Facilities Operations and Helpdesk Coordinator

Role Overview

The Helpdesk / Operations Coordinator is the central point of contact between our clients, mobile teams, supervisors, the warehouse, the commercial team and management. This role is responsible for ensuring that every contracted and ad hoc cleaning job and request is booked, tracked, completed, and invoiced correctly and that any issues are caught and resolved before they reach the client.

This is a fast-paced, detail-critical role. The right person is highly organised, calm under pressure, proactive in spotting problems, and a confident communicator across all levels of the business, with a can-do attitude and the resilience to see problems through to resolution.

The core of the role is organisation, systems and computer management, supplier relationship management, focus and prioritisation, and meticulous attention to detail. A degree is not required – attitude, organisation and capability matter more than formal qualifications.

Working hours: normal hours are 8:00 to 17:00. The role requires flexibility – there will be times when work is needed outside these hours to resolve issues or answer queries. Any additional time is given back as time off in lieu, or paid as overtime where it goes beyond what is considered normal hours.

Annual salary: £35,000

Location: Peterborough Warehouse

Key Responsibilities

1. Job Management & Workbills

• Set up and manage contracted and ad hoc workbills and job cards in Joblogic, including one-off / ad hoc jobs.
• Monitor completion of all jobs carried out by internal teams and subcontractors
• Ensure all completed work is correctly invoiced, no job leaves the system unaccounted for
• Follow up on incomplete or pending jobs and ensure next-day completion where required
• Escalate team-related job issues the relevant supervisor/manager when appropriate
• Produce quotes for ad hoc job requests using approved pricing, and track them through to client approval

2. Scheduling & Operational Coordination

• Monitor and actively support scheduling of the mobile team day-to-day
• Flag spare mobile team capacity to Operations and Commercial to support upselling of ad hoc work
• Manage scheduling adjustments caused by weather, access restrictions, or operational disruptions
• Ensure deep clean schedules are correctly allocated
• Maintain a working knowledge of site specifications, access restrictions, and opening hours for early or urgent job requests

3. Communication & Helpdesk Support

• Act as the primary helpdesk contact on WhatsApp for client, staff and supplier enquiries, ensuring every request that becomes a job is logged in Joblogic
• Manage automated out-of-hours communications, ensuring emergency contacts are correctly directed
• Provide clear, timely communication between clients, management, mobile teams, and supervisors
• Own the communication loop, if something needs following up, it is your responsibility to chase it
• Act as the day-to-day link between Operations, the Peterborough warehouse and the Commercial team
• Manage supplier relationships day to day – raise issues (quality, delivery, pricing or service failures) with the Commercial team and track them through to resolution
• Coordinate site consumable, equipment and stock requests with the warehouse, ensuring orders are placed and delivered on time

4. Vehicle & Equipment Administration

• Monitor monthly vehicle checks for all mobile team vehicles
• Track and coordinate MOTs, services, and compliance requirements
• Monitor driving alerts (escalating to the relevant line manager), including harsh braking, mobile phone use while driving, and dangerous driving indicators
• Manage equipment checklists and follow up on any missing or incomplete inspections
• Handle all vehicle-related administrative documentation including fines and reports

5. Pass & Access Control

• Manage employee and visitor pass applications and renewals (handled remotely) for:
• Heathrow — visitor, permanent, and employment passes
• Harrods
• Aurora (Selfridges)
• Maintain accurate and up-to-date pass records across all systems

6. Reporting & General Administration

• Share with clients operational reports including waste management and pest control records and recommendations.
• Compile and issue a consolidated monthly report to each client
• Include the month-ahead PPM schedule in the monthly report for key accounts.
• Verify subcontractor job completion and confirm with Finance that the work has been invoiced
• Manage client portals
• Use Joblogic and other CMS platforms for reporting, tracking, and analysis
• Maintain accurate documentation and support general office administration
• Maintain access to, and keep current, H&S documentation and RAMS for all sites
• Perform analytical tasks as required; a strong command of Excel is essential

What Good Looks Like in This Role

✓ You do

• No job is left incomplete without a follow-up action in place
• Clients receive an acknowledgement within the hour and a resolution or update the same day
• The mobile team schedule is proactively managed, not just reacted to
• Invoicing is accurate and nothing falls through the gaps
• Vehicle compliance is tracked without being asked
• You flag problems early before they reach the client or management
• Pass applications are submitted on time, with zero lapses

✗ Not acceptable

• Waiting to be told about a missed job
• Incomplete workbills or uninvoiced work
• Ignoring or delaying responses to WhatsApp messages
• Scheduling clashes or errors that could have been caught
• Vehicle checks or driving alerts left without action
• Pass applications missed or left to expire
• Passing problems upward without first attempting to resolve them

Skills & Attributes

Essential

• Highly organised, with strong administrative skills
• Strong systems and computer skills – confident learning, using and managing platforms such as Joblogic, client portals, WhatsApp Business and Microsoft 365
• Supplier relationship management – builds effective working relationships with suppliers and resolves issues quickly
• Focused and able to prioritise – acts on what matters most first
• Excellent written and verbal communication
• Confident using WhatsApp, email and helpdesk systems
• Proficient in Microsoft Excel — data entry, analysis (lookups, pivot tables) and reporting
• Ability to manage multiple tasks and deadlines simultaneously without losing focus
• Proactive mindset — spots problems before they escalate
• Resilient, calm and professional under pressure
• Meticulous attention to detail – accuracy matters in every job, invoice and record
• A can-do attitude – takes ownership and gets things done
• Flexible with time when issues need resolving outside normal hours
• Experience with Joblogic or similar field service / CMS platforms
• Background in facilities, cleaning, or operational coordination
• Experience managing vehicle compliance or fleet administration
• Familiarity with client portals (e.g. Easypro)
• Experience working across multiple sites or teams
• Familiarity with vehicle telematics platforms