Folley Electrical Services Ltd is seeking an organised and professional Helpdesk Coordinator to support the day-to-day delivery of our mechanical/electrical maintenance/ general building services reactive call-outs and planned works.
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The successful candidate will act as a key point of contact between clients, engineers, suppliers and the management team. This is a busy, varied role requiring excellent communication, organisation and customer-service skills.
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Key Responsibilities
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- Receive and respond to customer enquiries by telephone and email.
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- Log reactive call-outs and planned works accurately on the company's job-management system.
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- Prioritise jobs according to urgency, contractual response times and operational requirements.
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- Schedule engineers efficiently and provide them with clear job information.
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- Monitor jobs from initial instruction through to completion.
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- Provide clients with regular progress updates and expected attendance times.
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- Liaise with engineers regarding access, materials, follow-on works and job completion.
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- Review engineers' job sheets and ensure all required information has been recorded.
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- Arrange purchase orders, materials, subcontractors and access equipment where required.
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- Prepare completed jobs for invoicing, ensuring supporting paperwork is available.
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- Assist with producing quotations and scheduling approved works.
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- Maintain accurate customer, site and asset information.
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- Monitor planned preventive maintenance visits and statutory compliance deadlines.
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- Escalate complaints, delays, safety concerns and operational issues to management.
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- Provide general administrative support to the contracts and management teams.
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Skills and Experience
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- Previous experience in a helpdesk, scheduling, facilities management or administrative role is preferred.
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- Excellent telephone manner and written communication skills.
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- Strong organisational skills with the ability to manage competing priorities.
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- Confident using email, Microsoft Office and job-management software.
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- Experience using Tradify or a similar system would be beneficial.
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- Good attention to detail and accurate data-entry skills.
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- Ability to remain calm and professional when handling urgent requests.
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- A basic understanding of electrical or building-services terminology would be advantageous, although training can be provided.
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- Ability to work independently while contributing positively to the wider team.
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Personal Qualities
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We are looking for someone who is:
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- Reliable, punctual and professional.
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- Friendly and confident when dealing with customers.
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- Proactive and able to resolve problems.
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- Comfortable working in a quick-paced environment.
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- Flexible and willing to support colleagues when required.
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- Committed to delivering a high standard of customer service.
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What We Offer
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- Full-time, permanent position.
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- Monday-to-Friday working hours.
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- Supportive and friendly working environment.
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- Training on company systems and processes.
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- Opportunities to develop within a growing building services contracting business.
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