FM Helpdesk Coordinator - Customer Success & Ops

Johnson Controls; Manchester; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive Salary

25 days annual leave (pro-rated) + TOI

Holiday Purchase Scheme: up to 10 days

Pension plan (employer match)

Life assurance

Employee assistance program

Referral scheme

Exclusive product discounts

Career development opportunities

Free onsite parking

Dress Down Fridays

Job summary

Johnson Controls is seeking a proactive Customer Services professional to join our Facilities Management Helpdesk as a coordinator. You will be the central contact for FM partnerships, handling enquiries by phone, email, and digital channels while upholding high service standards.

In this role, you will resolve issues at first contact, collaborate with internal teams, and monitor KPIs to ensure customer satisfaction.

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 escalates 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

Customer service

Communication

Time management

Multi-tasking

Collaboration

Job description

Johnson Controls is seeking a proactive Customer Services professional to join our Facilities Management Helpdesk as a coordinator. You will be the central contact for FM partnerships, handling enquiries by phone, email, and digital channels while upholding high service standards.

In this role, you will resolve issues at first contact, collaborate with internal teams, and monitor KPIs to ensure customer satisfaction.