Business Unit
Workplace, Arts & Culture
Stoke on Trent
Closing date
Contract type
Full time
Employment type

Overall Purpose of Job

Work as part of a team to provide high quality day to day support to enable the effective operation of our customer service desk.

Main Duties, Responsibilities & Accountabilities

  • Answer all incoming calls.
  • To process and update requests from our client base, internal personnel and suppliers via telephone, fax, e-mail or web.
  • Accurately process reactive, planned and statutory compliance tasks.
  • To action reactive requests from our client base and log all requests on our in-house computer system.
  • To liaise with site based engineers and field based facility managers to action requests as necessary.
  • To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.
  • To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
  • To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors.
  • To ensure that timeframes are adhered to in relation to service level agreements.
  • To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.
  • To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to.
  • To carry out administrative tasks involved in setting up new supplier/contractor accounts
  • To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times.
  • Provide administrative support to the Field Based team of Mobile Facility Managers.
  • General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information.
  • Carry out any other duties as requested.

Desired Knowledge, Skills and Experience

Technical Skills:

  • Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential
  • Previous experience of using a CAFM system is desirable

Core Skills:

It is essential for the right candidate to:

  • Have excellent verbal and written communication skills
  • Be organised and able to multi-task
  • Be able to use time as a valuable resource and manage own time to achieve required outcomes
  • Be able to work under pressure


  • A minimum of one year experience working in a help desk environment is desirable.
  • Working experience in a customer focused setting is essential.

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all our employees to thrive, be successful and feel a sense of belonging.  Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally.  This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers.

If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.