Helpdesk & Facilities Coordinator

About Loop 360

Loop 360 is a growing Facilities Management business delivering integrated FM services across commercial environments. Our services include planned preventative maintenance, reactive maintenance, statutory compliance, mechanical and electrical services, soft services, small works and wider facilities support. We work closely with clients, engineers and specialist supply-chain partners to deliver a responsive, transparent and high-quality service.

The Opportunity

Due to continued growth, we are looking for an experienced Helpdesk & Facilities Coordinator to join our Operations team. This is a hands-on operational role for someone who already understands facilities management or maintenance coordination and can quickly become a dependable point of support across our contracts.

This is not a purely administrative or call-handling position. We need someone who takes ownership, thinks ahead, understands what needs to happen next and actively drives jobs through to completion.

Role Purpose

You will coordinate planned and reactive maintenance across the Loop 360 client portfolio, acting as a central link between clients, engineers, subcontractors and the wider Operations team. You will ensure works are logged correctly, prioritised, scheduled, progressed, communicated, completed and closed in line with client expectations and contractual SLAs.

The successful candidate will help strengthen the operational support behind our contracts, reducing the need for day-to-day chasing and escalation by proactively managing actions and maintaining accurate information across our systems and client portals.

Key ResponsibilitiesHelpdesk & Reactive Maintenance

· Manage incoming maintenance requests via telephone, email, CAFM systems and client portals.

· Raise reactive jobs accurately, applying the correct priority, SLA, site information and scope.

· Allocate and coordinate engineers and specialist subcontractors for reactive call-outs.

· Understand the difference between emergency, urgent and routine maintenance requirements and respond appropriately.

· Monitor open jobs throughout the day, proactively chasing progress and identifying jobs approaching SLA deadlines.

· Keep clients informed from initial request through to attendance, completion and any required follow-on works.

· Review engineer notes, photographs and job reports to ensure sufficient information has been provided before jobs are closed.

· Arrange and track follow-on works where a first-time fix is not possible.

PPM & Compliance Coordination

· Support the planning and delivery of planned preventative maintenance (PPM) across multiple client contracts.

· Schedule PPM visits with clients, engineers and subcontractors, ensuring works are planned sufficiently in advance.

· Monitor PPM planners and due dates to ensure planned and statutory works are completed within the required period.

· Work with SFG20 maintenance schedules and understand their role within planned and statutory maintenance.

· Track service sheets, certificates, reports and supporting compliance documentation following attendance.

· Identify and raise remedial actions arising from PPM visits and ensure these are progressed through quotation, approval and completion.

· Support accurate compliance records and escalate overdue or at-risk maintenance requirements.

Engineer & Supplier Coordination

· Plan and manage engineer diaries and daily workloads to maximise utilisation and minimise unnecessary downtime.

· Aim to maintain forward visibility of engineer workloads, with planned works booked in advance wherever operationally possible.

· Ensure engineers receive the correct job information, site contacts, access arrangements, permits and relevant documentation before attendance.

· Maintain regular communication with engineers regarding progress, delays, follow-on requirements and the following day's workload.

· Coordinate specialist subcontractors and suppliers, including arranging access and confirming attendance.

· Order or coordinate materials and parts in advance or reactively to support first-time fixes and timely completion.

· Proactively chase outstanding reports, quotations, attendance dates and technical information from the supply chain.

CAFM Systems & Client Portals

· Raise, update, manage and close jobs accurately within Simpro.

· Manage client-side job updates through ServiceChannel, Vantify and other client portals as required.

· Ensure job notes clearly record actions, communications, attendance, outcomes and next steps.

· Maintain accurate priority, SLA, due date/time and job-status information.

· Keep Loop 360 systems and client portals aligned so that clients have accurate and current information.

· Use system information to identify overdue actions, outstanding works and jobs requiring escalation.

Quotes, Remedials & Job Administration

· Prepare straightforward maintenance quotations using engineer reports and supplier information.

