Facilities FM Helpdesk Coordinator - Customer Ops Champion

Johnson Controls; Manchester; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave (pro-rated)

Holiday purchase scheme

Pension plan (employer match)

Life assurance

Employee assistance program

Referral scheme

Discounts on Johnson Controls products

Career development opportunities

Free onsite parking

Dress down Fridays

Job summary

Johnson Controls, a global leader in building technologies, is seeking a proactive Customer Services professional to join our Facilities Management Helpdesk as a Coordinator in Manchester. You will be the central point of contact for our strategic FM partnerships and help drive service excellence.

You will handle enquiries via phone, email, and digital channels, address complaints at first contact or escalate appropriately, and collaborate with internal teams to resolve issues while monitoring

Qualifications

• Clear, confident communication with customers and colleagues.
• Strong time management and multitasking abilities in fast-paced settings.
• Experience in fast-paced environments and B2B customer service.
• Collaborative mindset with a solution-focused approach.
• Familiarity with FM operations and large corporate clients (desirable).

Responsibilities

• Manage and respond to FM enquiries across phone, email, and digital channels.
• Resolve complaints and feedback at first contact or escalate 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.

Skills

Clear communication

Time management

Multitasking

B2B customer service

Team player

FM operations

Job description

Johnson Controls, a global leader in building technologies, is seeking a proactive Customer Services professional to join our Facilities Management Helpdesk as a Coordinator in Manchester. You will be the central point of contact for our strategic FM partnerships and help drive service excellence.

You will handle enquiries via phone, email, and digital channels, address complaints at first contact or escalate appropriately, and collaborate with internal teams to resolve issues while monitoring