Helpdesk / Operations Coordinator

Department: Operations
Reports To: Operations Manager
Location: Office-Based (with regular coordination across mobile teams & supervisors)

Role Overview

The Helpdesk / Operations Coordinator plays a central role in supporting the operational delivery of mobile cleaning services. This role ensures that contracted and ad hoc jobs are completed, tracked, invoiced, and communicated effectively across teams and clients. The coordinator maintains high operational standards through strong administration, clear communication, and proactive problem-solving.

Key Responsibilities

1. Job Management & Workbills

• Set up and manage contracted/ad hoc workbills and ad hoc job cards.
• Monitor completion of all jobs carried out by internal teams and subcontractors.
• Ensure all completed work is correctly invoiced.
• Follow up on incomplete or pending jobs and ensure next-day completion where required.
• Escalate team-related job issues to supervisors (e.g., Jorge) when appropriate.
• Produce quotes where job cards have been created.

2. Scheduling & Operational Coordination

• Monitor and support scheduling of the mobile team.
• Communicate gaps in team availability to the operations team to support upselling of ad hoc work.
• Manage scheduling adjustments due to weather or operational disruptions.
• Continue internal-only tasks where possible.
• Reschedule external work appropriately for following days.
• Ensure deep clean schedules are correctly allocated (maximum two per day).
• Maintain understanding of site specifications, access restrictions, and opening hours for early or urgent job requests.

3. Communication & Helpdesk Support

• Act as a key contact point on WhatsApp for client and staff enquiries.
• Support visibility issues for staff shifts or system access queries.
• Manage automated out-of-hours communication, ensuring emergency contacts are correctly directed.
• Provide clear, timely communication between clients, management, mobile teams, and supervisors.

4. Vehicle & Equipment Administration

• Monitor monthly vehicle checks for mobile teams.
• Track and coordinate MOTs, services, and compliance requirements.
• Oversee alerts related to:
• Harsh braking
• Mobile phone use while driving
• Dangerous driving indicators
• Manage equipment checklists and follow up on any missing or incomplete inspections.
• Handle all vehicle-related administrative documentation, including fines and reports.

5. Pass & Access Control

• Manage employee and visitor passes for:
• Heathrow (visitor, permanent, employment)
• Harrods
• Aurora (Selfridges)
• Maintain accurate pass records and system updates.

6. Reporting & General Administration

• Produce and assist with operational reporting including:
• Waste management
• Pest control
• Maintain accurate documentation and support general office administration.
• Use CMS platforms such as Joblogic or similar systems for reporting, tracking, and analysis.
• Perform analytical tasks as required with a strong command of Excel.
• Responsibilities Managed by regional Manager/ Head of operation.
• Holiday monitoring for the mobile team
• Final rota checks and scheduling decisions for mobile teams

Essential Skills & Experience

• Strong administrative and organisational skills
• Fluent in English (written and verbal)
• Excellent communication skills and a positive, professional approach
• Experience using Joblogic or similar CMS platforms
• Advanced proficiency in Excel
• Ability to prioritise tasks and manage time effectively
• Strong attention to detail and analytical mindset
• Team player with the ability to work collaboratively across departments
• Bachelor degree or higher
• Desirable Skills & Experience
• Background in cleaning, facilities management, or similar operational environments
• Previous experience in a helpdesk, scheduler, or coordination role
• Familiarity with mobile workforce structures

Personal Attributes

• Proactive and solutions-driven
• Calm under pressure and adaptable
• Highly organised and admin-savvy
• Approachable, professional, and reliable

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