Company Overview Ocasa is not your typical property management company - we're redefining how residential properties are managed in the UK. Established to oversee a private investment fund's residential portfolio, we focus on delivering exceptional experiences to residents living in our high-quality, yet affordable homes. As a forward-thinking company, we’re continuously innovating, streamlining processes and embracing smarter ways of working. We actively encourage our team members to bring new ideas to the table, and we take suggestions seriously. Now is the perfect time to join us on our exciting journey of transformation and become part of a company that thinks differently, values your perspective, and welcomes your contribution. At Ocasa, your ideas will help shape our future. Role Overview As a Facilities Helpdesk Coordinator, you will report to the Facilities Helpdesk Team Leader and work directly with our Operations team to keep our maintenance helpdesk running smoothly and efficiently. Within this function, you’ll play a key role in delivering prompt and reliable support, helping to create a positive experience for our tenants. Key Responsibilities Act as the first point of contact for all resident maintenance queries via phone, email, and the resident portals, managing helpdesk traffic to ensure timely responses Facilitate the end-to-end process of all maintenance queries, from ticket received to job completion and close on the company’s CAFM platform, in line with company service level agreements Using our maintenance supplier list, identify and assign appropriate contractors and external vendors to maintenance jobs, while continuously monitoring their performance and quality of service Maintain administration systems to record maintenance operations including contractors used, additional works, performance monitoring and complaints log Build strong working relationships with external maintenance vendors and contractors Ensure invoices are processed efficiently in accordance with workflows Ensure maintenance system workflows are updated, accurately reflecting progress and completion of works Drive customer service excellence through your communication with our residents, keeping tenants up to date with maintenance progress and ensuring they always receive a positive experience Ensure all health and safety and compliance documentation is updated following works Support the Facilities Helpdesk Team Leader with collating Helpdesk reports and provide general administrative support to the Facilities Management team Contribute to company-wide projects and suggest ideas to improve our ways of working Experience and Qualifications Previous administration and customer service experience, ideally coordinating company processes from end to end Excellent IT skills, confident using in-house systems and data entry Exceptional customer service and communication skills (written and verbal) and a genuine desire to deliver a great resident experience Knowledge of the resident lifecycle and recurring queries and issues that may arise is desirable Ability to effectively manage time and workload, successfully multi - task and meet deadlines A confident self-starter, ability to work alone and within a team Company Benefits Enhanced Pension 25 days annual leave, plus UK bank holidays Your birthday off Time off to move home Life assurance Group Income Protection Private healthcare via Bupa (taxable benefit) Commitment to your learning and development Employee wellness resources and events Employee Assistance Programme Regular team building events Our Values We have built a business to be proud of and our values are key to our ongoing growth. As well as showcasing your relevant skills and experience, we would like candidates who are interested in joining us to demonstrate how they incorporate our values in their ways of working. Considered We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others. Principled We believe in doing the right thing, and we hold our principles closely in everything that we do. Empathetic Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy. Knowledgeable We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do. Additional Information The successful candidate must, by the start of the employment, have permission to work in the UK. We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK, employment referencing, DBS check, and depending on the role, further checks may need to be conducted. We know that to be truly innovative, we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer. We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you: recruitmentocasahomes.co.uk