Customer Service Desk Co-Ordinator Full Time NEW

About the Role

The Customer Service Desk Co-Ordinator sits at the heart of HAS operations, keeping planned and reactive works moving, clients informed, and engineers and subcontractors coordinated. This is a replacement role that has become available due to continued business growth placing increased demand on the CSD team.

You will be a primary point of contact for customers and a key link between the service desk, engineers, and subcontractors. The role requires someone who is highly organised, calm under pressure, and takes pride in delivering excellent service — even when managing a high volume of competing priorities.

You will join a small, fast-paced team where strong communication and adaptability are essential, and where your contribution will have a direct impact on service quality and client satisfaction.

Key Responsibilities

• Schedule and coordinate planned preventative maintenance (PPM) and reactive works, allocating jobs to engineers and subcontractors efficiently.

• Act as a primary point of contact for customers via telephone and email, providing timely and professional updates on job status, attendance, and completion.

• Monitor the shared service desk inbox and ensure all enquiries and updates are responded to promptly.

• Generate and issue service reports following completion of works, in line with client requirements.

• Raise and issue invoices accurately in line with completed works and contractual requirements.

• Liaise with subcontractors to arrange attendance, track job progress, and ensure works are completed within agreed timeframes.

• Maintain accurate and up-to-date records within the CAFM system.

• Support the CSD Manager with day-to-day operational tasks and wider service desk priorities.

Qualifications

Required:

• GCSE Mathematics and English at grade C or above (or equivalent).

Person Specification

Essential:

• Previous experience in a customer service, service desk, or coordination role.

• Strong organisational and time management skills, with the ability to prioritise effectively in a fast-paced environment.

• Excellent written and verbal communication skills.

• High attention to detail, particularly when maintaining records, raising invoices, and producing reports.

• Proactive and positive attitude — someone who takes ownership and follows things through.

Desirable:

• Experience using CAFM systems or similar service management platforms.

• Experience working within facilities management or a similar technical services environment.

• Understanding of planned and reactive maintenance workflows.

• Experience dealing with subcontractors and field engineers.

• Ability to manage multiple tasks simultaneously without compromising quality or accuracy.

What Success Looks Like

The Customer Service Desk Co-Ordinator will be measured against the following outcomes:

• Jobs scheduled and allocated accurately and promptly, with engineers and subcontractors confirmed in line with client SLAs.

• Customer communications handled professionally, with updates provided proactively and response times consistently met.

• Service reports and invoices raised accurately and on time following completion of works.

• CAFM records maintained to a high standard, with no significant data gaps or errors.

• Positive feedback from clients, engineers, and internal teams on communication and coordination.

• Effective contribution to the CSD team, supporting workload balance and maintaining service standards during busy periods.

Team & Culture

You will be working within a small but busy Customer Service Desk team, collaborating closely with engineers, subcontractors, and internal departments across the business. The team operates at pace, and the ability to adapt quickly, communicate clearly, and make confident decisions is essential.

HAS is a business that values hard work, reliability, and a genuine commitment to delivering for clients. We are looking for someone who brings a positive attitude to work every day and is motivated by doing the job well.

Pay: £28,000.00-£30,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Gym membership
• On-site parking

Application question(s):

• Have you previously used a CAFM system, job management platform, or similar software to log and track work? How did you ensure the accuracy of the information you recorded?

Work Location: In person