FM Helpdesk Coordinator

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

Job summary

A leading facilities management company is seeking a Facilities Management Helpdesk Coordinator in Manchester. The role involves managing FM enquiries via multiple channels, resolving customer complaints, and ensuring service quality. Strong communication, multitasking, and experience in B2B customer service are essential. This position offers competitive salary, 25 days leave, hybrid working after 6 months, and career development opportunities.

Benefits

Competitive salary

25 days annual leave

Pension plan

Employee assistance program

Career development opportunities

Free onsite parking

Exclusive discounts

Qualifications

• Strong communication skills are essential for customer interactions.
• Ability to manage time and prioritize tasks effectively is crucial.
• Experience in a fast-paced B2B environment is preferred.

Responsibilities

• Manage and respond to FM enquiries via phone, email, and digital channels.
• Resolve complaints and feedback at first contact or escalate.
• Monitor KPIs, SLAs, and quality standards to enhance customer satisfaction.

Skills

Clear communication skills

Time management

Multitasking

B2B customer service experience

Collaborative mindset

Solution-oriented approach

Familiarity with FM operations

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 escalate 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)