· Request, review and chase subcontractor quotations and supporting information.

· Track quotations awaiting client approval and follow up proactively.

· Raise follow-on and remedial works arising from reactive visits, PPMs and compliance inspections.

· Assist with generic RAMS and other operational documentation where required.

· Ensure purchase orders, supplier information and relevant supporting documents are recorded against the correct jobs.

· Review completed works daily and prepare jobs for invoicing once all required information has been received.

Client Service & Communication

· Act as a professional and dependable point of contact for Facilities Managers, Property Managers, building teams and other client stakeholders.

· Take ownership of client requests rather than simply passing them on.

· Provide clear, timely and professional updates, particularly where attendance or completion is delayed.

· Manage expectations confidently and escalate issues appropriately while continuing to drive them forward.

· Build strong working relationships with clients, engineers and suppliers.

· Anticipate likely client questions and provide updates before the client needs to chase.

Experience & Knowledge

Essential

· Previous experience in Facilities Management, property maintenance, engineering coordination, maintenance helpdesk or a closely related environment.

· Demonstrable experience coordinating both reactive maintenance and PPM activities.

· Experience working directly with clients, engineers and subcontractors.

· A working understanding of SLAs, job priorities, reactive call-outs and planned maintenance.

· Experience maintaining accurate job records and managing a high volume of live actions.

· Confidence communicating with clients and suppliers by telephone and email.

· Strong organisational skills, attention to detail and the ability to prioritise competing demands.

· Ability to work independently, take ownership and follow actions through without constant direction.

Highly Desirable

· Previous Simpro experience.

· Experience using ServiceChannel and/or Vantify.

· Knowledge of SFG20 maintenance schedules.

· Experience coordinating M&E and statutory compliance works.

· Experience working across multiple commercial FM contracts or sites.

· Experience preparing maintenance quotations and coordinating remedial works.

The Person We Are Looking For

The right attitude is as important as systems knowledge. We are looking for someone who is genuinely helpful, highly switched on and naturally inclined to solve problems. You should be the type of person who sees an issue and immediately considers what needs to happen next.

· Proactive rather than reactive - you do not wait to be chased.

· Driven, dependable and comfortable taking responsibility for your workload.

· Able to think ahead, spot gaps and identify potential problems before they become escalations.

· Confident picking up the phone and getting the information or action required.

· Calm and effective in a fast-paced environment with changing priorities.

· Quick to learn, able to retain information and comfortable working across several clients and systems.

· Commercially aware and conscious of engineer time, supplier costs, SLAs and the impact of delays.

· A team player who genuinely wants to make the wider Operations team more effective.

We are not looking for someone who simply logs jobs and moves them from one status to another. We want someone who owns the problem from the moment it reaches the helpdesk until it is resolved.

Key Measures of Success

· Reactive jobs are acknowledged, allocated and progressed accurately and promptly.

· SLA deadlines are actively monitored and at-risk jobs are escalated before failure.

· Engineers are effectively utilised and receive the information required to complete works.

· PPMs are planned ahead and completed within required periods.

· Clients receive proactive updates and do not need to repeatedly chase for information.

· CAFM records and client portals remain accurate, current and complete.

· Follow-on works, quotations and remedials are actively tracked and do not disappear into a backlog.

· Completed jobs are reviewed, closed and prepared for invoicing promptly.

· The wider Operations team can rely on the role holder to take ownership and get things done.

Why Join Loop 360?

This is an opportunity to join a growing FM business where you will have genuine responsibility and visibility across the operation. You will work closely with the wider Loop 360 team, build strong client relationships and play an important role in how our service develops as the business continues to grow.

If you already understand FM or maintenance coordination, enjoy solving problems and want a role where being proactive and capable is genuinely valued, we would like to hear from you.

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Life insurance
• On-site gym
• Private medical insurance
• Sick pay

Work Location: In person