Critical Incidents Co-Ordinator

​Critical Incidents Co-Ordinator

Location: Solihull, B37 7YN

Contract Type: Full Time, Fixed Term Contract (6 Months)

Our client, a leading provider of facilities services in the UK, are seeking a highly organised and customer-focused Incident Coordinator to join our team, acting as the first point of contact for client requests and ensuring all calls are logged, processed, and translated accurately into engineering or FM solutions.

This role plays a key part in maintaining service excellence, supporting the delivery team, and ensuring contractual processes are met.

Job Description

You will handle incoming Incidents, monitor shared mailboxes, allocate job requests to engineers or subcontractors, and keep all associated systems updated, driving incidents to conclusion.

Building effective working relationships with both the client, sub contractors, key account management and internal service teams is essential, along with ensuring clear communication and timely escalation where necessary.

Key Responsibilities

• Receive, log and process client requests and helpdesk requests in line with contractual requirements.
• Accurately translate client issues into FM/engineering actions and allocate to the appropriate resource.
• Monitor shared mailboxes and respond to requests within agreed timeframes.
• Manage work orders via CAFM systems (e.g. Maximo).
• Liaise with subcontractors to schedule attendance.
• Maintain accurate records and documentation.
  Provide administrative support to the wider service delivery team.
• Escalate issues or delays to management as needed.
  Deliver a professional and articulate Sub dispatch service at all times.

Professional and Personal Competencies/Qualifications

• Previous experience in a customer service, helpdesk or administrative role.
• Confident call handling skills with a calm and professional approach.
• Strong IT literacy, particularly Microsoft Excel and Word.
• Excellent communication and relationship-building skills.
• High attention to detail with strong planning and organising ability.
• A team player with a flexible and solutions-focused attitude.
• Comfortable working in a fast-paced service-led environment.