Control Centre Coordinator

14 hours ago

Cambridge, United Kingdom University of Cambridge Full time

The Estates Division is responsible for the management and maintenance of the University's diverse and historic estate. We are seeking a highly organised and proactive Control Centre Coordinator to join our Control Centre team, which plays a vital role in delivering a responsive and effective helpdesk service across the University.

As a key member of the team, you will ensure that customer service requests are managed efficiently, maintenance activities are tracked and completed on time, and accurate information is recorded and communicated to stakeholders. This is a fantastic opportunity to contribute to the smooth running of one of the world's leading universities.

**The Role**:

- Capture and accurately record customer service requests and updates in the CAFM system using multiple communication channels
- Monitor the progress of work orders, ensuring engineers' reports and certifications are received, reviewed, and matched appropriately
- Review service reports when required, identifying necessary follow-on works and escalating to the Service Manager; raise and issue follow-on work orders accordingly
- Raise purchase orders to support invoice consolidation and, when needed, place occasional orders for goods in support of the purchasing team
- Ensure timely closure of work orders and proactively prompt colleagues to manage outstanding tasks, maintaining a clean and accurate CAFM system
- Contribute to the ongoing development and refinement of Control Centre processes, including workflows related to work orders, payments, purchasing, and supplies
- Ensure full compliance with established procedures and standards across all activities
- Clearly communicate process updates and improvements to customers, suppliers, colleagues, and stakeholders through both verbal and written channels

**About You**:
To be successful in this role, you will bring experience from a control centre or helpdesk environment and be confident using CAFM (Computer Aided Facilities Management) systems. You'll be a clear communicator with a strong customer service focus and a proactive approach to managing tasks and solving problems.

**You will demonstrate**:

- Hands on experience in a control centre or helpdesk setting, with working knowledge of CAFM systems
- Excellent verbal and written communication skills, with a commitment to delivering high quality customer service
- A solid understanding of work order processes, including raising, assigning, and closing tasks
- Strong organisational skills and the ability to manage a varied and busy workload with attention to detail
- A methodical and systematic approach to multitasking, with effective problem-solving abilities
- Confidence in identifying opportunities for process improvement and implementing changes

**Benefits of working at the University of Cambridge include**:

- Competitive rates of pay with automatic service-related pay progression and annual cost of living increases;
- Generous annual leave allowance
- Flexible and hybrid working opportunities;
- Generous maternity, adoption and shared parental leave entitlement and other family friendly schemes (e.g. workplace nurseries)
- An auto-enrolment pension scheme, with a generous employer contribution;
- Travel benefits and retail discounts at over 2,000 local and national store:

- Schemes to support with relocation

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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