Job Description
Helpdesk Coordinator
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Folley Electrical Services Ltd
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Working hours: Monday to Friday, 8:00am–5:00pm
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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 fast-paced setting.
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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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Ability to drive is essential.