FM Helpdesk Coordinator

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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