Customer Account Manager
Building Maintenance Helpdesk
Location: Dean Clough, Halifax, HX3
Hours: Full-time, 40 hours per week | Monday–Friday
Salary: £26,000–£28,000 per annum, dependent on experience
On-Call: 1 in 8 rotas for emergency out-of-hours support. ** Please ensure you have considered this before applying **.
About the Role
We are looking for an organised, confident, and customer-focused Customer Account Manager to join our busy Building Maintenance Helpdesk team.
This is a varied and fast-paced role where you will act as the key link between customers and the engineers and contractors responsible for resolving property maintenance issues.
You will be responsible for managing reactive and planned maintenance requests from initial report through to completion, ensuring customers are kept informed and jobs are dealt with efficiently, professionally and within agreed timescales.
The successful candidate will be someone who enjoys working in a busy environment, is comfortable managing competing priorities and can communicate confidently with customers, engineers, contractors and colleagues at all levels.
Key ResponsibilitiesCustomer & Helpdesk Management
- Receive and log maintenance requests via telephone, email and computerised systems.
- Act as the first point of contact for customers reporting property maintenance issues.
- Assess and prioritise jobs according to urgency and agreed service levels.
- Provide customers with clear updates on the progress of their repairs.
- Deal with queries professionally and ensure issues are followed through to resolution.
Job Scheduling & Coordination
- Allocate reactive and planned maintenance jobs to the appropriate engineers and contractors.
- Coordinate diaries, appointments and access arrangements.
- Monitor outstanding jobs and ensure work is progressed within required timescales.
- Liaise with engineers to obtain updates, reports and completion information.
- Coordinate external contractors and specialist suppliers where required.
Contractor & Purchase Order Management
- Arrange and coordinate external contractors for specialist works.
- Raise and manage purchase orders in accordance with company procedures.
- Check completed works and ensure relevant information and documentation has been received.
- Escalate any concerns regarding workmanship, delays or incomplete works.
Administration & Reporting
- Maintain accurate and up-to-date records on the company's CAFM/property management systems.
- Ensure all job information, notes, costs and completion details are recorded correctly.
- Assist with performance reporting and monitoring of key service levels.
- Maintain accurate customer and contractor records.
About You
We are looking for someone who is:
- Friendly and approachable, with a genuine focus on customer service.
- Confident and outgoing, with the ability to communicate effectively at all levels.
- Highly organised, with excellent attention to detail.
- Able to remain calm and professional when working under pressure.
- Comfortable managing multiple tasks and changing priorities.
- A strong communicator, both verbally and in writing.
- Proactive and willing to take ownership of issues from start to finish.
- Resilient and adaptable, with the ability to work effectively in a fast-paced environment.
- A confident problem-solver who can think quickly and find practical solutions.
Skills & ExperienceEssential
- Excellent communication and interpersonal skills.
- Good IT skills and confidence using Microsoft Office and computerised systems.
- Strong organisational and time-management skills.
- Ability to prioritise urgent and competing workloads.
- A professional and positive approach to customer service.
- Ability to work independently while also being a strong team player.
Desirable
- Previous experience within a property maintenance, facilities management, construction or helpdesk environment.
- Experience using CAFM or property management systems.
- Experience coordinating engineers, contractors or maintenance works.
Training will be provided on company systems and processes where required.
Out-of-Hours On-Call
As part of the role, you will be required to participate in an emergency out-of-hours on-call rota.
The current rota is 1 week in 8, providing support for urgent and emergency maintenance issues outside normal working hours.
The successful candidate must therefore be comfortable taking responsibility for emergency calls and coordinating the appropriate response when required.
What We Offer
- Salary of £26,000–£28,000, dependent on experience.
- Company performance bonus, paid twice per year.
- Full-time position – 40 hours per week, Monday to Friday.
- Free on-site parking.
- Company pension scheme.
- A varied and interesting role within a busy maintenance environment.
- The opportunity to develop your knowledge and experience within the building maintenance sector.
How to Apply
If you are an organised, reliable and customer-focused individual who enjoys working in a busy environment and believes you have the communication and coordination skills required for this role, we would love to hear from you.
Please apply directly to:
Email: [email protected]
Telephone: 01422 767100
**** Strictly no agencies ****
Pay: £26,000.00-£28,000.00 per year
Benefits:
- Bereavement leave
- Canteen
- Company pension
- Cycle to work scheme
- Discounted or free food
- Free parking
- On-site parking
Work Location: In person
