Contract Coordinator
Location: Leigh, Manchester
Working Hours: 08:00-17:00, Mon-Fri, 1 in 6 weeks (early's or lates)
Salary: Competitive + Benefits
Contract Type: Full-Time, Permanent
Overview:
A great opportunity has arisen for a Customer Service Representative - Helpdesk Operative to join a busy and supportive helpdesk team. This role is key to the effective coordination of engineers and maintaining high service standards across various maintenance contracts. You'll work closely with both internal teams and clients to ensure that service delivery runs smoothly and efficiently.
Key Responsibilities:
* Handle incoming and outgoing calls and emails professionally
* Coordinate reactive and planned maintenance jobs, including subcontractor scheduling
* Track and report on KPIs and SLAs as per contractual requirements
* Reschedule and re-route engineers as necessary to meet service demands
* Liaise with engineers, subcontractors, and clients daily
* Monitor and update engineer availability, including leave and sickness
* Manage personal and contract-specific email inboxes
* Log and escalate customer complaints, queries, and feedback
* Support with updating PPM planners and job status tracking
* Contribute to client reporting and documentation
* Assist with contract setup, completions, and renewals
* Maintain up-to-date process documentation and support OOHs rota checks
* Provide general administrative and management support as required
Requirements:
* Excellent telephone manner and communication skills
* Strong organisational skills and attention to detail
* Ability to meet deadlines and handle multiple tasks simultaneously
* Confident using Microsoft Outlook, Word, and Excel
* Proactive, responsible, and capable of working independently or within a team
Desirable:
* Previous experience in a helpdesk or office-based administrative role
* Familiarity with working in a facilities or service environment
What's Included:
* Supportive team environment with training and development opportunities
* 21 days holiday + 8 bank holidays
* Pension scheme
* Structured working hours with no weekend requirements
* Opportunities to grow within a well-established operational support team
Contract Environment: Facilities management - education, healthcare, and commercial sites
Client-Facing Role: Yes
Team Structure: Part of an experienced and collaborative helpdesk and operations team
Get in touch with Jacob from HVAC for more info