Reactive Maintenance & Helpdesk

• Receive and process reactive maintenance requests.
• Accurately assess and record the information required to allocate works.
• Coordinate attendance by JMPM engineers and specialist subcontractors.
• Monitor response times against contractual Service Level Requirements.
• Maintain communication with the client and relevant site contacts throughout reactive works.
• Escalate urgent, high-risk or overdue jobs to the Contract Manager.
• Raise follow-on works and quotation requests where additional remedial work is identified.
• Ensure completed works are appropriately documented and closed out.

Client & Tenant Communication

• Provide a professional and helpful first point of contact for day-to-day contract enquiries.
• Develop positive working relationships with the TEOS Facilities Management team and building contacts.
• Provide clear and timely updates regarding engineer attendance, outstanding works and expected completion dates.
• Coordinate access with site teams and occupiers where required.
• Ensure tenant-impacting issues are communicated sensitively and professionally.
• Take ownership of enquiries and ensure they are followed through rather than passed between departments.
• Escalate complaints, service failures or sensitive issues appropriately.
• Support the Contract Manager in maintaining the high standard of communication expected by the client.

Subcontractor Coordination

• Issue works and planned maintenance requirements to approved subcontractors.
• Coordinate attendance dates and site access.
• Monitor subcontractor attendance and completion.
• Obtain service sheets, certificates, RAMS and other required documentation.
• Chase outstanding reports and recommendations.
• Ensure identified remedial works are recorded and referred to the Contract Manager.
• Maintain relevant subcontractor documentation and records.
• Assist with monitoring subcontractor performance against contract requirements.

Quotations & Additional Works

• Assist with preparing and issuing quotations for remedial and additional works.
• Obtain subcontractor and supplier quotations where required.
• Maintain an accurate quotation tracker.
• Chase outstanding quotations internally and with suppliers/subcontractors.
• Record client approvals and instructions.
• Raise approved works and coordinate delivery.
• Monitor additional works through to completion.
• Ensure supporting documentation is available for invoicing.
• Assist the Contract Manager with monthly invoicing and commercial administration.

Reporting

• Assist with preparation of the monthly contract report.
• Maintain accurate data relating to PPM completion, reactive performance and outstanding works.
• Produce information on open jobs, quotations, remedial works and compliance status.
• Maintain meeting action trackers and follow up agreed actions.
• Provide the Contract Manager with accurate information ahead of client meetings.
• Assist with KPI reporting and identification of potential service-level failures.
• Support preparation for monthly and quarterly performance reviews.

Experience & Skills

Essential

• Previous experience within facilities management, building maintenance, property management or a similar service environment.
• Strong administration and organisational skills.
• Excellent written and verbal communication.
• Confident communicating with clients, engineers, subcontractors and suppliers.
• Strong attention to detail, particularly when dealing with compliance documentation.
• Ability to manage multiple tasks and priorities simultaneously.
• Comfortable working with CAFM/helpdesk or similar job management systems.
• Good Microsoft Office skills, particularly Outlook and Excel.
• Able to work independently and take ownership of outstanding actions.
• Comfortable working within deadlines and contractual service levels.

Desirable

• Previous experience in an M&E/building services maintenance environment.
• Experience coordinating PPM and reactive maintenance.
• Understanding of statutory building compliance.
• Experience dealing with service certificates and compliance documentation.
• Experience working with SFG20 maintenance programmes.
• Experience producing client reports or KPI information.
• Experience coordinating specialist maintenance subcontractors.

Personal Attributes

We're looking for someone who is:

• Proactive – doesn't wait to be told that something needs chasing.
• Organised – able to keep control of multiple jobs, sites and deadlines.
• Accountable – takes ownership of an action until it is resolved.
• Detail-focused – understands that accurate records are essential in a compliance-led environment.
• A strong communicator – provides clear updates and isn't afraid to pick up the phone.
• Customer focused – understands the importance of the client's and tenants' experience.
• A team player – works closely with the Contract Manager, engineers and wider JMPM team.
• Solutions focused – looks for ways to resolve problems rather than simply highlighting them.

Why Join JMPM?

This is an opportunity to join a growing and respected building maintenance company where people are trusted to take ownership, make decisions and make a genuine contribution to the business.

At JMPM, we believe strong service comes from giving our teams the support, autonomy and responsibility they need to do their jobs well. We are looking for practical, customer-focused people who take pride in solving problems, communicating clearly and building long-term relationships with clients.

As JMPM continues to grow, we want our people to grow with us. For someone who demonstrates the right attitude and ability, there will be opportunities to develop their knowledge of contract management, building services and facilities management and take on greater responsibility within the business.