Help Desk Coordinator

Company Overview

The Optimised Group of companies deliver quantifiable business outcomes to our clients through a comprehensive suite of energy/property services and technologies while driving a net-zero carbon agenda. With a combined team of highly trained analysts, engineers and technologists, the Group operates from four office locations in Blackpool, Bristol, Ashby, Sittingbourne, and Dumfries, providing national coverage.

Job Overview

The Optimised Group is looking for a Help Desk Coordinator to join our full service, energy solutions business. They will be responsible for providing a single point of contact to both internal and external customers. The role requires a high level of customer service and the ability to communicate, work on their own initiative and perform consistently & efficiently. Communication will be via Telephone, email & proactive alerts. Working to achieve optimum customer satisfaction at all times.


Optimised Buildings

Employment Type:

Full-time & Permanent


Ashby de la Zouch


Up to £25k

Reporting To:

Bureau Manager

Principle Accountabilities

  • Providing a single point of contact to both internal and external customers

  • Maintaining a high level of customer service at all times

  • Taking ownership of tickets and managing them correctly through to closure

  • Proactively identifying fault/failure trends and reporting accordingly

  • Prioritising energy projects and rollout programmes through estate wide analysis

  • Providing understanding of existing clients’ estate through normalised benchmarking

  • Prioritising the remote management of clients’ estates through exception reporting

  • Developing new reporting techniques and data analytics tools to provide insight into energy & HVAC fault reduction opportunities.

  • Assisting in identifying Energy & HVAC fault reduction on customer sites.

Person Specification

  • Must have excellent customer service skills

  • Must have willingness to be flexible and get involved in all areas of the business

  • Must have excellent interpersonal skills, willingness to work effectively as a member of the team and interact with other departments

  • Must be self-motivated, have a high level of self-discipline and an eagerness to learn

  • Must be able to take ownership of issues and work to tight timescales

  • Must have excellent communication skills both verbally and written

  • Must have good knowledge of Microsoft Office

  • Must have good analytical skills and attention to detail

Experience & Qualifications


  • Must have experience managing customer relationships, with excellent customer service skills

  • Must have experience in ticket management from a service background

  • Must have a background of working with CAFM systems

  • Must have a background of working with software systems, ideally in aM&T and CAFM systems

  • A technical understanding of buildings services (HVAC, Lighting, Refrigeration) would be preferred


  • Degree level in Engineering, Sciences or Mathematics would be preferred

Skills & Competencies

Customer Intimate

Willing to create deep and long-lasting client partnerships built on mutual benefit.


Do the right thing

Will uphold the highest standards of integrity even in the face of adversity.

Own the outcome

Will maintain quality standards, with the aim of improving service levels and customer value.


Willing to be part of an organisation big enough to be accountable and small enough to care. 


Willing to embrace change and constantly seek improvement.

Continuous improvement

Constantly aim to reduce clients’ impact on the environment, as we strive towards greater well-being and a better world.

What we offer you

  • Competitive salary

  • Company pension scheme

  • Private medical insurance

  • 25 days annual leave increasing to 28 with length of service

  • Option to buy or sell up to 3 days’ holiday per year

  • Opportunity for progression, including a designated training budget

  • Friendly, flexible, and dynamic team working environment

  • Opportunities to work with people at all levels of the organisation

Our office locations

Please apply by attaching a copy of your current CV and a covering letter detailing why you feel you would be suitable for this role.

We are passionate about creating an inclusive workplace that promotes and values diversity.


Companies that are diverse in age, gender identity, race, sexual orientation, physical or mental ability, ethnicity, and perspective are proven to be better companies.


More importantly, creating an environment where everyone, from any background, can do their best work is the right thing to do.

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© 2021 Optimised Group Ltd

109-112 Lancaster House, Amy Johnson Way, Blackpool, FY4 2RP, England, UK

01253 209000