Job Description

Purpose of the Role:

Based near Eurocentral near Glasgow, this exciting new Facilities Management (FM) Helpdesk Administrator opportunity has arisen. The opportunity is to join our FM Helpdesk Team to provide support in planning & co ordinating engineering maintenance to ensure we are compliant with regulations, dealing quickly and professionally with issues as they are reported to us and to provide first class leading customer service.

You will report to the Helpdesk Leader whilst working closely with the wider Operations Team and supply chain to help provide a best-in-class Facilities Management service.

What you will do:

This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all of the following:

Customer Engagement & Support

Engage with clients to understand their facilities management needs and allocate appropriate resources.

Manage inbound calls and emails, logging all details accurately in the JobLogic CRM system.

Provide updates to clients regarding the status of their requests and planned works.

Ensure service level agreements (SLAs) are adhered to and escalate issues where necessary.

Job Management & Scheduling

Schedule reactive and planned maintenance jobs using JobLogic.

Coordinate with engineers and subcontractors to ensure timely attendance and job completion.

Update job records in JobLogic with real-time information on progress and completion.

Monitor outstanding jobs and proactively communicate with stakeholders.

CRM & Administrative Duties

Maintain accurate client and job information in JobLogic.

Generate reports from JobLogic on job status, SLA compliance, and customer satisfaction.

Assist with the administration of compliance documentation and service reports.

Identify system improvements and assist with CRM system enhancements.

Team Collaboration

Work closely with operational teams to ensure service delivery excellence.

Participate in team meetings and share best practices for customer management.

Support colleagues during busy periods to maintain service continuity.

Provide mentorship to new team members on the use of JobLogic and helpdesk processes.

Who we are looking for:

This is an opportunity for an IT literate, passionate, motivated, organised and enthusiastic individual who works well as part of a team but can also use their initiative.

You will need to be professional, innovative and open to challenges and change whilst having a can-do, hands-on approach.

We are looking for someone who is/has:

Experience working on a busy facilities management helpdesk

Proficiency with CRM systems, preferably JobLogic

Excellent communication and customer service skills

Strong organisational and problem-solving abilities

Ability to multitask and prioritise in a high-pressure environment

Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook)

Flexible and adaptable to meet changing operational needs

Team player with a proactive attitude towards continuous improvement

In return you will be welcomed and supported by the PREAH Team and be joining an organisation that cares about you as a person and your wellbeing. We pay a competitive salary based on experience and some of the other benefits include:

Opportunity to progress your career within the business

Pension scheme for when you feel it's time to retire

24-hour Employee Assistance support for you and your family's physical and mental wellbeing

Corporate perks such as discounted travel, tech & clothing and much more.

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.

PREAH is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address and standard criminal record check.

Qualifications & Skills

Experience working on a busy facilities management helpdesk.

Proficiency with CRM systems, preferably JobLogic.

Excellent communication and customer service skills.

Strong organisational and problem-solving abilities.

Ability to multitask and prioritise in a high-pressure environment.

Proficient in Microsoft Office Suite (Teams, Word, Excel, Outlook).

Flexible and adaptable to meet changing operational needs.

Team player with a proactive attitude towards continuous improvement.

Job Type: Full-time

Pay: From 25,000.00 per year

Benefits:

Company pension On-site parking
Schedule:

Monday to Friday
Work Location: In person

Reference ID: FMHelpdeskCA01