Facilities Response Administrator

Facilities Response Administrator

Location: Stoke, ST1 5PZ
Hours: 4 on / 4 off | 12-hour rotating day & night shifts | 07:00 - 19:00 / 19:00 - 07:00
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Facilities Response Administrator to support the monitoring and management of client alarm systems across a critical technical estate.

Job Overview

This role is responsible for monitoring alarm systems, managing reactive work orders, and coordinating responses to service-affecting issues across a critical operational environment. The successful candidate will play a key role in ensuring service levels are achieved and operational risks are minimised through effective communication and coordination.

Working within a fast-paced environment, the Facilities Response Administrator will maintain accurate records within the CAFM system, liaise with engineers and stakeholders, and provide essential administrative support for reporting and operational analysis. A proactive and customer-focused approach is essential to support service delivery and operational performance.

Key Responsibilities

• Monitor and track client alarm systems, including SCADA, BMS and Biosense platforms.
• Manage reactive work orders in line with agreed SLAs and priority response times.
• Coordinate responses to alarms and service-affecting faults, escalating issues where required.
• Update the CAFM system with accurate job statuses, comments and progress updates.
• Ensure clients are kept informed of job progress and any delays impacting resolution.
• Provide administrative support for reporting, surveys and ad-hoc requests.
• Support alarm management processes and provide accurate operational information for analysis and client reporting.
• Quality check completed jobs and liaise with site-based colleagues to ensure work is closed to the required standard.

Person Specification

• Strong verbal and written communication skills.
• Excellent customer service and stakeholder management abilities.
• Strong analytical skills with a results-oriented approach.
• Ability to prioritise workload and manage multiple tasks under pressure.
• Proactive, flexible and self-motivated attitude.
• Ability to learn new systems quickly and adapt to changing priorities.
• Strong attention to detail and administrative skills.
• Experience using Maximo is preferred but not essential.