Property Helpdesk Coordinator - 20 Fenchurch Street

Purpose of the Role

The Facilities Helpdesk Coordinator is responsible for supporting the day-to-day delivery of facilities services, ensuring the safe, compliant, and efficient operation of the 20 Fenchurch and Eastcheap estates.

The role acts as a central point of contact for all facilities requests, coordinating maintenance, managing contractors, administering permits, and maintaining high standards across plantrooms, show areas, and workplace environments.

This position combines helpdesk coordination, compliance administration, and hands-on site support, ensuring service delivery aligns with operational, safety, and client standards.

Key Responsibilities

1. Helpdesk & Work Order Management

· Act as first point of contact for all FM-related queries on the 20 Fenchurch Street and Eastcheap estates (phone, email, CAFM system)

· Log, prioritise, and allocate work orders via CAFM/Helpdesk systems

· Monitor and lead on progress of reactive and planned works to meet SLA/KPI targets

· Provide updates to stakeholders and ensure timely closure of tasks

· Maintain accurate records of maintenance activities and service reports

2. Facilities Coordination & Contractor Management

· Coordinate planned preventative maintenance (PPM) and reactive works

· Liaise with contractors, suppliers, and service providers

· Ensure contractors follow site procedures (RAMS, permits, sign-in/out)

· Track contractor performance and escalate issues where required

· Support minor works, projects, and office moves/adds/changes

3. Permit-to-Work (PTW) & Compliance

· Review and approve Permits to Work (PTW), including:

o Hot works

o Electrical isolation

o Working at height

o Confined space entry

· Verify Risk Assessments & Method Statements (RAMS) prior to work

· Ensure compliance with:

o Health & Safety legislation

o Company policies (e.g. COSHH, RAMS, PPE requirements)

· Maintain permit records and audit trail documentation

· Support statutory compliance reporting and documentation control

4. Site Walk Rounds & Inspections

· Conduct daily/weekly walk rounds of building areas including:

o Offices and common areas

o Plantrooms and risers

o Welfare and back-of-house spaces

· Identify and report:

o Maintenance issues

o Safety hazards

o Housekeeping deficiencies

· Ensure corrective actions are logged and followed through

5. Plantroom & Showroom Standards

· Maintain plantrooms in a clean, safe, and audit-ready condition:

o Clear access/egress

o Labelling and signage compliance

o No storage of non-essential items

· Ensure showroom/front-of-house areas meet high presentation standards:

o Cleanliness and organisation

o Prompt resolution of defects

o Support workplace experience and client perception

· Monitor housekeeping standards across all technical and occupied spaces

6. General Administration

· Maintain accurate FM documentation including:

o Asset registers

o Compliance records

o Service reports and certificates

· Process purchase orders, invoices, and supplier documentation

· Maintain contractor records (insurance, compliance documentation)

· Support reporting (monthly reports, KPIs, audits)

· Assist the Property Management Team with budgeting and tracking spend

7. Health, Safety & Compliance

· Promote a strong safety culture across the site

· Ensure all activities comply with statutory regulations and internal procedures

· Support incident reporting and investigation processes

· Participate in audits and compliance inspections

· Ensure workplace meets required environmental and safety standards

Skills, Knowledge and Experience

Essential

• Experience in Facilities Management, Helpdesk, or Building Services role

• Strong administrative and organisational skills

• Experience using CAFM/helpdesk systems

• Knowledge of Permit-to-Work systems and contractor control

• Understanding of building services (HVAC, electrical, plumbing)

• Good knowledge of Health & Safety legislation

• Strong communication and stakeholder management skills

Desirable

• IOSH / NEBOSH or equivalent H&S qualification

• Experience in corporate/commercial or critical environments

• Familiarity with compliance systems and statutory maintenance

• Experience supporting audits or inspections

Key Behaviours

• Proactive and detail-oriented

• Strong problem-solving ability

• Customer-focused with a professional approach

• Able to prioritise and manage multiple tasks

• Team player with the ability to work independently

Permanent - Full Time

 Working hours - 40 hours

Salary - £35,000 - £40,000

 #LI-DNI

Please see our Benefits Booklet for more information.