Customer Service Helpdesk Advisor; Reactive Planner

Customer Service Helpdesk Advisor (Reactive Planner)

Full time, Head Office (Preston)

We are looking to recruit a highly motivated and experienced individual who has excellent customer service skills to support our customer service and compliance teams as a Customer Service Advisor / Reactive Planner.

The role is essential in ensuring high standards of customer satisfaction and compliance with stringent contractual KPIs and SLAs, particularly in managing high-risk contracts. You will be responsible for proactively maintaining and monitoring reactive tasks and assets across multiple portfolios. Ensure adherence to planned contractual SLA’s/KPI’s and escalate any issues as appropriate – ensuring resolution to these issues. Work closely with your peer group, EWFM FM’s, Operations Managers, Building Consultancy, Technical and Compliance Teams to ensure compliance across the client portfolio in terms of Planned Maintenance.

• To maintain good service delivery to our clients in terms of reactive tasks
• To amend resourcing on reactive and scheduled tasks to align with mobile site supervisor’s schedules – as required
• To jeopardy manage the completion of tasks and scheduled tasks in accordance with contract / client requirements
• To ensure that all service documentation is stored correctly using the mandatory naming conventions
• Support both the Facility Managers and clients in the retrieval of supporting evidence for planned maintenance regimes
• To escalate any non-performance issues of supply chain or internal resources in relation to completion of planned maintenance and scheduled tasks to Customer Services Manager as necessary
• Responsible for client reporting regarding planned maintenance as determined by the client contract
• Progress remedial works identified following planned tasks and jeopardy manage such works to ensure the contractual KPIs/SLAs are adhered to
• Provide performance management reporting on reactive work to internal and external stakeholders as required
• Proactively manage continuous reduction of aged reactive work orders
• Progress and monitor the quotation process aligned to the requirement of remedial works
• Undertake audits of planned maintenance and scheduled tasks and report any findings to the Customer Services Manager
• Routinely inform the Customer Services teams of any contract or financial changes
• Take responsibility for and elevate where necessary all high risk tasks
• Proactively manage continuous reduction of work orders and scheduled tasks
• To provide support to the Facility Managers and Compliance and Technical teams in relation to the mobilisation of new client contracts e.g. establishing planned and schedule tasks within Concept Evolution
• General administrative support and other appropriate duties as directed
• Contribute to company objectives by meeting own performance objectives

• Prior knowledge of technical aspects of planned maintenance tasks/regime
• An effective communicator both oral and written
• Extensive planning and organising skills
• PC literate with good knowledge of MS applications
• Good all-round administration and time management skills
• Accuracy and attention to detail
• Comfortable in a high-pressure environment
• Have the ability to work on own initiative in an organised, methodical and self-motivated way.
• Flexible and adaptable approach to work
• Have proactive “can do” approach

• Competitive salary £27,573
• Enhanced annual leave starting at 26 days + bank holidays rising with service
• Learning and development opportunities focusing on technical competence, upskilling, compliance and governance
• Pension – 6.5% employer contribution
• BUPA optional scheme, 50% contribution, can include family
• Company sick pay scheme – up to 20 days full pay in a rolling 12‑month period
• Group income protection – 50% of salary covered for 3 years for long-term illness
• Enhanced paid family leave (maternity, paternity, adoption, etc.)
• Hybrid working – manage your own diary, working in the office, at home or on client sites
• Onsite gym – free to use
• Company doctor and virtual GP access
• Employee assistance programme (EAP)
• Mental health support via Thrive app (NHS approved)
• Savings scheme – put aside…