Client Support Advisor

Overview

In this role you act as the first point of contact to clients and customers, supporting a busy facilities management operation. You will log and coordinate maintenance requests, manage engineers against SLAs, and ensure accurate, customer-focused service delivery. You’ll work closely with clients and operations to resolve issues and maintain strong relationships. This is an opportunity to contribute to a fast-paced FM team, shaping reliable service experiences and operational efficiency.

Responsibilities

• Act as the primary contact for clients, customers, suppliers, and engineers
• Log, manage, and update maintenance requests in the CAFM/helpdesk system
• Coordinate and schedule engineering resources to meet SLAs and KPI targets
• Monitor work orders from start to finish
• Maintain accurate records of customer interactions
• Liaise with operational teams, subcontractors, and clients to resolve issues
• Escalate critical/high-priority issues when needed
• Support the wider FM team with administrative and customer service activities
• Deliver a professional, responsive, customer-centric service

Key requirements

• Experience in Facilities Management Helpdesk, Service Desk, or Client Support
• Strong customer service and relationship-building skills
• Experience using CAFM systems or maintenance management platforms
• Excellent organisational skills and ability to manage multiple priorities
• Strong written and verbal communication
• Attention to detail and accuracy
• Confidence working in a fast-paced environment
• Proactive problem-solving and service delivery

• customer-focused
• relationship-building
• strong communication
• CAFM systems
• maintenance management platforms
• service desk tools

…