Key Account Helpdesk Coordinator

Hull based- 12 Main Street, Hull, HU2 0LF

The Role – Key Account Helpdesk Coordinator

We’re looking for a highly organised and proactive Helpdesk Coordinator to join our Key Account Helpdesk team, this is a vital role at the centre of our service delivery operations.

This position involves managing a busy, high-demand customer inbox and providing phone support as part of a collaborative and fast-moving team. You’ll be responsible for triaging and tracking all incoming service requests, ensuring every query is logged, actioned, and followed through with care and accuracy. Your work will ensure that our customers feel supported at every stage.

As the central point of coordination, you’ll take ownership of progressing jobs through multiple workflows, chasing updates from regional teams, and keeping clients fully informed. Your ability to stay on top of details and drive progress will help keep the helpdesk running smoothly and efficiently.
This is a business-critical role within our Key Account function, where the pace is high, the demands are real, and your contribution will have a direct impact.

Experience in the industrial door sector is a strong advantage. We also welcome candidates from other technical service delivery or engineering coordination backgrounds such as facilities management, fire & security, M&E, or maintenance services where handling field-based job coordination is second nature.

 

Key Responsibilities

• Main Day to Day Coordinator on our HubSpot-based CRM ticketing system which is the basis of our Helpdesk – ensuring all incoming customer emails are categorised, actioned and progressed in a timely and structured way.

• Act as the gatekeeper for all client and internal communications – flagging priorities, assigning ownership, and ensuring nothing is missed.

• Coordinate and chase callouts across regional delivery teams – ensuring engineers are dispatched promptly and updates are communicated clearly back to clients or updates provided on their systems.

• Manage quote approval workflows, liaising with internal regional teams to issue, chase, and track and book in work through to onsite completion.

• Monitor open tickets to ensure everything is being actively progressed, escalating where necessary to ensure timelines are protected.

• Maintain exceptional CRM hygiene, ensuring all records, notes, job updates are accurate and up to date across HubSpot and other systems.

• Serve as the central communication link between Clients, Engineers, Key Account Managers, and Operations Teams – ensuring joined-up service and fast responses.

• Take a proactive approach to solving problems before they escalate, using sound judgement and great internal relationships to get results quickly.

 

About You

• Proven experience in a helpdesk or coordination role within a fast-paced service environment.

• Background in the industrial door industry is advantageous, but applications from related sectors (e.g. facilities, security systems, HVAC, or engineering services) are very welcome.

• Highly experienced with CRM and ticketing systems and confident managing high volumes of live tickets and service requests.

• Exceptionally organised, with a structured and methodical approach to managing competing priorities.

• Resilient and tenacious when chasing updates, with a professional but persistent communication style.

• Calm under pressure – able to juggle multiple customer demands while staying focused on outcomes.

• Comfortable working across various systems (e.g. HubSpot, SAP, BigChange) and switching between tools to get the job done.

• A natural communicator who can build great relationships with internal regional teams and keep everyone aligned to deadlines and expectations.

• Strong sense of ownership – you take responsibility for your work and can be trusted to follow through consistently and independently.

 

Why Join Us?

This role is ideal for someone who thrives on being in control of a fast-moving environment and wants to make a real difference in service delivery. You’ll be right at the centre of operations for our strategic customers, using smart systems and great communication to keep the wheels turning and our clients happy.

We also offer great benefits including:

• Annual holidays of 22 days (holidays increase for first 5 years up to 27 days)
• Paid 8 days Bank Holiday leave
• Everyone gets time off for Christmas/New Year
• Paid extra day off for your birthday every year
• Early finish on Fridays
• Cashback for every day health appointments from Westfield Health
• Discount scheme for groceries and everyday purchases from Reward Gateway
• Employee Assistance Programme with 24 hour advice line
• Online 24/7 access to a GP
• Wellbeing paid time off - sick leave & bereavement leave
• Workplace pension with Employer contributions
• Online training courses through our Training Portal
• Refer a friend scheme - £500 for each successful referral

Ready for the challenge and want to be part of company who pride themselves on being a key solution provider? Apply below today!