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
Monday to Friday schedule with standard working hours (8am-5pm)
Paid holidays and sick pay
Comprehensive benefits package including pension, life assurance, employee discounts (high street brands, cycle to work scheme, discounts on security products)
Training opportunities including product training, cross-training, and career development pathways
Supportive work environment with access to business resource groups
Commitment to safety through our Zero Harm policy
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