Helpdesk Coordinator - Drainage Experience

Job Title: Repairs & Maintenance Helpdesk Coordinator

Location: Aquevo Operations Office, London NW2

Salary: £32,000+ per year

Employment Type: Full-time, Permanent

Reports to: Operations Manager

About the Role

This is a hands-on operations role within a drainage and plumbing contractor - not an IT helpdesk.

You'll be responsible for keeping jobs, engineers, and clients running smoothly in a fast-paced maintenance environment.

Key Responsibilities

Helpdesk & Job Management

• Answer inbound office calls and manage the main info inbox
• Log all new jobs onto BigChange and book engineers accordingly
• Book and confirm appointments with clients and tenants
• Keep job notes, client portals, and systems fully up to date

Engineer Scheduling & Coordination

• Plan and manage engineers' daily schedules
• Ensure engineers are fully booked 3-5 days in advance
• Track engineers' whereabouts during the day and update clients as needed
• Call engineers daily (around 16:00) to confirm the following day's works

Parts, Quotes & Administration

• Order materials in advance or reactively to ensure first-time fixes
• Prepare basic quotes and send to clients
• Chase outstanding quotes weekly
• Complete generic RAMS where required

Job Completion & Invoicing

• Review completed works daily
• Rebook follow-on works where required
• Prepare jobs for invoicing once completed

Out-of-Hours

• Provide one evening per week cover for urgent bookings

What We're Looking For

• Experience in property maintenance, repairs coordination, facilities, or engineering administration
• Confident dealing with engineers, suppliers, and property managers
• Highly organised, proactive, and comfortable working under pressure
• Experience using job management systems (BigChange ideal)

KPIs

• Jobs booked and updated accurately
• Engineers fully utilised with minimal downtime
• Client portals and job records kept accurate
• Positive feedback from engineers and clients

Progression

Contract Manager or Helpdesk Manager