Helpdesk Coordinator - Co-op Live

We are expanding our facilities team and looking for a Helpdesk Coordinator to join the team. This role is intergal for all our facilities related requests and you will be a central point of contact on all queries.
This is a great opportunity to make a difference, setting up from scratch, developing and managing a ticketing system for logging repair work, assigning work to maintenance technicians and sub contractors, tracking service requests, prioritising planned work and reactive requests and closing down tickets once work as been completed.
If you have experience in coordinating requests and queries, delivering exceptional customer service and able to problem solve and drive results - we would love to hear from you!
Responsibilities:

• Roll your sleeves up and get stuck into all things maintenance service desk related; every day will be different


• Work with the facilities team to set up, develop and maintain a ticketing system or work order system to log and track all facility service requests


• Assign tasks to appropriate maintenance staff or external vendors and monitor progress for a speedy resolution


• Coordinate scheduled and unscheduled maintenance activities, including repairs, inspections, and preventive maintenance tasks.


• Schedule service appointments with vendors and contractors and follow up to ensure completion of work orders


• Maintain an inventory of facility supplies, equipment, and spare parts. Replenish supplies as needed and track usage to ensure adequate stock levels are maintained


• Manage relationships and liaise between facility management, maintenance staff, event coordinators, and other departments to keep stakeholders informed of maintenance issues, service requests, and facility updates


• Document all help desk interactions, service requests, and maintenance activities in a centralised database or management system


• Generate reports on help desk metrics, including response times, resolution rates, and customer satisfaction feedback


• Identify opportunities to improve help desk processes, streamline workflows, and enhance service delivery to address recurring issues and improve overall efficiency


• Manage the facilities inbox and responding to queries, Our venue is for the fans, the artists, everyone! Attracting a diverse workforce which reflects our local community is what will make our venue the best music venue in the UK!

We understand that to continue positively disrupting the sports and live entertainment industry, we need a diverse team to help us do it. We also believe that inclusivity drives innovation, strengthens our people, improves our service, and raises our excellence.
If you do require any additional support or reasonable adjustments to support your application, please let us know and we will work with you to ensure you have everything you need.
We will consider applications from all candidates who are able to demonstrate the required skills necessary to fulfil the role.
Employee Screening and Eligibility to Work:
We recognise the importance of safeguarding, you will be required to undertake a Disclosure and Barring Service (DBS) Check, details of which will be shared with you at offer stage.
If successful in your application, you will be required to provide eligibility to work evidence in line with the 'Eligibility to Work in the UK' requirements.


• Proven admin experience ideally within facilities management or scheduling of works


• Excellent organisational and multitasking abilities to make informed decisions


• Effective communication skills and excellent customer service delivery


• Proficiency in Microsoft Office Suite and able to learn how to use other systems such as 24/7


• Team coordination and delegating service requests


• A positive can-do approach to health and safety


• A brilliant team member who puts people first


• Experience of taking control of situations when required and decision making


• A passion to deliver the best fan experience at our incredible new venue


• An infectious can-do approach and flexibility


• Thrive when it's buzzing and show resilience in getting things done


• The ability to work well under pressure and as a member of a team


Desirable

• Knowledge of H&S, HAACP systems
  
  Oak View Group United Kingdom | Co-op Live | Rhubarb Hospitality


Manchester, England

Oak View Group:
Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the most influential, highest attended arenas, convention centers, music festivals, performing arts centers, and cultural institutions on the planet.
More information at OakViewGroup.com, and follow OVG on Facebook, Instagram, Twitter, and LinkedIn.
About the Venue:
We're on a mission to create the best live music experience in the UK.

Co-op Live will offer a warm Manchester welcome to over 23,000 fans and amazing artists. With innovative smart 'bowl' design, cutting edge visual and acoustic technology, plus 32 amazing bars and restaurants and 12 premium lounges and clubs, we're creating a unique space for the people of Manchester and beyond. World class, planet friendly and all in the heart of our local vibrant community.

What Co-op Live will give to you
Alongside the benefit of working with an awesome team of talented people, we want to help you get the best out of your work and have a work life balance.

• Provide you with development opportunities


• Key objectives for you to succeed in your role


• Your general wellbeing is at the forefront of our minds, we understand the importance of balancing work and personal commitments


Salary: £26,000 - £30,000 plus benefits

• 25 days holiday plus bank holidays


• Employer pension scheme


• Private Health Care scheme - Vitality


• Life Assurance 4 x basic salary


• Eyecare vouchers


• WeCare Employee Assistance Programme to support you and your family 24hrs, 7 days per week when you need the service


• Company sick pay scheme


• Enhanced family friendly benefits


• Team social events