FM Helpdesk Coordinator — Customer Service & Ops

Johnson Controls, Inc.; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

25 days leave

Holiday purchase

Pension match

Life assurance

Employee assistance

Referral scheme

Discounts

Career development

Free parking

Casual Fridays

Cycle to work

Job summary

Johnson Controls, Inc. in Manchester is seeking a proactive Facilities Management Helpdesk Coordinator. You will be the central point of contact for our strategic FM partnerships, handling enquiries by phone, email and online channels and ensuring timely responses.

The role emphasizes delivering excellent service, resolving issues at first contact where possible, and collaborating with internal teams to maintain KPIs and drive improvements. Hybrid working and generous benefits are included.

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.
• 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 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

Fast-paced environment experience

B2B customer service

Collaborative mindset

Solutions-oriented

FM operations familiarity

Job description

Johnson Controls, Inc. in Manchester is seeking a proactive Facilities Management Helpdesk Coordinator. You will be the central point of contact for our strategic FM partnerships, handling enquiries by phone, email and online channels and ensuring timely responses.

The role emphasizes delivering excellent service, resolving issues at first contact where possible, and collaborating with internal teams to maintain KPIs and drive improvements. Hybrid working and generous benefits are included.