FM Helpdesk Coordinator: Customer Success & Ops

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

Benefits offered by this job

25 days annual leave

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 is seeking a proactive Facilities Management Helpdesk Coordinator to be the central point of contact for our strategic FM partnerships. You will manage inquiries across phone, email and digital channels, troubleshoot service issues, and help sustain high customer satisfaction.

Joining a friendly, supportive team, you will drive KPI performance, support daily routines and contribute to continuous service improvements, with hybrid working and opportunities for career development.

Qualifications

• Clear and confident communication and customer focus.
• Strong time management and ability to multitask in a fast-paced environment.
• Experience delivering B2B customer service and resolving issues in a collaborative way.

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

Communication skills

Time management

Multitasking

B2B service

Team collaboration

Tools

CRM software

Job description

Johnson Controls is seeking a proactive Facilities Management Helpdesk Coordinator to be the central point of contact for our strategic FM partnerships. You will manage inquiries across phone, email and digital channels, troubleshoot service issues, and help sustain high customer satisfaction.

Joining a friendly, supportive team, you will drive KPI performance, support daily routines and contribute to continuous service improvements, with hybrid working and opportunities for career development.