Customer Care Advisor (FM Helpdesk) | Temp-to-Perm Contract
Launch Your Career in Facilities Management in Manchester City Centre
Are you looking for a structured opportunity that starts with a contract and leads directly to a permanent role We are urgently seeking a dedicated Customer Care Advisor to join our busy Facilities Management (FM) helpdesk team.
This is a Temp-to-Perm position offering immediate experience and a clear path to a long-term career with a major FM provider, based in Manchester City Centre. You'll be the crucial first point of contact, ensuring service requests are logged, managed, and resolved efficiently.
THE OPPORTUNITY: TEMP-TO-PERM
Contract Status Temp-to-Perm (Clear path to permanent contract)
Location Manchester City Centre
Working Pattern Hybrid Working (Monday–Friday, 8 am–5 pm) Fridays From Home.
Focus Frontline FM Helpdesk and High-Volume Quoted Works administration
Training Full training provided on internal systems and processes
KEY RESPONSIBILITIES: END-TO-END WORKFLOW MANAGEMENT
You will be responsible for managing the full lifecycle of facilities management service requests, focusing on accuracy, speed, and client satisfaction.
Frontline Service: Professionally handle planned and reactive FM service requests via phone and email, logging all issues accurately and ensuring appropriate escalation based on priority (e.g., P1 to P4 fixes).
Quoted Works Administration: This role heavily involves the raising and administration of a high volume of quoted works, requiring meticulous attention to detail and process adherence.
SLA Compliance & Allocation: Monitor all work orders to ensure strict adherence to client Service Level Agreements (SLAs). Efficiently assign jobs to the correct contractors and engineers within agreed timeframes.
Supplier Liaison: Build strong relationships with the contractor supply chain, proactively chasing outstanding works and confidently challenging unnecessary call-outs or poor response times.
System Integrity: Manage and update business-critical issues daily within the CAFM system, ensuring the system remains current for complete operational transparency and supporting a smooth order-to-cash process.
MANDATORY SKILLS & EXPERIENCE
Successful conversion to a permanent contract is dependent on demonstrating proficiency in these key areas:
Experience: Previous experience working in a busy, customer-facing helpdesk or call centre environment is highly desirable.
FM Systems: Familiarity with CAFM systems (Computer Aided Facilities Management, preferably Concept) is a significant advantage.
IT Proficiency: Strong IT literacy, particularly high proficiency in Microsoft Excel (data entry, filtering, and basic reporting are required).
Communication: Confident, efficient, and reassuring telephone manner, supported by strong written communication skills.
Disposition: Proven ability to be tenacious, highly organised, and excellent at prioritising and multitasking complex workflows