FM Helpdesk Coordinator

Johnson Controls; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology and services firm in Manchester is seeking a Facilities Management Helpdesk Coordinator to manage FM enquiries and ensure customer satisfaction. The role requires strong communication skills, time management, and experience in B2B customer service. You'll collaborate with teams to resolve issues while meeting KPIs. The position offers a competitive salary, generous leave, and hybrid working options after 6 months.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Comprehensive Benefits

Exclusive Discounts

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• Experience in fast-paced environments required.
• Familiarity with FM operations and large corporate clients is desirable.

Responsibilities

• Manage and respond to FM enquiries across phone, email, and digital channels.
• Resolve complaints and feedback at first contact or elevate appropriately.
• Collaborate with internal teams to troubleshoot service issues.
• Monitor and meet KPIs, SLAs, and quality standards.
• Support daily routines and contribute to continuous service improvement.

Skills

Clear and confident communication skills

Strong time management

Multitasking abilities

B2B customer service experience

Collaborative mindset

Solution-oriented approach

Job description

Facilities Management Helpdesk Coordinator

📍 Manchester – Tyco Park | 🕒 Full-Time | 💻 Hybrid Working (2 days/week after 6 months)

Are you a proactive communicator with a passion for customer service and operational excellence? Join our Customer Services team as a Facilities Management Helpdesk Coordinator and become the central point of contact for our strategic FM partnerships.

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours) + time off in lieu for Bank Holidays worked
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits:
  • Pension plan (up to 7% employer match)
  • Life assurance
  • Employee assistance program
  • Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

What You Will Do

• Manage and respond to FM enquiries across phone, email, and digital channels
• Resolve complaints and feedback at first contact or elevate appropriately
• Collaborate with internal teams to troubleshoot and resolve service issues
• Monitor and meet KPIs, SLAs, and quality standards to drive customer satisfaction
• Support daily routines and contribute to continuous service improvement

What We Look For

• Clear and confident communication skills
• Strong time management and multitasking abilities
• Experience in fast-paced environments and B2B customer service
• A collaborative mindset and solution-oriented approach
• Familiarity with FM operations and large corporate clients (desirable)