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