Hays
FM Helpdesk Coordinator
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FM Helpdesk & Estates Coordinator
Join a large and award-winning Facilities Management team supporting a busy university campus environment. Responsible for delivering services across a substantial estate, the FM team plays a key role in providing safe, compliant and welcoming facilities for thousands of students, staff and visitors.
Your new role
As FM Helpdesk & Estates Coordinator, you will be the first point of contact for all estates and maintenance enquiries, supporting the day-to-day operation of the Estates Helpdesk. You will coordinate maintenance activities, manage CAFM systems, liaise with contractors and stakeholders, and provide essential administrative support to the wider Estates Management team. This is a varied and fast-paced role, combining facilities helpdesk coordination, customer service, CAFM administration, contractor management and operational support within a fast-paced environment.
Key responsibilities:
- Act as the first point of contact for maintenance requests via telephone, email and in person.
- Raise, allocate and prioritise reactive maintenance jobs through the CAFM system.
- Support contractor onboarding, access requests, ID badges and key allocation.
- Monitor CAFM dashboards and reports ensuring SLA compliance.
- Coordinate workloads and diary management for maintenance operatives.
- Raise purchase orders and maintain accurate maintenance records.
- Support communication of planned maintenance activities to stakeholders.
- Respond to customer queries and resolve issues at first point of contact where possible.
- Liaise with departments, staff, contractors and external suppliers.
- Produce reports and maintain asset, space and maintenance data.
- Support annual leave management and resource planning within the maintenance team.
- Arrange meetings, prepare agendas, record minutes and track actions.
- Maintain departmental procedures, documentation and administrative processes.
- Support projects and service improvement initiatives across the Estates function.
- Ensure accurate document control and data storage procedures are followed.
- Provide training and guidance to new administrators where required.
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What you'll need to succeed:
- Previous experience within a Facilities Management, Estates, Helpdesk, Property or administrative environment.
- Proven customer service experience with the ability to manage enquiries professionally.
- Experience using Microsoft Office, including Outlook, Word and Excel.
- Strong organisational skills and the ability to manage multiple priorities.
- Excellent written and verbal communication skills.
- Experience inputting, maintaining and analysing data accurately.
- Ability to work calmly under pressure and meet deadlines.
- Strong attention to detail and problem-solving skills.
- Ability to work collaboratively as part of a team.
- Experience using CAFM systems would be advantageous.
- Knowledge of maintenance operations or contractor management would be beneficial.
- GCSE Maths and English (or equivalent).
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What you'll get in return
- Opportunity to work within a large and diverse estate environment.
- Varied role combining helpdesk, CAFM, administration and facilities coordination.
- Exposure to estates, maintenance and contractor management activities.
- Ongoing learning and development opportunities.
- Supportive team culture with opportunities for career progression.
Hours: Monday to Friday, 8am - 4pm 10am - 6pm
Location: Ormskirk, Lancashire
Salary: £24,000 - £26,000 dependent on experience
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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