OperationsOperations CentreRef: EFM-OPS-2026-03
24/7 Operations Helpdesk Coordinator
Midlands Operations Centre / Hybrid
Full-time / Shift-based
£28,000 – £33,000 + Shift Allowance & Progression
Role Overview
The heartbeat of EntireFM’s 24/7 service delivery. You will coordinate emergency engineer dispatch, manage reactive client requests, monitor SLA performance, and keep commercial property managers informed throughout major incidents.
Key Responsibilities
- Triage incoming maintenance requests by urgency, asset criticality, and contracted SLA
- Dispatch qualified mobile engineers via EntireCAFM smart allocation and live GPS map
- Keep building managers, tenants, and duty staff updated with clear ETA and job notes
- Monitor open jobs against contractual SLA thresholds and escalate potential breaches early
What We Look For
- Previous experience in facilities management, commercial property, or emergency dispatch helpdesk
- Calm, articulate telephone manner under urgent incident conditions
- Strong digital ability with CAFM platforms, ticketing queues, and real-time map scheduling
- Customer-first mindset with exceptional attention to detail
Required Qualifications & Accreditations
GCSE English & Mathematics Grade C / 4 or above
IWFM Level 2 or 3 Certificate in Facilities Management (Desirable)
Package & Benefits
Generous shift allowance and 4-on / 4-off rotation schedule
Dedicated modern operations floor with break-out lounges & cafeteria
Defined career progression into Contract Management, Commercial, or Compliance
Comprehensive onboarding training and CAFM certifications
DIRECT APPLICATION
Ready to apply?
Submit your details and CV directly to our operations and technical recruitment team.
Closing Date2026-11-15
Working ModelOperations Centre
DepartmentOperations