Job Description

What you will do

As a Facilities Management Helpdesk Coordinator, you will be the main point of contact for FM enquiries, ensuring a smooth process from start to finish. Your key responsibilities include:

Managing and responding to customer enquiries across multiple channels (phone, email, digital). Handling complaints, resolving issues, or escalating where necessary. Collaborating with internal teams to ensure efficient resolution of customer issues. Meeting and exceeding Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards. Supporting day-to-day processes to maintain an efficient helpdesk function.

What we offer

Competitive salary 25 days holiday + Bank Holidays and sick pay Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products Extensive product and on the job/cross training opportunities with outstanding resources available Encouraging and collaborative team environment Career development through various career ladders Dedication to safety through our Zero Harm policy Access to business resource groups Training on our company values

How you will do it

Provide clear communication and updates to customers and internal teams. Prioritize tasks based on urgency and impact. Use product and service knowledge to address issues and escalate when necessary. Work collaboratively with various departments to ensure service targets are met.

What we look for

Required

Experience in a fast-paced environment Exceptional communication skills (across phone, email, and digital platforms) Strong organizational skills with the ability to multitask and prioritize Ability to work under pressure and meet deadlines

Preferred

Experience working with large corporate clients or FM companies Account management skills Experience with B2B customers

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