Service Desk Coordinator

Facilities Management Helpdesk Coordinator

Manchester - Tyco Park Full-Time Hybrid Working (2 days/week after 6 months)

Contracted Hours: 7am-7pm Expected Shifts: Between 7am-6pm, Monday to Friday

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.

• 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

• 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

• 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)