Job Introduction
Pinnacle Group is looking for a highly organised Helpdesk Operator to join our team as the first point of contact for all helpdesk enquiries. In this role, you will be responsible for managing the day‑to‑day administrative functions of the contract office, ensuring that all reported jobs are allocated, tracked, and resolved efficiently. You will play a key role in maintaining excellent communication between clients, contractors, and internal teams to guarantee smooth operations and timely job completion.
You will be joining our Total FM team based in Swanscombe. The Total FM team provides integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.
The ideal candidate will bring administration experience within a Facilities Management or similar environment, demonstrating strong computer literacy, excellent interpersonal skills and the ability to work proactively under their own initiative.
Due to the nature of this role, an Enhanced DBS check is required.
Who We Are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play. We’re a people‑first organisation with a values‑driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who We’re Looking For
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key Responsibilities
* Day to day responsibility for the contract office administrative functions.
* Dealing with general enquiries relating to the contract.
* Allocating work orders to internal/external contractors, tracking job progress, implementing escalation procedures and reporting back to clients and contract staff on job progress.
* Ordering of supplies/materials.
* Process Reactive Maintenance works supplier invoices for approval and payment.
* Manage monthly updates in the form of a report, documenting activity monthly, in line with the client report for completed jobs.
* Manage contractor documentation for presentation to client for payment approval.
Key Requirements
* Administration experience working within a FM environment or similar, experience within a challenging environment is essential.
* Strong Computer Literacy
* Excellent written and oral communication skills
* Ability to prioritise workload effectively and efficiently
* Ability to work under own initiative
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds particularly from those who represent the communities we serve including ex‑armed forces personnel and their families. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
* Maternity/paternity packages
* Flexible Working Arrangements
* Life Assurance
* Enhanced Pension Scheme
* Additional Annual Leave
* Private Medical Insurance
* Cycle to Work Scheme
* Employee Assistance Programme
* Retail Discounts
* Childcare Assistance
* Season Ticket Loans
* Sick Pay Schemes
* Personal Development Plans
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