Helpdesk & Admin Coordinator

Job Title: Helpdesk & Admin Coordinator

Reports To: [Operations Manager/Supervisor/Team Leader]

Location: [Aquevo - operations office , New Barn Redhill Maidstone ME18 5NN]

Job Type: [Full-Time/Contract]

Role Overview

The Helpdesk Coordinator will play a pivotal role, joining the current helpdesk team in ensuring the smooth and efficient operation of the engineering team. This individual will be responsible for managing engineers’ daily schedules, tracking their progress to ensure timely arrival at jobs, and verifying the satisfactory completion of tasks.

Additionally, they will oversee the proper handling and uploading of job details on client portals, communicate updates to clients, and address any additional administrative or operational tasks as needed.

Key Responsibilities include and are not limited to;

• Helpdesk Support (as cover):
• Step in to manage the helpdesk when core staff are on lunch, lines are all red, annual leave, or away.
• Rebook jobs or approve them for invoicing.
• Update the system once parts are received.
• Invoicing & Quotes:
• Raise invoices in line with completed works.
• Chase outstanding quotes and liaise with clients as needed.
• Parts Ordering & Tracking:
• Order materials using approved suppliers.
• Maintain a clear log of parts ordered and delivery statuses.
• Ensure helpdesk is updated when parts arrive so jobs can progress.
• System Management:
• Use BigChange to manage scheduling, job progress, and diaries.
• Ensure data is accurately entered and up to date at all times.
• Out-of-Hours Support:
• One evening shift per week (5–9pm or 5–11pm) to assist with customer support or job scheduling.
• Admin & Reporting:
• Liaise with remote accounts teams and escalate queries as needed.
• Support the management team with ad hoc reports and updates.
• General office administration, including housekeeping duties and process monitoring.

What We’re Looking For

Experience in an admin, coordination, or helpdesk support role

Proficient in using BigChange or similar job management platforms

Highly organised with excellent attention to detail

Clear communicator with clients, suppliers, and engineers

Comfortable working independently and juggling varied tasks

Flexible and reliable, with a hands-on team approach

Key Performance Indicators (KPIs):

• Timely scheduling and updates for all engineers.
• Accurate and prompt job completion on client portals.
• Positive feedback from clients regarding communication and job updates.
• Minimal scheduling conflicts or delays in engineer workflows.

This role offers an exciting opportunity to contribute to a dynamic team and ensure operational excellence. If you’re an organized, proactive, and communicative professional, we look forward to your application.

Job Types: Full-time, Permanent

Pay: £25,500.00-£30,000.00 per year

Additional pay:

• Bonus scheme
• Commission pay
• Performance bonus
• Tips

Benefits:

• Company pension

Schedule:

• Day shift
• Monday to Friday
• Overtime

Education:

• A-Level or equivalent (preferred)

Experience:

• Microsoft Office: 1 year (preferred)
• Office: 2 years (required)

Location:

• Maidstone ME18 5NN (preferred)

Work Location: In person

Reference ID: Helpdesk - Admin