Help desk Advisor

Customer Care Advisor (FM Helpdesk) | Temp-to-Perm Contract

Launch Your Career in Facilities Management in Manchester City Centre

Are you looking for a structured opportunity that starts with a contract and leads directly to a permanent role? We are urgently seeking a dedicated Customer Care Advisor to join our busy Facilities Management (FM) helpdesk team.

This is a Temp-to-Perm position offering immediate experience and a clear path to a long‑term career with a major FM provider, based in Manchester City Centre. You'll be the crucial first point of contact, ensuring service requests are logged, managed, and resolved efficiently.

Contract Status:
Temp-to-Perm (Clear path to permanent contract)

Location:

Manchester City Centre

Working Pattern:
Hybrid Working (Monday–Friday, 8 am–5 pm) Fridays From Home.

Focus:
Frontline FM Helpdesk and High‑Volume Quoted Works administration

Training:
Full training provided on internal systems and processes

You will be responsible for managing the full lifecycle of facilities management service requests, focusing on accuracy, speed, and client satisfaction.

Professionally handle planned and reactive FM service requests via phone and email, logging all issues accurately and ensuring appropriate escalation based on priority (e.g., P1 to P4 fixes).

This role heavily involves the raising and administration of a high volume of quoted works, requiring meticulous attention to detail and process adherence.

Monitor all work orders to ensure strict adherence to client Service Level Agreements (SLAs). Efficiently assign jobs to the correct contractors and engineers within agreed time frames.

Build strong relationships with the contractor supply chain, proactively chasing outstanding works and confidently challenging unnecessary call‑outs or poor response times.

Manage and update business‑critical issues daily within the CAFM system, ensuring the remains current for complete operational transparency and supporting a smooth order‑to‑cash process.

Successful conversion to a permanent contract is dependent on demonstrating proficiency in these key areas:

• Experience: Previous experience working in a busy, customer‑facing helpdesk or call centre environment is highly desirable.
• FM Systems: Familiarity with CAFM systems (Computer Aided Facilities Management, preferably Concept) is a significant advantage.
• IT Proficiency: Strong IT literacy, particularly high proficiency in Microsoft Excel (data entry, filtering, and basic reporting are required).
• Communication: Confident, efficient, and reassuring telephone manner, supported by strong written communication skills.
• Disposition: Proven ability to be tenacious, highly organised, and excellent at prioritising and multitasking complex workflows.