Helpdesk Coordinator
6 days ago
Location: HW Facilities, Westbury - BA13 4HR
Salary: £25,057.50 per annum
Contract: Permanent, Full-Time – 37.5 hrs per week (JOB SHARE CONSIDERED)
About HW Facilities
HW Facilities (trading name for Heath and Wiltshire Ltd) is a well-established, medium-sized commercial cleaning company operating across the UK. While our core focus is corporate office cleaning, we also provide expert services to retail, industrial, and healthcare environments.
As a proud family-run business, we're committed to being a caring and fair employer, fostering a supportive culture where our people feel valued and respected. Our reputation is built on reliability, professionalism, and long-term client relationships.
Job Summary
We are seeking a highly organised, proactive, and confident individual to join our Westbury head office team. This hybrid role blends helpdesk support, operations coordination, and sales administration. You'll be part of the helpdesk team for operational queries, ad hoc work order coordination, supplier liaison, and client communication.
You'll manage a varied workload — from client communication, field manager support, ordering, system access requests, to sourcing subcontractor quotes and ensuring compliance documentation are ready before works begin. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in keeping operations running smoothly.
Key Responsibilities
Helpdesk
Liaise with clients regarding service feedback, missed cleans, and quote requests.
- Respond to and resolve hardware/software support requests (computers, phones, logins).
- Troubleshoot technical issues and escalate when necessary.
- Provide support to field managers with operational queries.
- Organise travel and accommodation requests.
- Monitor and resolve issues within the helpdesk inboxes.
- Incoming phone / email enquiries and record keeping
All deliveries to office accepted and processed
Operations Coordination
Process and track service requests and ad hoc work orders.
- Manage supply chain and procurement activities.
- Liaise with suppliers and vendors for quotes and deliveries.
- Accept and organise deliveries, ensuring items are checked and distributed appropriately.
- Ensure collaboration between operations and accounts, confirming all purchases made by helpdesk/support are recorded and communicated to the finance team.
- Support internal operational initiatives.
Be prepared to get involved in any operational task assigned to the operations department.
Fleet Vehicle Management
Oversee the scheduling and coordination of vehicle MOTs, servicing, and repairs.
- Maintain accurate records of fleet maintenance and compliance.
Report any vehicle concerns or issues to the Finance Director.
Sales & Project Support
Directing any sales enquiries
- Verisae (client platform) enquiries and processing
- Source and compare subcontractor pricing to ensure best value.
- Schedule works and confirm all RAMS (Risk Assessments & Method Statements) and compliance documents are in place before commencement.
- Communicate professionally with clients via phone and email.
- Send extra work orders to clients and request purchase order numbers where required.
- Support client systems, ensuring accurate data entry and task tracking.
- Provide administrative support to sales and operations teams including data entry, document management, and tracking project progress.
Key Skills & Attributes
- Excellent organisational and interpersonal skills
- Confident and professional telephone manner
- Strong written communication skills, especially via email
- Ability to multitask and manage time effectively
- Experience in helpdesk, administration, or coordination roles preferred
- Proficient in Microsoft Office Suite and other IT systems
- Familiarity with fleet management, delivery coordination, and client platforms
- Understanding of basic finance processes and interdepartmental collaboration
Benefits
- Company laptop/IT equipment provided.
- Employee Assistance Programme.
- Free on site parking
Job Types: Full-time, Part-time
Pay: From £25,057.50 per year
Benefits:
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time
Experience:
- Administrative: 1 year (required)
- Operations Coordination: 1 year (required)
- Proficient in Microsoft Office Suite and other IT systems: 1 year (required)
Location:
- Westbury BA13 4HR (required)
Work Location: In person
