Service Desk Coordinator

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

Are you a proactive communicator with a passion for customer service and operational excellence? Join our Customer Services team as a Facilities Management Helpdesk Coordinator and become the central point of contact for our strategic FM partnerships.

What we offer

• Competitive Salary: Reflecting your skills and experience
• Generous Leave: 25 days annual leave (pro-rated in hours) + time off in lieu for Bank Holidays worked
• Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
• Comprehensive Benefits: Pension plan (up to 7% employer match)
• Life assurance
• Employee assistance program
• Referral scheme
• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting
• Dress Down Fridays: Casual attire to wrap up the week

What You Will Do

• 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

What We Look For

• 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)

You will be joining a friendly, supportive team where colleagues genuinely help each other succeed. If you're looking for a role where you can grow, feel valued, and enjoy coming to work—this could be just the opportunity for you.

About Johnson Controls

Johnson Controls, a global leader in thermal management, mission‑critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education. For more than 140years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry‑leading field organization, we elevate customer performance, turn goals into real‑world results and help move society forward.

#LI‑MS2 #LI‑Hybrid #ADTcustomerservice Johnson Controls: Enhancing the Intelligence of Buildings Your buildings have a purpose. They are places for people to live or work. Facilities for learning or healing. Venues for entertainment and shopping. Sites for the specialized storage of tangible goods or mission‑critical data. Your buildings have a huge variety of functions; they are central to your mission. This is where Johnson Controls comes in, helping drive the outcomes that matter most. Through a full range of systems and digital solutions, we make your buildings smarter. A smarter building is safer, more comfortable, more efficient, and, ultimately, more sustainable. Most important, smarter buildings let you focus more intensely on your unique mission. Better for your people. Better for your bottom line. Better for the planet. At Johnson Controls, we’ve been making buildings smarter since 1885, and our capabilities, depth of innovation experience, and global reach have been growing ever since. Today, we offer the world’s largest portfolio of building products, technologies, software, and services; we put that portfolio to work to transform the environments where people live, work, learn and play.