Scheduler / FM Helpdesk Coordinator

JDR Recruitment is recruiting for a Scheduler / FM Helpdesk Coordinator to support the delivery of building maintenance services.

You will act as the central point of contact for maintenance requests. You log jobs, schedule engineers, track progress, and update clients. The role requires strong organisation, clear communication, and the ability to manage multiple tasks at the same time.

You work closely with engineers, subcontractors, and operations teams to keep maintenance work running efficiently.

Key Responsibilities

Helpdesk Management

• Receive maintenance requests via phone and email
• Log service requests into the helpdesk or CAFM system
• Categorise jobs based on priority and service level targets
• Provide updates to clients on job status
  
  

Scheduling and Planning

• Schedule engineers for reactive and planned maintenance work
• Allocate jobs based on engineer location, skill set, and availability
• Maintain engineer diaries and update schedules when changes occur
• Coordinate subcontractors where required
  
  

Job Tracking and Coordination

• Monitor progress of open jobs and follow up where needed

Track response times and completion times against SLA targets

Escalate urgent or overdue jobs to operations management

Close jobs on the system once work has been completed

Communication

• Maintain regular contact with engineers throughout the day
• Provide updates to clients regarding job progress
• Work closely with operations and management teams
• Communicate any issues that may affect service delivery
  
  

Administration and Reporting

• Maintain accurate records within the helpdesk system
• Update notes, job details, and completion information
• Produce reports on job volumes, outstanding work, and service levels
• Support the operations team with general administration where required
  
  

Skills And Experience

Required Experience

• Previous experience in a facilities management helpdesk, maintenance coordination, or scheduling role
• Experience allocating work to engineers or field-based teams
• Experience working in a fast-paced service environment
• Strong organisational and multitasking ability
  
  

Technical Skills

• Experience using CAFM or job management systems
• Confident using Microsoft Office, particularly Excel and Outlook
• Comfortable managing multiple systems and job logs
  
  

Communication Skills

• Strong written and verbal communication
• Professional phone manner
• Ability to manage client expectations and provide clear updates
  
  

Personal Attributes

• Highly organised and detail focused
• Able to prioritise multiple tasks at the same time
• Calm under pressure when managing urgent requests
• Reliable and proactive in resolving issues
• Strong team player
  
  

Typical Backgrounds

Candidates Often Come From Roles Such As

• FM Helpdesk Coordinator
• Facilities Coordinator
• Service Coordinator
• Maintenance Scheduler
• Engineering Scheduler
• Helpdesk Operator
• Maintenance Planner
  
  

They Often Have Experience Within

• Facilities management companies
• Property maintenance businesses
• Building services contractors

Engineering service providers

Working Environment

This is an office-based role supporting maintenance operations. You will work closely with operations teams and engineers to coordinate maintenance activity across client sites.

The role involves managing a high volume of jobs and requires strong attention to detail to maintain accurate records and schedules.

JDRCC

JDR is acting as an Employment Agency in relation to this vacancy.

We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.

JDR is acting as an Employment Agency in relation to this vacancy.

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