Reporting to the Helpdesk and Office Manager, and part of the Service Assurance team, this role offers clear opportunities for upskilling, development and career progression as a Facilities Coordinator working on a shift rota, alternating day and night shifts.
We are looking for a Facilities co‑ordinator to be the customer facing representative for our services, to bind together the various services to act as one convenient point of contact to the building estate users/stakeholders. The purpose of the role is to enhance the customer experience by building and maintaining an excellent relationship with the occupants and exceeding their expectations daily.
As a Facilities co‑ordinator, you will set consistently high standards across your allocated area and share best practice with the rest of the team to ensure service delivery meets the needs of the customer and exceeds them wherever possible. As a Facilities Co‑ordinator, you will be the first point of contact for FM related issues across the manufacturing environment and will take responsibility for logging calls on behalf of building occupants. You will have regular communication with various stakeholders to communicate and update on any issues, queries and outstanding works.
This role is perfect for individuals who like to work a shift pattern, alternating between a day shift (06:00‑18:00) and night shift (18:00‑06:00).
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.
* Effective utilisation, efficiency and productivity of the field engineers, ensuring work orders are being assigned to the correct engineers’ skill set to achieve job SLAs each day.
* Identify areas of risk to KPIs and raise them with management to eliminate, reduce or transfer the risk of failing SLA's.
* Ensure that, so far as is reasonably practicable, Mitie reacts efficiently and effectively in line with client SLA's and KPI's.
* Perform tasks in a professional manner to a suitable standard to meet both Client and Mitie expectations.
* Manage the relationships for third‑party access sites, ensuring correct adherence to site rules and that costs are monitored and escalated accordingly.
* Ensure that the reactive updates are accurate at all times.
* Take the lead on reactive works functions set out by the Helpdesk and Office Manager, working in collaboration with the entire Service Assurance Team.
* Monitor several site‑based BMS alarms to ensure no impact on service.
* Carry out customer satisfaction surveys and act on feedback provided.
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 etc.).
* 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, always seeking to deliver excellent service and a positive experience for stakeholders.
* Team‑oriented, fostering collaboration, trust and open communication within the Helpdesk team and across departments.
* Professional and dependable, demonstrating 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 apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
* Use all work equipment and personal PPE properly and in accordance with training received.
* Report any issues or training needs to your Line Manager and/or via your divisional incident reporting system.
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
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