Better places, thriving communities.
Overview
Reporting to the Helpdesk and Office Manager, and part of the Service Assurance team, this role offers opportunities for upskilling, development and career progression as a Facilities Coordinator working on a shift rota, alternating day and night shifts. The Facilities Coordinator is the customer-facing representative, coordinating services to act as a single point of contact for building estate users and stakeholders. The role aims to enhance the customer experience by building and maintaining strong relationships with occupants and exceeding expectations daily.
As a Facilities Co-ordinator, you will set high standards across your area and share best practices with the team to ensure service delivery meets and exceeds customer needs. You will be the first point of contact for FM-related issues across a manufacturing environment and will log calls on behalf of building occupants. You will communicate with various stakeholders to provide updates on issues, queries and outstanding works. This role follows a day shift (06:00-18:00) and night shift (18:00-06:00) pattern.
Key Responsibilities
* Act as the first point of contact for FM-related issues across the BMW account, logging and tracking work orders using SAP, Maximo and Click CAFM systems.
* Ensure effective utilization, efficiency, and productivity of field engineers, assigning work orders to the correct engineers based on skill set to achieve daily SLAs.
* Identify areas of risk to KPIs and raise them with management to mitigate risk of SLA failures.
* Ensure Mitie reacts efficiently and effectively in line with client SLAs and KPIs.
* Perform tasks in a professional manner to meet Client and Mitie expectations.
* Manage relationships for third-party access sites, ensuring adherence to site rules and monitoring costs with escalation as needed.
* Ensure reactive updates are accurate at all times.
* Take the lead on reactive works as directed by the Helpdesk and Office Manager, collaborating with the Service Assurance Team.
* Monitor site-based BMS alarms to ensure no impact to service.
* Carry out customer satisfaction surveys and act on feedback.
Skills & Behaviours
* Strong organisational and planning skills, with the ability to prioritise effectively.
* Excellent verbal and written communication at all levels.
* Customer-focused, commercially aware and cost-conscious.
* Self-motivated, resilient and calm under pressure.
* Assertive with a positive outlook.
* Understanding of FM systems such as CAFM platforms (e.g., Maximo, SAP).
* Data and reporting capability, including extracting KPIs, SLA performance, and trend analysis.
* Good understanding of FM operations, including reactive maintenance, contractor management, and compliance processes.
* IT literate, with strong MS Office skills (Excel, Outlook, Teams, SharePoint).
* Customer-focused, delivering excellent service and a positive experience for stakeholders.
* Team-oriented, fostering collaboration and open communication within the Helpdesk team and across departments.
* Professional and dependable with strong work ethic, integrity and commitment to quality.
* Team player and accountable.
Health and Safety Responsibilities
* Follow Group and company policies and procedures at all times.
* Report any deficiencies in systems of work or equipment that may impact service delivery or safety.
* Use all work equipment and PPE properly and in accordance with training.
* Report issues or training needs to your Line manager via the divisional incident reporting system.
This job description is intended to reflect the role envisaged and the range of duties undertaken. Tasks and objectives may be adjusted over time to meet the needs of the business.
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