Responsive Maintenance Coordinator (3677)

About the Role

Greater Thameslink Railway (GTR) is seeking a Responsive Maintenance Coordinator to join its Facilities Helpdesk team. This role is crucial for delivering high-quality facilities management services across GTR, ensuring that maintenance issues are logged, tracked, and resolved efficiently. You will provide excellent support to colleagues and stakeholders, contributing to the maintenance of safe, operational, and welcoming environments.

GTR is the UK's largest rail operator, connecting millions of people through Southern, Thameslink, Great Northern, and Gatwick Express services. Our purpose is to deliver safe, reliable, and customer-focused journeys while making a positive impact on the communities we serve.

What You'll Do

As a Responsive Maintenance Coordinator, you will be responsible for triaging incoming responsive faults, monitoring their progress, and ensuring they are assigned to contractors for resolution within agreed service level criteria.

Key Responsibilities include:

• Receive, log, and prioritise maintenance faults through our CAFM system and other reporting channels, assigning work to appropriate contractors.
• Monitor the progress of reported issues and provide regular updates to customers and stakeholders.
• Ensure maintenance issues are resolved effectively and that any changes to the asset register are accurately recorded.
• Work closely with Facilities Managers and Service Delivery Managers to resolve complex issues and escalate risks where required.
• Identify recurring maintenance issues and support continuous improvement by sharing insights and best practice across the team.

What You'll Bring

• Level 3 qualification (or equivalent), including English and Maths.
• Experience working in a customer service environment, ideally within property, maintenance, or facilities management.
• Strong communication and stakeholder management skills, with the ability to build positive working relationships.
• Excellent organisational skills, with the ability to prioritise workloads and manage multiple tasks simultaneously.
• Good IT skills and the ability to quickly learn and use new systems and software packages.

Desirable Experience:

• Experience using a Computer Aided Facilities Management (CAFM) system.
• Previous experience coordinating contractors or service providers.
• Knowledge of facilities management or property maintenance processes.
• Experience monitoring service levels and driving performance improvements.
• Experience working in a regulated or operationally focused environment.

What We Can Offer You

GTR is committed to supporting colleagues both professionally and personally. Benefits include:

• Final salary pension
• 25 days holiday plus bank holidays
• Healthcare
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies
• Access to StarHub – our employee benefits platform
• Career development and progression opportunities
• The opportunity to make a real difference to millions of customer journeys every year.

We aim to keep candidates informed and complete hiring decisions in a timely manner. Due to the high volume of applications, individual feedback at the application stage cannot be provided.

How to Apply

Please complete the application form and submit your CV. We reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.