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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