FM Helpdesk Coordinator

2 weeks ago


Manchester, United Kingdom Johnson Controls Full time

What you will do 

As a Facilities Management Helpdesk Coordinator, you will be the main point of contact for FM enquiries, ensuring a smooth process from start to finish. Your key responsibilities include:

  • Managing and responding to customer enquiries across multiple channels (phone, email, digital).

  • Handling complaints, resolving issues, or escalating where necessary.

  • Collaborating with internal teams to ensure efficient resolution of customer issues.

  • Meeting and exceeding Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards.

  • Supporting day-to-day processes to maintain an efficient helpdesk function.

What we offer

  • Competitive salary

  • Monday to Friday schedule with standard working hours (8am-5pm)

  • Paid holidays and sick pay

  • Comprehensive benefits package including pension, life assurance, employee discounts (high street brands, cycle to work scheme, discounts on security products)

  • Training opportunities including product training, cross-training, and career development pathways

  • Supportive work environment with access to business resource groups

  • Commitment to safety through our Zero Harm policy

How you will do it 

  • Provide clear communication and updates to customers and internal teams.

  • Prioritize tasks based on urgency and impact.

  • Use product and service knowledge to address issues and escalate when necessary.

  • Work collaboratively with various departments to ensure service targets are met.

What we look for 

Required 

  • Experience in a fast-paced environment

  • Exceptional communication skills (across phone, email, and digital platforms)

  • Strong organizational skills with the ability to multitask and prioritize

  • Ability to work under pressure and meet deadlines

Preferred

  • Experience working with large corporate clients or FM companies

  • Account management skills

  • Experience with B2B customers

#LI-MS2

#LI-Hybrid



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