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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