FM Helpdesk Coordinator

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.

Competitive salary

25 days holiday + Bank Holidays and sick pay

Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

Extensive product and on the job/cross training opportunities with outstanding resources available

Encouraging and collaborative team environment

Career development through various career ladders

Dedication to safety through our Zero Harm policy

Access to business resource groups

Training on our company values

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.

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

Experience working with large corporate clients or FM companies

Account management skills

Experience with B2B customers