Planner, Customer Service​/HelpDesk, Office Administrator​/ Coordinator

Hours of Work

8am-5pm, Monday-Friday

CFM are a leading NI Facilities management company delivering total integrated building service solutions throughout the public and private sector. The business has grown rapidly over the last 5 years and currently has a 350 strong all‑trade workforce.

Castledawson, Deerpark Road

This role operates within a fast‑paced environment and is responsible for the planning and scheduling of job orders, ensuring efficiency and cost‑effectiveness whilst providing a first‑class service to our customers. It requires teamwork and close liaison with all stakeholders to manage targets and workflows effectively on a daily basis.

• Be the initial point of contact for tenants for urgent, routine, and adaptation works.
• Schedule customer appointments and create events.
• Notify customers on the planned arrival of workers.
• Assign jobs to relevant trade/department within the required job category via computer communication whilst considering cost, customer service, and resource availability.
• Raise survey events on new COTs, Adaptions and Response jobs.
• Monitor progress of all jobs to ensure scheduled works are completed and PDAs are completed correctly.
• Liaise with administration team, supervisor and management to answer queries and review works in progress.
• Liaise daily with client district maintenance officers/administrators.
• Monitor required completion dates and ensure they are met, requesting extensions where required.
• Deal with queries and complaint resolution.
• Maintain standards and processes to reach KPI targets.
• Support other planning areas when required as part of a cross‑functional team environment.
• Review KPI prior to monthly meeting and prepare any documents needed for possible challenges.
• Prioritise customer orders by due date to support the company in meeting target deadline KPI.
• Escalate issues promptly to management and help resolve problems in a timely fashion.

• IT literate, proficient in Microsoft Office.
• Previous experience of scheduling/logistics.
• Experience in customer service and customer excellence.

• Experience operating within a face‑paced construction industry with a focus toward housing maintenance.
• A Degree / HND in a related discipline.

• Excellent communication skills with the ability to manage client relationships.
• Strong planning and organisation skills.
• Ability to work on own initiative and as part of a cross‑functional team.
• Ability to work accurately under pressure and meet deadlines & targets.
• Good understanding of operating costs and productivity levels.
• Knowledge of construction and the skills of the team members.
• Good customer service/customer care skills.
• Ability to deal with the unexpected and good problem‑solving skills.

Excel, Call handling, Planning & Organising.