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
* 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.
* Plan and schedule reactive tasks to optimize engineer utilization and meet SLAs.
* Monitor risks to KPIs and escalate as needed to prevent SLA failures.
* Ensure compliance with MITIE policies, health and safety legislation, and client requirements.
* Support reporting activities and assist the Service Desk Manager with succession planning.
* Lead reactive works functions and liaise with planners/schedulers.
* Communicate effectively with engineers, supply chain, and stakeholders to ensure timely resolution of issues.
* Administer helpdesk calls via ININ–Genesys and maintain accurate records in Maximo / SAP
Main Duties
* Prepare and distribute engineer work schedules; ensure assignments align with skill sets.
* Maximize efficiency and productivity of field engineers.
* Provide cover for service desk absences and annual leave.
* Maintain high standards of communication and forward planning to meet SLAs.
* Escalate outstanding jobs and ensure quality and accuracy of system entries.
Skills & Attributes
* Strong organizational and planning skills; ability to prioritize effectively.
* Excellent verbal and written communication across all levels.
* Customer-focused, commercially aware, and cost-conscious.
* Self-motivated, resilient, and calm under pressure.
* Assertive with a positive outlook.
Qualifications & Experience
* Proficiency in Microsoft Office 365.
* Familiarity with Maximo / SAP desired, not essential (training provided).
* 1 years' experience in a helpdesk, or similar role using business systems and Microsoft packages.
* Knowledge of hard services and facilities management desirable.
* A Level or equivalent qualification preferred.