Helpdesk Scheduler

We are seeking a dedicated and organised Helpdesk & Callout Scheduler for an exciting opportunity in the property & facilities management industry. The successful candidate will be responsible for coordinating fleet operations and providing excellent customer service.

Client Details

Our client is a large organisation based in Central Manchester, specialising in property and customer service. With a strong commitment to excellence, they have a significant presence in the property industry.

Description

Key responsibilities consist of:

• Act as the first point of contact for incoming helpdesk calls and emails

• Log service requests, faults, and issues accurately into the system

• Schedule engineer callouts and allocate jobs based on priority, location, and skillset

• Monitor job progress and update clients and engineers accordingly

• Liaise with clients to confirm appointment times and follow up on service outcomes

• Maintain accurate records of service visits, job status, and resolutions

• Coordinate with the technical team to ensure prompt response and service delivery

• Manage daily work schedules and make real-time adjustments as needed

• Ensure service level agreements (SLAs) and response times are consistently met

• Generate and distribute daily or weekly reports on job performance and outstanding tasks

• Escalate urgent issues or delays to management in a timely manner

• Support general administrative tasks within the service department

Profile

A successful Helpdesk & Callout Scheduler should have:

• Previous experience in a helpdesk, scheduling, or coordination role

• Strong organisational and time management skills

• Experience working in a fast-paced, customer-facing environment

• Proficient in using scheduling or service management software (e.g., CAFM systems, CRM tools, job dispatch platforms)

• Excellent communication skills, both verbal and written

• Ability to manage and prioritise multiple tasks and deadlines effectively

• Strong attention to detail and accuracy in data entry and record keeping

• Confident in liaising with engineers, clients, and internal teams

• Familiarity with service level agreements (SLAs) and performance tracking

• Competent with Microsoft Office applications, especially Outlook, Excel, and Word

Job Offer

• A competitive salary in the range of £28,800 - £30,200 per annum
• An exciting and challenging role in the property industry
• Hybrd working, 3 days office
• Early starts from 7am & 3pm finishes optional
• An opportunity to be part of a large organisation with a strong industry presence
• A supportive and collaborative work environment
• A location that is easily accessible in Salford
• Internal progression & development stability