Helpdesk Coordinator - Drainage Experience

Job Title: Repairs & Maintenance Helpdesk Coordinator Location: Aquevo Operations Office, London NW2 Salary: £32,000+ per year Employment Type: Full-time, Permanent Reports to: Operations Manager About the Role This is a hands-on operations role within a drainage and plumbing contractor — not an IT helpdesk. You’ll be responsible for keeping jobs, engineers, and clients running smoothly in a fast-paced maintenance environment. Key Responsibilities Helpdesk & Job Management * Answer inbound office calls and manage the main info inbox * Log all new jobs onto BigChange and book engineers accordingly * Book and confirm appointments with clients and tenants * Keep job notes, client portals, and systems fully up to date Engineer Scheduling & Coordination * Plan and manage engineers’ daily schedules * Ensure engineers are fully booked 3–5 days in advance * Track engineers’ whereabouts during the day and update clients as needed * Call engineers daily (around 16:00) to confirm the following day’s works Parts, Quotes & Administration * Order materials in advance or reactively to ensure first-time fixes * Prepare basic quotes and send to clients * Chase outstanding quotes weekly * Complete generic RAMS where required Job Completion & Invoicing * Review completed works daily * Rebook follow-on works where required * Prepare jobs for invoicing once completed Out-of-Hours * Provide one evening per week cover for urgent bookings What We’re Looking For * Experience in property maintenance, repairs coordination, facilities, or engineering administration * Confident dealing with engineers, suppliers, and property managers * Highly organised, proactive, and comfortable working under pressure * Experience using job management systems (BigChange ideal) KPIs * Jobs booked and updated accurately * Engineers fully utilised with minimal downtime * Client portals and job records kept accurate * Positive feedback from engineers and clients Progression Contract Manager or Helpdesk Manager