Salary is based on full-time, this role will have a pro-rated salary
Role Overview
We are looking for an organised, proactive, and customer-focused Reactive Maintenance Call Handler & Office Administrator to join our growing team. This role is central to the smooth operation of our reactive maintenance service, acting as the first point of contact for clients, coordinating maintenance requests, scheduling engineers and subcontractors, and providing administrative support across the business.
The successful candidate will thrive in a fast-paced environment, possess excellent communication skills, and be able to manage multiple tasks while maintaining high levels of accuracy and customer service.
Key Responsibilities
Reactive Maintenance Coordination
- Answer incoming telephone calls, emails, and customer enquiries.
- Log reactive maintenance jobs accurately within the company management system.
- Prioritise and allocate work orders according to urgency and client requirements.
- Schedule engineers and subcontractors to attend maintenance call-outs.
- Monitor job progress and ensure service level agreements (SLAs) are achieved.
- Liaise with clients, engineers, suppliers, and subcontractors regarding job updates.
- Escalate urgent or unresolved issues to management when necessary.
- Close completed jobs and ensure all supporting documentation is received and recorded.
Office Administration
- Provide administrative support to the operations and management teams.
- Maintain accurate records, databases, and filing systems.
- Prepare quotations, purchase orders, and job-related documentation.
- Process invoices and supplier paperwork.
- Update spreadsheets and management reports.
- Assist with compliance records, certifications, and health & safety documentation.
- General office administration duties.
- Support onboarding and administrative processes for new employees and subcontractors.
Customer Service
- Always deliver exceptional customer service.
- Maintain professional communication with clients and stakeholders.
- Build strong working relationships with customers and service partners.
- Handle customer queries and complaints efficiently and professionally.
Essential Skills & Experience
- Previous experience in customer service, or administrative role.
- Excellent telephone manner and communication skills.
- Strong organisational and time-management abilities.
- Ability to work under pressure and prioritise workloads effectively.
- Good working knowledge of Microsoft Office (Word, Excel, Outlook).
- High level of accuracy and attention to detail.
- Professional and customer-focused approach.
Desirable Skills & Experience
- Experience within facilities management, building maintenance, construction, or engineering sectors.
- Experience coordinating engineers or subcontractors.
- Knowledge of CAFM, job management, or scheduling software.
- Understanding of reactive maintenance processes and service level agreements.
Personal Attributes
- Reliable and self-motivated.
- Positive and professional attitude.
- Strong problem-solving skills.
- Ability to work independently and as part of a team.
- Adaptable and able to manage changing priorities.
Benefits
- 20 days holiday + bank holidays (Pro Rated)
- Company pension scheme.
Pay: £25,000.00-£27,000.00 per year
Benefits:
Work Location: In person
