable, full-time position within a growing facilities maintenance business.
• Monday to Friday working hours (9:00am 5:00pm).
• A supportive and friendly team environment.
• Ongoing training and career development opportunities.
• The opportunity to develop your career within the facilities management sector.

If you're an experienced Helpdesk Coordinator, Facilities Helpdesk Administrator, Maintenance Coordinator, Service Desk Coordinator or Customer Service Administrator looking for your next opportunity we'd love to hear from you.