Helpdesk Coordinator

ionic Recruitment; Manchester; On-site; GBP 28,000; Full time

Job summary

A recruitment agency in Manchester is seeking a Facilities Management Helpdesk Coordinator to manage customer enquiries and coordinate operations. The role requires strong communication and organizational skills, as well as previous experience in a similar field. This position offers a salary of £28,000 per annum and a hybrid working model with 25 days annual leave plus bank holidays.

Benefits

£28,000 per annum

25 days annual leave plus bank holidays

Pension and employee support scheme

Flexible working pattern

Qualifications

• Previous experience in a Facilities Management, Helpdesk, or Customer Service role.
• Strong communication and organisational skills.
• Proactive attitude with a focus on problem-solving and customer care.

Responsibilities

• Manage and respond to customer enquiries via multiple channels.
• Log and schedule maintenance and repair jobs.
• Monitor service requests ensuring completion within SLAs and KPIs.

Skills

Communication

Organizational skills

Customer service experience

Problem-solving

Time management

Tools

CAFM systems

Microsoft Office

Job description

Overview

We are seeking an organised and proactive Facilities Management Helpdesk Coordinator to join our Customer Services team. The role acts as a central point of contact between customers, engineers, and operations teams — ensuring all FM enquiries and requests are managed efficiently from start to completion.

Key Responsibilities

• Manage and respond to customer enquiries via telephone, email, and digital channels.
• Log and schedule maintenance and repair jobs, coordinating with engineers and contractors.
• Monitor service requests, ensuring all work is completed within agreed SLAs and KPIs.
• Handle customer complaints and queries professionally, escalating where required.
• Liaise with internal departments to resolve issues promptly and maintain service quality.
• Support day-to-day helpdesk processes, ensuring data accuracy and system updates.
• Track performance metrics, producing reports on service levels and response times.
• Contribute to process improvements to enhance efficiency and customer satisfaction.

Key Skills & Experience

• Previous experience in a Facilities Management, Helpdesk, or Customer Service role.
• Strong communication and organisational skills.
• Ability to work under pressure and meet deadlines.
• Confident managing multiple priorities and liaising with technical teams.
• Experience with CAFM systems and Microsoft Office.
• Proactive attitude with a focus on problem-solving and customer care.

Benefits

• £28,000 per annum
• Full-time, flexible working pattern
• Hybrid working model (office & home)
• 25 days annual leave plus bank holidays
• Pension and employee support scheme

About the Role

This position plays a key part in delivering outstanding service to our customers by ensuring facilities management requests are handled efficiently and professionally. You’ll be at the heart of our operational delivery — coordinating people, processes, and communication to make sure everything runs smoothly.

How to Apply

If you’re a detail-oriented individual with experience in FM or Helpdesk coordination and enjoy working in a fast-paced environment, please submit your CV for consideration.

GDPR Notice

By applying for this position, you consent to your personal data being collected, processed, and stored by Ionic Community Connections (and its clients) in accordance with the General Data Protection Regulation (GDPR). Your information will be used solely for recruitment purposes and will not be shared without your consent. If you wish for your data to be removed at any point, please contact us directly.

Job Info

Job Title: Helpdesk Coordinator

Company: IONIC Recruitment

Location: Manchester

Posted: Oct 21st 2025

Closes: Open

Sector: Administration

Contract: Permanent

Hours: Full Time