Facilities Helpdesk Coordinator

**Job title**:Facilities Helpdesk Coordinator

**Location**:Manchester

**Contract: **Full time

**Reporting to**:Facilities Helpdesk Supervisor

**Company Overview**

Ocasa is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes.

**Role Overview**

The Facilities Helpdesk Coordinator will report to the Facilities Helpdesk Supervisor, responding to maintenance and repairs queries, ensuring cases are resolved effectively. Within this function, you’ll play a key role in delivering prompt and reliable support, helping to create a positive experience for our tenants.

**Key Responsibilities**
- Facilitate the end-to-end process of all maintenance queries, from ticket received to job completion and close on the company’s CAFM platform in line with company service level agreements
- Using our maintenance PSL, identify and assign appropriate contractors and external vendors to maintenance jobs, while continuously monitoring their performance and quality of service
- Maintain administration systems to record maintenance operations including contractors used, additional works, performance monitoring and complaints log
- Build strong working relationships with external maintenance vendors/contractors
- Ensure invoices are processed efficiently in accordance with workflows
- Ensure maintenance system workflows are updated and completed
- Drive customer service excellence through your communication with our residents, keeping our residents up to date with maintenance progress, ensuring our residents always receive a positive experience
- Ensure all health and safety and compliance documentation is updated following works
- Support the Facilities Helpdesk Supervisor with collating Helpdesk reports and provide general administrative support to the Facilities Management team
- Contribute to company-wide projects and suggest ideas to improve our ways of working
- Provide other general support as required

**Experience and Qualifications**
- Previous administration and customer service experience, ideally coordinating company processes from end to end  
- Knowledge of the resident lifecycle and recurring queries and issues that may arise is desirable  
- Excellent IT skills, confident using in-house systems and data entry  
- Exceptional customer service and communication skills (written and verbal) and genuinely wants to deliver a great resident experience  
- Ability to effectively manage time and workload, successfully multi task and meet deadlines   
- A confident self-starter, ability to work alone and within a team  

**Company Benefits**
- Enhanced Pension
- 25 days annual leave, plus UK bank holidays
- Your birthday off
- Time off to move home
- Life assurance
- Group Income Protection
- Private healthcare via Bupa (taxable benefit)
- Commitment to your learning and development
- Employee wellness resources and events
- Employee Assistance Programme
- Regular team building events

**Our Values**

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

We believe in doing the right thing, and we hold our principles closely in everything that we do.

Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy.

We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.

**Additional Information**

We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.

We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you:
**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme

Ability to commute/relocate:

- Manchester M1: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Please include your salary expectations

Work Location: In person