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:
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Managing and responding to customer enquiries across multiple channels (phone, email, digital).
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Handling complaints, resolving issues, or escalating where necessary.
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Collaborating with internal teams to ensure efficient resolution of customer issues.
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Meeting and exceeding Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality standards.
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Supporting day-to-day processes to maintain an efficient helpdesk function.
What we offer
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Competitive salary
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Monday to Friday schedule with standard working hours (8am-5pm)
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Comprehensive benefits package including pension, life assurance, employee discounts (high street brands, cycle to work scheme, discounts on security products)
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Training opportunities including product training, cross-training, and career development pathways
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Supportive work environment with access to business resource groups
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Commitment to safety through our Zero Harm policy
How you will do it
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Provide clear communication and updates to customers and internal teams.
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Prioritize tasks based on urgency and impact.
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Use product and service knowledge to address issues and escalate when necessary.
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Work collaboratively with various departments to ensure service targets are met.
What we look for
Required
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Experience in a fast-paced environment
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Exceptional communication skills (across phone, email, and digital platforms)
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Strong organizational skills with the ability to multitask and prioritize
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Ability to work under pressure and meet deadlines
Preferred
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Experience working with large corporate clients or FM companies
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Account management skills
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Experience with B2B customers
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