Facilities Helpdesk Coordinator - Customer-Centric FM Ops

Johnson Controls; Manchester; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

25 days leave

Holiday purchase scheme

Pension plan

Life assurance

Employee assistance program

Referral scheme

Discounts

Job summary

Johnson Controls is seeking a proactive Customer Services professional to join the Facilities Management Helpdesk as a Coordinator in Manchester. You will be the central contact point for FM partnerships, handling enquiries across phone, email, and digital channels to ensure smooth operations and high customer satisfaction.

You will resolve issues at first contact where possible, collaborate with internal teams to troubleshoot, and monitor KPIs and SLAs to drive continuous service improvement.

Qualifications

• Clear and confident communication skills.
• Strong time management and multitasking abilities.
• Experience in fast-paced environments and B2B customer service.
• A collaborative mindset and solution-oriented approach.

Responsibilities

• 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

Skills

Clear communication

Time management

Multitasking

Collaborative mindset

Job description

Johnson Controls is seeking a proactive Customer Services professional to join the Facilities Management Helpdesk as a Coordinator in Manchester. You will be the central contact point for FM partnerships, handling enquiries across phone, email, and digital channels to ensure smooth operations and high customer satisfaction.

You will resolve issues at first contact where possible, collaborate with internal teams to troubleshoot, and monitor KPIs and SLAs to drive continuous service improvement.