Position : Service Coordinator Department : Helpdesk Reporting to : Helpdesk Manager Status of post : Full-Time Permanent Salary: Remuneration Package will be competitive and in line with experience Job Description Acting as the first point of contact for clients, demonstrating professionalism and problem-solving skills in every interaction Logging, prioritising, and tracking service requests within CAFM systems to ensure complete visibility and accountability Planning and scheduling works for both in-house engineers and subcontractors, optimising resources to achieve maximum efficiency Monitoring the delivery of reactive and planned works, ensuring performance aligns with service level agreements (SLAs) and KPIs Proactively managing escalations, resolving issues, and ensuring a positive client experience Supporting continuous improvement by identifying process efficiencies and sharing best practice across the team Delivering high-quality administrative support to the management team, contributing to operational excellence Essential Skills & Experience Advanced IT literacy, including strong MS Excel skills and confident use of CAFM systems Proven ability to manage a high-volume workload with accuracy and attention to detail Strong customer-facing skills with a professional, and solutions-focused manner Experience of working collaboratively in a fast-paced team environment, balancing competing priorities Ability to build trust and credibility with stakeholders at all levels Desirable Skills & Experience Experience in a similar role from a Facilities Management (FM) environment, ideally involving the allocation and planning of reponsive works Previous practice in using CAFM software The Company Offers Ongoing training and development opportunities Working alongside experts in their field Health cash plan including compensation for dentistry and optical well being Enhanced maternity and paternity leave Additional holiday increase with length of service Team building and activity days Monthly employee value-based recognition award monetary gift Health, wellbeing and social calendar of events Long service awards Enhanced marriage leave Kingsbridge Membership Club Irwin M&E is driven by values based on loyalty, safety, innovation and success We are a Responsible Body for AccessNI. A disclosure check will be undertaken; however, a criminal record will not necessarily be a bar to obtaining this role. Our policy on the recruitment of ex-offenders is available on request.