Customer Experience Coordinator

Johnson Controls; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company in Manchester is seeking a Facilities Management Helpdesk Coordinator to be the central point of contact for FM partnerships. This role offers a competitive salary, 25 days annual leave, and numerous benefits including a pension plan and career development opportunities. The ideal candidate will possess strong communication skills and thrive in a fast-paced environment.

Benefits

Competitive salary

25 days annual leave

Pension plan

Employee assistance program

Career development opportunities

Free onsite parking

Dress down Fridays

Qualifications

• Proactive communicator with a passion for customer service.
• Experience in fast-paced environments is a plus.
• Familiarity with FM operations is beneficial.

Responsibilities

• Manage and respond to FM enquiries across various channels.
• Resolve complaints at first contact or escalate appropriately.
• Collaborate with teams to troubleshoot service issues.
• Monitor and meet KPIs and SLAs to ensure satisfaction.
• Contribute to continuous service improvement.

Skills

Clear and confident communication skills

Strong time management

Multitasking abilities

Collaborative mindset

Solution-oriented approach

Job description

? Facilities Management Helpdesk Coordinator (Customer Support)

Manchester – Tyco Park | Full-Time | Hybrid Working (2 days/week after 6 months)

Are you a proactive communicator with a passion for customer service and operational excellence? Join our Customer Services team as a Facilities Management Helpdesk Coordinator and become the central point of contact for our strategic FM partnerships.

? What we offer

• Competitive Salary: Reflecting your skills and experience

• Generous Leave: 25 days annual leave (pro-rated in hours) + time off in lieu for Bank Holidays worked

• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave

• Comprehensive Benefits:

  • Pension plan (up to 7% employer match)

  • Life assurance

  • Employee assistance program

  • Referral scheme

• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts

• Career Development: Extensive growth and advancement opportunities

• Free Onsite Parking: Hassle-free commuting

• Dress Down Fridays: Casual attire to wrap up the week

? What You Will Do

• Manage and respond to FM enquiries across phone, email, and digital channels

• Resolve complaints and feedback at first contact or escape appropriately

• Collaborate with internal teams to troubleshoot and resolve service issues

• Monitor and meet KPIs, SLAs, and quality standards to drive customer satisfaction

• Support daily routines and contribute to continuous service improvement

? What We Look For

• Clear and confident communication skills

• Strong time management and multitasking abilities

• A collaborative mindset and solution-oriented approach

• Familiarity with FM operations and large corporate clients (nice to have, not required)

• Experience in fast-paced environments (nice to have, not required)

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