Client Support Advisor

Overview

In this role you will be the first contact for clients and service partners, shaping a smooth FM service experience. You will handle maintenance requests, coordinate engineers, and monitor progress to meet SLAs and KPIs. Working closely with clients and operations, you’ll support issue resolution and maintain accurate records. This is a fast-paced, customer‑focused position where you help sustain reliable service delivery and strong relationships. You will contribute to a professional, responsive support culture that underpins our facilities management operations.

Responsibilities

• Serve as primary contact for clients, customers, suppliers, and engineers
• Log, manage, and update reactive and planned maintenance requests via 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 and document all customer interactions
• Liaise with operational teams, subcontractors, and clients to proactively resolve issues
• Escalate critical or high-priority issues as needed
• Support the wider FM team with administrative and customer service tasks
• Provide a professional, responsive, and customer-centric service at all times

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 with ability to manage multiple priorities
• Strong written and verbal communication skills
• Attention to detail and accuracy
• Confidence working in a fast-paced environment
• Proactive approach to problem-solving and service delivery

• customer-focused
• relationship-building
• strong communicator
• proactive problem-solving
• CAFM systems
• maintenance management platforms

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