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FM Helpdesk Coordinator

Johnson Controls
£26,228 - £33,211 a year
Manchester, England
2 days ago

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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