Helpdesk Coordinator

EQUANS is recruiting for a Helpdesk Coordinator to be based in Winsford. This is a permanent full‑time role working 37 hours per week. On offer is a competitive salary and benefits package.

Overview

To coordinate, schedule and manage the full life cycle of all facilities management tasks through to completion. This includes delivering a consistently high standard of service by interpreting and processing work orders within the CAFM system, scheduling and dispatching reactive works to engineers and subcontractors across multiple locations, and ensuring all tasks are completed within the required contractual SLA timeframes. The role also involves providing administrative support where necessary.

Key Accountabilities

• Act as the first point of contact for incoming calls, emails and requests.
• Log, allocate and manage maintenance jobs accurately through the CAFM system.
• Coordinate with engineers, subcontractors and suppliers to ensure works are completed within agreed timescales.
• Obtain, issue and monitor quotations, ensuring timely follow‑up where required.
• Provide regular updates to clients and stakeholders on job progress.
• Monitor key performance indicators and service level agreements for each service request, proactively escalating issues where deadlines are at risk.
• Prioritise and triage incoming requests to ensure appropriate allocation and response times.
• Raise purchase orders and receipt in a timely manner to ensure accurate records in accordance with company procedures.
• Ensure client portals and internal systems are updated accurately and in line with contractual requirements.
• Identify and escalation urgent or overdue tasks to support service delivery.
• Ad hoc administration duties.

Success Criteria / Skills

• The ability to work under pressure and to handle potentially difficult customers in a positive and confident manner.
• The ability to work generically, with minimum support, and to use own initiative.
• The ability to demonstrate a team approach.
• The ability to work to tight deadlines and deliver quality outputs.

What we offer

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalised support programmes.

Qualifications

• Previous experience working in a facilities or helpdesk environment.
• Good working knowledge of office IT systems and CAFM systems.
• Familiarity with the principles of customer care and Service Level Agreements.
• Experience dealing with customers with the ability to build and maintain effective relationships.
• Ability to plan, prioritise and organise work to meet deadlines.

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