Facility Management Helpdesk Administrator

Job Type:
Job Sector:
HR, Training
South East
£17,000 to £18,000 per annum
Salary Description:
Competitive Salary and Benefits Package, Flexible Shifts Available
Care UK
Job Ref:

Helpdesk Administrator-Colchester

Care UK is a leading, innovative provider of health and social care services in the UK. The group has delivered strong organic and acquisitive growth over recent years with revenue in excess of £500m.

The responsibility of the FM Helpdesk Administrator is to deliver excellent non-technical helpdesk support to our customers across circa 120 homes and a handful of corporate buildings. This position requires frequent contact with Homes and Home Managers, contractors and other key stakeholders within the organisation.  Act as a point of contact for all FM related issues for the organization, to improve first call resolution, manage expectations and build strong relationships with the operation.

Key Responsibilities

Helpdesk Management; receive and manage incoming enquiries from the Homes, Divisional Operations Team, Facilities Management Team and external Contractors/Suppliers, ensuring a high level of communication is maintained.
By use of the Maintenance Software System (Emergense), raise/log call outs & quotation requests for purchasing requirements & reactive maintenance requests
Follow expenditure approval process within RCS Management and Finance Teams
Proactively chase down suppliers to help support the homes and ensure key service level targets are met.
To support line manager in providing analysis on call volume, workload, average job processing time and overall average completion time.
Build good working relationships with all stakeholders, key suppliers and contractors.
Contribute towards update FM Web Page providing ready access to FM Information, policies, processes bulletins and FM Communications


Skills and Experience

Excellent communication skills, call handling and customer service/care experience are a prerequisite as the role requires maintaining positive and effective relationships with our homes, contractors and stakeholders.  Essential experience includes:
Working effectively and efficiently in a fast changing environment
Track record in delivering a proactive and customer focused service
Ability to work on own initiative, identifying when issues need to be escalated to line manager.
Supporting other Managers and colleagues
Knowledge of Helpdesk support
Ability to plan workload and prioritise differing objectives
Effective Communicator both verbal and written
Ability to report effectively on progress and communicate to stakeholders at differing levels
Ability to think quickly and action immediate to make positive changes
Knowledge of buildings and building systems would be an advantage
IT literate
Knowledge of Healthcare/Property advantageous but not essential.


For further information please contact Tara Connor on tara.connor@careuk.com – 07580 594031

Contact Details:
Care UK
Tel: 0200 000 0000
Contact: Tara Connor

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