Service Desk Coordinator

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

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 cancel 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 140 years, 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.