Customer Service Planner

Johnson Controls; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A multinational corporation in Manchester is seeking a Facilities Management Helpdesk Coordinator. This full-time hybrid role involves managing enquiries and ensuring service excellence. Candidates should possess strong communication and time management skills. Experience with FM operations is desirable but not mandatory. The position offers competitive salary and benefits including extensive leave and career development opportunities.

Benefits

Competitive Salary

25 days annual leave

Comprehensive benefits package

Career Development opportunities

Free Onsite Parking

Dress Down Fridays

Qualifications

• Proactive communicator with a passion for customer service.
• Strong time management and multitasking abilities.
• Familiarity with FM operations is a plus.

Responsibilities

• Manage and respond to FM enquiries across various communication channels.
• Resolve complaints and feedback at first contact.
• Collaborate with teams to troubleshoot and resolve service issues.
• Monitor KPIs, SLAs, and quality standards for customer satisfaction.

Skills

Communication skills

Time management

Multitasking

Collaborative mindset

Job description

Facilities Management Helpdesk Coordinator (Planner)

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 elevate 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)