Job Description

Hours: 37.5

Salary: £25,000 to £2,500 Annum

of the role

The Helpdesk & Resource Planner is a key member of the Property Helpdesk Team, responsible for coordinating maintenance requests, planning resources, and supporting facilities management across Choice Care Group Homes. This role ensures that all property-related tasks are managed efficiently, cost-effectively, and in compliance with statutory requirements, while maintaining accurate records and providing regular reporting.

Key Responsibilities

Helpdesk & Maintenance Coordination

• Act as the central point of contact for all property repair and maintenance requests.
• Assess and prioritise incoming requests, determine specific requirements, and coordinate responses using internal Property Team members or approved external contractors.
• Manage the QFM system, ensuring all data, purchase orders, and documentation are accurate, authorised, and processed in a timely manner.
• Provide administrative support to the Property Team, including managing holiday requests, sickness records, and training logs.
• Maintain and update all relevant property-related paperwork and ensure compliance with Health & Safety legislation and company policies.
• Support the Property Team with technical and administrative tasks, acting as the first point of contact for queries and updates.
• Oversee the upkeep of the QFM database and purchase order generator.
• Assist in the development and administration of service and maintenance agreements, including contractor performance monitoring, cost control, and annual reviews.

Resource Planning

• Plan and allocate resources effectively to ensure timely completion of maintenance tasks and statutory inspections.
• Monitor workloads and availability of internal and external teams to optimise scheduling and reduce delays.
• Maintain a forward-looking calendar of inspections, certifications, and planned maintenance (e.g. fixed wire testing, gas safety checks, fire risk assessments).
• Liaise with Homes to ensure minimal disruption to residents while maintaining compliance and safety standards.
• Track and report on resource utilisation, identifying areas for improvement and cost efficiency.

Reporting & Data Management

• Use Microsoft Excel to maintain logs, track performance, and generate reports on maintenance activity, contractor performance, and compliance status.
• Produce regular reports for internal stakeholders, highlighting key metrics, outstanding tasks, and areas requiring attention.

General Duties

• Maintain regular communication with the Property Team and other stakeholders.
• Provide general administrative support to the Maintenance/Property Team.
• Ensure that Choice Homes meet local Environmental Health and other regulatory standards.
• Ensure all checks and services are completed in accordance with company policies, with accurate and up-to-date records.
• Comply with all Choice Care Group standards, policies, and procedures.
• Respect the confidentiality and individuality of the people we support.
• Undertake any other duties as reasonably required.

Personal Attributes & Requirements

A good standard of general education to GCSE level or equivalent (essential).

• Proven experience in resource planning, with the ability to manage workloads, schedules, and contractor coordination effectively.
• Sound understanding of facilities management, including maintenance processes, compliance requirements, and service delivery standards.
• Familiarity with Health & Safety legislation in the context of building maintenance (advantageous).
• Competent in using Microsoft Excel for data entry, tracking, and reporting
• Strong analytical and problem-solving skills, including the ability to diagnose issues remotely via telephone.
• Capable of lateral thinking to identify practical and cost-effective solutions.
• Willingness to travel to Choice Care Group Homes as required.
• Able to work independently with minimal supervision, demonstrating initiative and reliability.
• Excellent communication and interpersonal skills, with a professional and approachable manner.

What are the benefits?*

• Learning Academy - Adult Care Worker Level 2 and Lead Adult Care Worker Level 3 qualifications for all staff
• Holiday entitlement - starting from 28 days inclusive of bank holidays
• Sick pay entitlement
• Employee Assistance Programme - comprehensive health and wellbeing support for staff
• Refer a friend scheme - enjoy a payment of £500 when you recruit a friend to Choice Care
• Choiceversary - staff receive vouchers of £75 after 5 years, £100 after 10 years and £150 after 15 years to celebrate their commitment to Choice Care
• Christmas bonus - vouchers for all staff members
• Life insurance
• Annual staff awards - this year each winner received £400 and we had over 30 winners in total
• Complex in-house training - this includes our Advanced Management Development Programme for managers in the making and our Foundation Management Development Programme for rising stars
• A paid day off on your birthday
• Reclaim prescription costs for Hormone Replacement Therapy (HRT) and access free feminine hygiene products whilst on shift
• Blue Light Card eligibility
• Stream – a financial wellbeing app that enables you to: track your earnings; save with high-street beating interest rates; choose to access your earnings ahead of pay day with flexible pay; receive discounts with hundreds of retailers; learn with financial coaching and education, and much more

*minimum service periods and apprenticeship funding eligibility applicable to some benefits

Where will you work

This role will be based at our head office in Bracknell

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