Hybrid FM Helpdesk Coordinator - Drive Service Excellence

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

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.