Job details
Employment Type:
Full-Time
Location:
Manchester, Manchester, United Kingdom
Job Category:
Customer Support
Job Number:
WD30246388
Job Description
Job Description
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: Reflecting your skills and experience.
- Genours & Flexible Leave Entitlement: 25 days of annual leave + Bank Holidays
- Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.
- Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
- Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
- Career Development: Extensive opportunities for growth and advancement.
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
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