Royal BAM Group

Support Services Administrator

Royal BAM Group

full-time

Posted on:

Location Type: Office

Location: Bristol • United Kingdom

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About the role

  • Act as the first-line contact for customers via phone, email, and service management systems.
  • Provide excellent customer service, ensuring all interactions are handled professionally and courteously.
  • Keep customers informed regarding the status of their queries or requests.
  • Log all helpdesk queries accurately into the system with required details (priority, category, location, etc.).
  • Triage and assign tasks to the relevant teams, contractors, or engineers.
  • Monitor open tickets to ensure timely resolution within SLAs.
  • Escalate issues appropriately when required.
  • Support planning and scheduling of reactive tasks.
  • Update records, documentation, and asset information as needed.
  • Liaise with internal teams, suppliers, and subcontractors to coordinate works.
  • Assist in producing reports, KPI data, and performance updates.
  • Ensure all service delivery processes follow company procedures and health & safety standards.
  • Maintain accurate and up-to-date system information.
  • Contribute to continuous improvement of helpdesk and operational processes.

Requirements

  • Strong communication skills (written and verbal).
  • Excellent customer service ability.
  • Able to manage multiple tasks in a fast-paced environment.
  • Good IT skills, including experience with helpdesk or CAFM systems.
  • Strong attention to detail and accuracy.
  • Ability to work effectively as part of a team.
  • Experience within facilities management, property services, or a similar helpdesk environment (Desirable).
  • Knowledge of FM systems such as CAFM platforms (Desirable).
  • Understanding of basic maintenance terminology (Desirable).
Benefits
  • Competitive salary
  • A wide range of family-friendly policies
  • Matched pension contributions
  • 26 days holiday
  • 2 wellbeing days
  • 1 volunteering day
  • Personal and professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
helpdesk systemsCAFM systemsticket loggingtask triagereport productionKPI data analysisservice delivery processesdocumentation managementasset information managementmaintenance terminology
Soft Skills
communication skillscustomer servicemultitaskingattention to detailteamworkprofessionalismcourtesyproblem escalationtime managementcontinuous improvement