Better places, thriving communities.
Lead Facilities Coordinator (Days: 9:00 AM – 6:00 PM, Monday to Friday)
Reporting to: Helpdesk Manager
Team: Service Assurance
Upskilling, development and career progression are offered within this role
We are seeking a Lead Facilities Coordinator to serve as the primary point of contact for building occupants and stakeholders, ensuring a seamless customer experience. This role involves coordinating services, maintaining strong relationships, and consistently exceeding expectations.
Key Responsibilities
1. Act as the first point of contact for FM-related issues across the BMW account; log and track work orders using SAP, Maximo and Click CAFM systems.
2. Plan and schedule reactive tasks to optimize engineer utilization and meet SLAs.
3. Monitor risks to KPIs and escalate as needed to prevent SLA failures.
4. Ensure compliance with MITIE policies, health and safety legislation, and client requirements.
5. Support reporting activities and assist the Service Desk Manager with succession planning.
6. Lead reactive works functions and liaise with planners/schedulers.
7. Communicate effectively with engineers, supply chain, and stakeholders to ensure timely resolution of issues.
8. Administer helpdesk calls via ININ–Genesys and maintain accurate records in Maximo / SAP
Main Duties
9. Prepare and distribute engineer work schedules; ensure assignments align with skill sets.
10. Maximize efficiency and productivity of field engineers.
11. Provide cover for service desk absences and annual leave.
12. Maintain high standards of communication and forward planning to meet SLAs.
13. Escalate outstanding jobs and ensure quality and accuracy of system entries.
Skills & Attributes
14. Strong organizational and planning skills; ability to prioritize effectively.
15. Excellent verbal and written communication across all levels.
16. Customer-focused, commercially aware, and cost-conscious.
17. Self-motivated, resilient, and calm under pressure.
18. Assertive with a positive outlook.
Qualifications & Experience
19. Proficiency in Microsoft Office .
20. Familiarity with Maximo / SAP desired, not essential (training provided).
21. 1 years' experience in a helpdesk, or similar role using business systems and Microsoft packages.
22. Knowledge of hard services and facilities management desirable.
23. A Level or equivalent qualification preferred.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Jessica Mercel at .