Help desk Advisor

Customer Care Advisor (FM Helpdesk) Temp-to-Perm Contract

Launch Your Career in Facilities Management in Manchester City Centre

Are you looking for a structured opportunity that starts with a contract and leads directly to a permanent role We are urgently seeking a dedicated Customer Care Advisor to join our busy Facilities Management (FM) helpdesk team.

This is a Temp-to-Perm position offering immediate experience and a clear path to a long-term career with a major FM provider, based in Manchester City Centre. You'll be the crucial first point of contact, ensuring service requests are logged, managed, and resolved efficiently.

THE OPPORTUNITY: TEMP-TO-PERM

Contract Status Temp-to-Perm (Clear path to permanent contract)

Location Manchester City Centre

Working Pattern Hybrid Working (Monday Friday, 8 am 5 pm) Fridays From Home.

Focus Frontline FM Helpdesk and High-Volume Quoted Works administration

Training Full training provided on internal systems and processes

KEY RESPONSIBILITIES: END-TO-END WORKFLOW MANAGEMENT

You will be responsible for managing the full lifecycle of facilities management service requests, focusing on accuracy, speed, and client satisfaction.

• Frontline Service: Professionally handle planned and reactive FM service requests via phone and email, logging all issues accurately and ensuring appropriate escalation based on priority (e.g., P1 to P4 fixes).
• Quoted Works Administration: This role heavily involves the raising and administration of a high volume of quoted works, requiring meticulous attention to detail and process adherence.
• SLA Compliance & Allocation: Monitor all work orders to ensure strict adherence to client Service Level Agreements (SLAs). Efficiently assign jobs to the correct contractors and engineers within agreed timeframes.
• Supplier Liaison: Build strong relationships with the contractor supply chain, proactively chasing outstanding works and confidently challenging unnecessary call-outs or poor response times.
• System Integrity: Manage and update business-critical issues daily within the CAFM system, ensuring the system remains current for complete operational transparency and supporting a smooth order-to-cash process.

MANDATORY SKILLS & EXPERIENCE

Successful conversion to a permanent contract is dependent on demonstrating proficiency in these key areas:

• Experience: Previous experience working in a busy, customer-facing helpdesk or call centre environment is highly desirable.
• FM Systems: Familiarity with CAFM systems (Computer Aided Facilities Management, preferably Concept) is a significant advantage.
• IT Proficiency: Strong IT literacy, particularly high proficiency in Microsoft Excel (data entry, filtering, and basic reporting are required).
• Communication: Confident, efficient, and reassuring telephone manner, supported by strong written communication skills.
• Disposition: Proven ability to be tenacious, highly organised, and excellent at prioritising and multitasking complex workflows.