Control Centre Co-ordinator - Nights

Location: Greater London

Department: FM Helpdesk
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Company:
Canary Wharf Management Limited
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Reporting to:
Centralised Operations Manager

Job Summary The Control Centre Coordinator provides a professional, high level customer service and operational support function to internal teams, contractors, and estate management staff. Key objective of this role is to ensure the smooth delivery of estate services through effective communication, accurate data handling, and proactive contractor and systems support. The role is integral to maintaining service continuity by managing contractor onboarding within the e permit system, conducting estate inductions when required, operating the CAFM system (MRI Evolution) with precision, and supporting Building Management (BM) teams through timely escalation of both Reactive and Planned Preventative Maintenance task (PPMs), and accurate record keeping.

For night‑shift operations, the role also provides continuity between daytime and overnight services by monitoring outstanding maintenance activity, progressing handover items, and ensuring urgent or unresolved issues are appropriately escalated. Working Pattern: 4 days per week
Shift Times: 7pm-7am ( Monday to Thursday)
Salary: £40,000 + 3% shift allowance

Contract:

Full-time
Main Responsibilities

• Respond promptly and professionally to all calls, emails and enquiries received by the FM Helpdesk, ensuring they are processed in accordance with agreed procedures.
• Act as a key point of contact for tenant and contractor related queries, supporting the Customer Satisfaction Service procedure as directed by the Helpdesk Operations Manager.
• Maintain excellent customer and stakeholder relationships through clear communication, accurate information, and consistent application of FM Helpdesk processes.
• Manage the onboarding process for new contractors, including the creation and administration of contractor accounts on the e‑permit platform.
• Provide first-line support for contractor queries relating to system access, account updates, and general e‑permit processes.
• Deliver training sessions to contractors on how to use the e‑permit system effectively, ensuring compliance with estate procedures.
• Support BM teams by conducting and recording contractor Estate Inductions when required, ensuring records are accurately maintained and compliance standards met.
• Operate the CAFM (Evolution) system daily, ensuring all maintenance tasks are raised, updated, and closed accurately and promptly.
• Process reports into reactive tasks, ensuring that all information is correctly logged in Evolution in a timely manner, key information is collected from the reporter and stored in accordance with internal procedures.
• Escalate urgent operational issues and provide updates to managers, supervisors and relevant departments where required.
• Support the Helpdesk Operations Manager by preparing accurate reports, dashboards, and data extracts for operational reviews and management reporting.
• Ensure all database entries, task logs, permits, and system updates are completed with a high level of accuracy, attention to detail, and consistency.
• Maintain compliance with Health & Safety policies and elevate hazards, incidents, or operational concerns promptly to the appropriate manager.
• Ensure that all operational procedures are followed and that data integrity across systems is upheld at all times.
• Review day and late-shift handovers and monitor outstanding reactive and planned maintenance tasks overnight, progressing actions where possible and ensuring clear and accurate information is available for the following shift.
• Provide first-line operational and systems support to night‑shift Supervisors and engineers, including support with CAFM task visibility and completion…