About Us:
KSD Support Services Ltd is part of the KSD Group, a leading building maintenance and facilities management provider operating across the UK. The company delivers comprehensive FM services to a portfolio of prestigious clients, including major retail, hospitality, and commercial organisations such as Tesco and Stonegate Group.
Purpose of the Job:
The purpose of this role is to provide efficient scheduling, planning, and administrative support to both engineers and clients. The successful candidate will be responsible for managing incoming phone calls and emails, coordinating engineers' workloads through scheduling systems, allocating jobs effectively, and ensuring all work is completed in line with client requirements and agreed service standards.
Key Responsibilities:
The primary responsibilities are detailed below, however KSD Support Services Ltd may require additional responsibilities to be absorbed within reason from time to time to meet business demands.
- Plan and schedule engineers' workloads, including Planned Preventative Maintenance (PPM) and reactive maintenance tasks, to maximise productivity and operational efficiency. Ensure engineers' diaries are fully utilised, proactively managing schedules and maintaining contingency work to minimise downtime in the event of cancellations or changes;
- Meet individual performance objectives by achieving agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring all activities are delivered in accordance with client contractual requirements and service standards;
- Maintain accurate and up-to-date records within Facilio CAFM system, ensuring subcontractor attendance, job progress, and status updates are recorded promptly to support operational efficiency, accurate reporting, and compliance with client requirements;
- Liaise effectively and professionally with clients, subcontractors, colleagues and the wider Senior Management Team, as and when required, to resolve queries and Page 2 of 3 issues promptly, ensuring effective communication and the smooth delivery of services;
- Deliver excellent customer service through a variety of communication channels, responding to enquiries in a professional, confident, and timely manner while ensuring business objectives and client expectations are consistently met;
- Proactively monitor and chase outstanding paperwork, documentation, engineer reports, and compliance records, ensuring all required information is received, completed, and accurately recorded within agreed timescales to support operational performance and client compliance;
- Respond promptly to client emergencies, coordinating and managing incidents through to completion while keeping clients informed of progress at every stage;
- Provide timely support to engineers by responding to job-related queries, coordinating solutions to operational issues, and ensuring the efficient delivery of work;
- Carry out a range of administrative duties to support the effective delivery of works, including uploading permits to work, RAMS, contract documentation, site photographs, and job sheets; arranging site access; ordering equipment and materials; and proactively chasing engineers for outstanding documentation to ensure records are accurate, complete, and maintained within agreed timescales;
- Undertake any other reasonable duties commensurate with the role, as requested by the client or your Line Manager/Senior Management Team from time to time.
Skills, Knowledge, and Abilities:
Essential:
- Be able to receive and action direct telephone, email requests for service in accordance with the Helpdesk procedures;
- Strong organisation skills and a high attention to detail;
- Excellent verbal and written communication skills;
- Proficient in the use of IT platforms, Outlook, Word, Excel;
- The ability to work in a fast-paced environment, multitask and make effective decisions quickly;
- The ability to work well as part of a team to achieve both personal and team targets;
- Develop and maintain good working relationships across all levels of the Company;
- A good problem-solving attitude;
- Have a positive ‘can do’ attitude;
- Flexibility and adaptability to changing workloads;
- Awareness of Health and Safety procedures and regulations.
Desirable:
- Experience working within the facilities management industry within a support function, Helpdesk or equivalent;·
- Experience of working with Computer Aided Facilities Management (CAFM) systems or similar, preferably Facilio CAFM system.
Additional Information:
- Working Days/Hours: Monday to Friday, 8.00am to 5.00pm;
- Office Location: KSD Support Services Ltd, Suite 0/7, Merlin Business Centre, 20 Mossland Road, Hillington Park, Glasgow, G52 4XZ
All candidates will be required to provide valid proof of Right to Work in the UK at interview stage.
Job Types: Full-time, Permanent
Pay: Up to £30,000.00 per year
Work Location: In person
