Maintenance Coordinator

Overview

The Maintenance team sits at the heart of our business, focused on making life simpler and better for our stores. Everything we do is driven by our purpose of supporting stores to operate efficiently, safely, and to the highest possible standard, helping to deliver an exceptional experience for both customers and colleagues.

As a Maintenance Coordinator, you will play a key role in supporting the effective delivery of maintenance services across the Dunelm estate. Acting as a central point of contact for stores, suppliers, and internal stakeholders, you will be responsible for managing maintenance requests, maintaining accurate records, and ensuring information is captured, updated, and communicated in a timely and professional manner. Through strong organisation, attention to detail, and excellent stakeholder management, you will help ensure maintenance issues are resolved efficiently, enabling our stores to remain operational, compliant, and customer-focused.

What you'll be doing

• Acting as the first point of contact for stores reporting maintenance issues, ensuring all enquiries are handled professionally and efficiently.
• Responding promptly to calls, emails, and incoming correspondence from stores and stakeholders.
• Raising and managing maintenance requests through ServiceNow, ensuring all records are accurate and up to date.
• Placing orders for maintenance-related equipment and maintaining accurate records of purchased kit.
• Liaising with contractors regarding repairs, follow-up actions, quotations, and completion of works.
• Confirming maintenance jobs have been completed and updating systems accordingly.
• Issuing and gathering feedback between stores and contractors to support service improvement.
• Chasing stores, contractors, and suppliers for outstanding updates, responses, and required information.
• Monitoring Building Management System (BMS) alerts and ensuring lighting and temperature sensors remain online and operational.
• Supporting Planned Preventative Maintenance (PPM) activities and ensuring scheduled maintenance requirements are effectively coordinated.
• Maintaining accurate maintenance data and ensuring information is stored and presented in a professional and accessible manner.
• Providing initial support and guidance to Maintenance Administrators and wider team members within your area of knowledge and capability.
• Building strong working relationships with stores, contractors, and internal stakeholders to ensure a high standard of service is delivered at all times.
• Maintaining professional call handling standards, demonstrating excellent customer service and communication skills in every interaction.

What we'll look for in you

• At least 2 years’ experience in an administrative, coordination, or customer service role.
• Ability to work at pace and manage multiple priorities in a busy environment.
• Strong communication skills, with the confidence to liaise with stores, contractors, and internal stakeholders.
• Good PC literacy, including Microsoft Word, Excel, Outlook, and business systems.
• Excellent organisational skills and attention to detail, with a focus on maintaining accurate records.
• A proactive approach, continually seeking opportunities to improve processes and ways of working.
• Confidence to take ownership of tasks, while remaining open to feedback and learning.
• Some knowledge of maintenance, construction, or facilities management, with a general understanding of equipment and maintenance requirements within a retail store environment.