Client Support Operator

The Vacancy

🖥️ Client Support Operator

📍 Location: University of Leeds
🏢 Employer: Wates Property Services (WPS)
📅 Contract: Full-time, Permanent
💼 Sector: Facilities Management / Helpdesk / Customer Support

Wates Property Services is seeking a proactive and customer-focused Client Support Operator to join our on-site team at the University of Leeds. This is a key role in ensuring the smooth operation of our facilities management services, acting as the first point of contact for client queries and service requests.

🌟 Key Responsibilities:

• Handle incoming service requests via phone, email, and CAFM systems.
• Log, prioritise, and dispatch reactive and planned maintenance tasks.
• Liaise with engineers, subcontractors, and site teams to ensure timely resolution of issues.
• Maintain accurate records and ensure compliance with service level agreements (SLAs).
• Provide excellent customer service to university stakeholders and building users.
• Support reporting and performance tracking for contract KPIs.

👤 What We’re Looking For:

Essential:

• Experience in a helpdesk or customer service role, ideally within FM or property services.
• Strong communication and organisational skills.
• Ability to work under pressure and manage multiple tasks.
• Proficiency in Microsoft Office and CAFM systems (e.g., Concept, Planon).

Desirable:

• Knowledge of facilities management operations.
• Experience working in a university or large public sector environment.

💬 Why Join Us?

• Be part of a collaborative team delivering high-quality services to a prestigious client.
• Opportunity to grow within a leading FM provider.
• Competitive salary and benefits package.
• Supportive work environment with training and development opportunities.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.