Helpdesk Coordinator / Service Desk Coordinator

At Universal Building Specialists (UBS), we're proud to be a growing, people-driven business built on integrity, collaboration, and technical excellence. From our head office in Brentwood, we deliver mechanical, electrical, and building fabric maintenance to clients across the UK - combining national reach with a personal, hands-on approach.

Our culture is open, energetic, and supportive. We believe the best results come from strong teamwork, clear communication, and empowering our people to take ownership of their work. Whether you're dispatching engineers to an urgent call-out, supporting a client during a critical incident, or planning PPM schedules for a major site, you'll be part of a team that genuinely cares about doing things right and delivering exceptional service every day.

As we continue to expand, we're looking for a Facilities Helpdesk Coordinator with strong organisational skills and a cool head under pressure to join our Brentwood-based planning team. You'll manage a dedicated portfolio of clients, ensuring reactive jobs, call-outs, and remedial works are handled quickly, efficiently, and to the highest standard.

The Facilities Helpdesk Coordinator will take ownership of a specific portfolio of clients, managing all reactive maintenance, call-outs, and remedial works from first contact through to completion. This role sits within the planning team and requires exceptional multitasking, prioritisation, and communication skills.

You'll coordinate engineers and subcontractors, ensure response times meet SLA requirements, and support the Service Delivery Manager in maintaining smooth, high-quality service delivery. It's a fast-paced, dynamic position ideal for someone who thrives under pressure, enjoys solving problems on the spot, and takes pride in keeping operations moving seamlessly.

• Act as the first point of contact for all reactive maintenance, call-outs, and remedial works across a defined client portfolio.
• Log, prioritise, and manage all incoming jobs within the CAFM system, ensuring accurate details and timely responses.
• Schedule and coordinate engineers and subcontractors based on priority, skillset, and location.
• Monitor live jobs throughout the day - chasing attendance, progress updates, and completions.
• Ensure all response and completion times meet agreed SLAs and escalate where necessary.
• Communicate clearly and proactively with clients, providing updates and reassurance during live call-outs.
• Support the planning of remedial works following engineer visits or compliance inspections.
• Work closely with the Service Delivery Manager and other Helpdesk Coordinators to ensure even workload distribution and team efficiency.
• Produce and update reports on job status, response performance, and client activity.
• Contribute to continuous improvement of scheduling and communication processes within the helpdesk team.

Essential:

• Experience working in a helpdesk, planning, or scheduling role within Facilities Management or Building Services.
• Strong understanding of reactive maintenance and call-out management.
• Excellent communication and multitasking skills - calm under pressure and able to prioritise in a fast-moving environment.
• Confident using CAFM systems, Excel, and Microsoft Office applications.
• Organised, proactive, and solutions-focused - able to think quickly and make sound decisions.
• Strong attention to detail and accuracy in job logging and reporting.

Desirable:

• Experience coordinating M&E engineers or managing reactive workstreams in a hard services environment.
• Knowledge of SLA performance management and escalation processes.
• Familiarity with SFG20 and FM compliance frameworks.

• Competitive salary (£28-33K depending on experience)
• 25 days annual leave plus bank holidays
• Pension scheme
• Ongoing training and career development opportunities
• Supportive and collaborative working culture
• Modern offices with on-site parking
• The chance to be part of a fast-growing FM business where your contribution directly impacts client service and team success

If you feel like you could make a difference at UBS, get in touch!