FM Helpdesk Coordinator – Customer Service & Ops

Johnson Controls, Inc.; Manchester; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave

Holiday Purchase Scheme

Pension plan (employer match)

Life assurance

Employee assistance program

Referral scheme

Exclusive discounts

Career development

Free onsite parking

Dress Down Fridays

Job summary

Johnson Controls is seeking a proactive Facilities Management Helpdesk Coordinator in Manchester to act as the central point of contact for our strategic FM partnerships. You will handle inquiries across phone, email and digital channels, resolve issues at first contact, and support continuous service improvement within a busy environment.

The role emphasizes clear communication, effective time management and collaboration with internal teams to uphold service standards and customer satisfaction.

Qualifications

• Excellent customer service skills with a proactive, solution‑driven approach.
• Strong written and verbal communication in a fast-paced environment.
• Able to prioritise tasks, manage multiple enquiries and meet KPI targets.
• Collaborative mindset with internal teams to resolve issues quickly and effectively.
• Familiarity with facilities management operations and B2B clients is desirable.

Responsibilities

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

Skills

Customer service

Communication

Time management

Collaboration

Tools

CRM systems

Office 365

Job description

Johnson Controls is seeking a proactive Facilities Management Helpdesk Coordinator in Manchester to act as the central point of contact for our strategic FM partnerships. You will handle inquiries across phone, email and digital channels, resolve issues at first contact, and support continuous service improvement within a busy environment.

The role emphasizes clear communication, effective time management and collaboration with internal teams to uphold service standards and customer satisfaction.