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
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Answer inbound office calls and manage the main info inbox
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Log all new jobs onto BigChange and book engineers accordingly
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Book and confirm appointments with clients and tenants
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Keep job notes, client portals, and systems fully up to date
Engineer Scheduling & Coordination
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Plan and manage engineers’ daily schedules
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Ensure engineers are fully booked 3–5 days in advance
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Track engineers’ whereabouts during the day and update clients as needed
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Call engineers daily (around 16:00) to confirm the following day’s works
Parts, Quotes & Administration
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Order materials in advance or reactively to ensure first-time fixes
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Prepare basic quotes and send to clients
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Chase outstanding quotes weekly
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Complete generic RAMS where required
Job Completion & Invoicing
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Review completed works daily
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Rebook follow-on works where required
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Prepare jobs for invoicing once completed
Out-of-Hours
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Provide one evening per week cover for urgent bookings
What We’re Looking For
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Experience in property maintenance, repairs coordination, facilities, or engineering administration
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Confident dealing with engineers, suppliers, and property managers
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Highly organised, proactive, and comfortable working under pressure
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Experience using job management systems (BigChange ideal)
KPIs
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Jobs booked and updated accurately
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Engineers fully utilised with minimal downtime
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Client portals and job records kept accurate
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Positive feedback from engineers and clients
Progression
Contract Manager or Helpdesk Manager