Hours: 37.5 per week, Monday–Friday 09:00 – 17:00
Company Profit-Related Bonus
30 Days annual holiday entitlement (22 days & 8 bank holidays)
Subsidised Health Care Scheme
Regular Pay Reviews
Auto Enrolment Pension Scheme
Regular Training & Development
Potential for Progression
Supportive & Positive Work Environment
Role Overview
This is a varied and interesting role within a medium-sized, family-run business based in Cardiff that has been operating for over 30 years in the Fire, Security, Automation, and Passive Fire Sectors. We are recruiting for a Helpdesk Coordinator to support the company's growth. You'll be at the heart of operations, providing excellent customer service, coordinating engineers, and ensuring that service requests are handled efficiently from start to finish. If you are proactive, organised, and ready to play a key role in our service operations, we'd love to hear from you.
Requirements
Customer Service
· Act as the primary point of contact for customers, handling inquiries, providing updates, and resolving issues by phone and email.
· Answer the office phone line and transfer calls appropriately.
· Make internal and external calls to staff and engineers.
· Manage Outlook inboxes and communication.
Job Management
· Coordinate and schedule jobs – ad hoc scheduling and dispatch of service engineers, ensuring efficient decisions.
· Manage jobs end to end – log, track, close, and charge corrective, preventative, and quoted works.
· Handle sales enquiries – log and track for the sales team.
· Cost jobs – authorise callout costs with customers, chase uplifts, and input costs into Joblogic.
· Proofread engineer reports before sending to customers.
Administration & Systems
· Manage customer portals – update for job progress, invoicing, and reporting.
· Carry out data administration – set up new customers, sites, and maintain Joblogic records.
· Support the wider service team with ad hoc duties as needed.
· Maintenance contract management – set up and oversee monthly, quarterly, bi-annual, and annual contracts, enquiries, and renewals.
About You
We are looking for a positive person with a can-do attitude who is flexible and adaptable to the company's needs. The role requires strong organisational skills, excellent communication, and the ability to manage multiple priorities effectively.
· Team player who can support colleagues across the business
· PC and Microsoft literate (essential)
· Excellent telephone manner and strong written/verbal communication skills
· Self-motivated, able to work independently and as part of a team
· Strong organisational and problem-solving skills, with the ability to adapt to unforeseen challenges
What to Expect from Ceaton
Competitive salary and benefits package
Training and development opportunities
Supportive & positive work environment
Job Types: Full-time, Permanent
Pay: £24,570.00 per year
Benefits:
* Company events
* Company pension
* On-site parking
* Profit sharing
Education:
* GCSE or equivalent (preferred)
Experience:
* Microsoft Office: 2 years (required)
Work Location: In person