Facilities FM Helpdesk Coordinator — Hybrid (Manchester)

Johnson Controls; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading facilities management company in Manchester is seeking a Facilities Management Helpdesk Coordinator. This role involves managing FM enquiries, resolving customer complaints, and collaborating with internal teams to enhance service quality. The ideal candidate will possess strong communication and multitasking skills, with experience in B2B customer service. This position offers competitive salary, generous leave, and hybrid working arrangements.

Benefits

Competitive Salary

Generous Leave

Holiday Purchase Scheme

Pension plan

Life assurance

Employee assistance program

Referral scheme

Exclusive Discounts

Career Development

Free Onsite Parking

Dress Down Fridays

Qualifications

• Proven experience in fast-paced customer service environments.
• Familiarity with FM operations is desirable.

Responsibilities

• Manage and respond to FM enquiries across phone, email, and digital channels.
• Resolve complaints and feedback at first contact or elevate as appropriate.
• Collaborate with internal teams to troubleshoot and resolve service issues.
• Monitor and meet KPIs, SLAs, and quality standards.
• Support daily routines and contribute to continuous service improvement.

Skills

Clear and confident communication skills

Strong time management

Multitasking abilities

B2B customer service experience

Collaborative mindset

Solution-oriented approach

Job description

A leading facilities management company in Manchester is seeking a Facilities Management Helpdesk Coordinator. This role involves managing FM enquiries, resolving customer complaints, and collaborating with internal teams to enhance service quality. The ideal candidate will possess strong communication and multitasking skills, with experience in B2B customer service. This position offers competitive salary, generous leave, and hybrid working arrangements.