FM Helpdesk Coordinator

Description

You will be the main contact for the company's strategic facilities management partnerships, working in the Customer Services team on the FM Helpdesk Coordinator role.

The company makes thermal management products, mission-critical building systems and energy efficiency and decarbonization solutions. Its customers include data centers, healthcare, pharmaceutical, advanced manufacturing and higher education organizations. It has been operating for more than 140 years.

Responsibilities

• Handle facilities management enquiries that arrive by phone, email and digital channels.
• Settle complaints and feedback on the first contact where you can, and pass on those that need escalating.
• Work with other internal teams to diagnose and fix service problems.
• Track KPIs, SLAs and quality standards, and help improve customer satisfaction.
• Keep daily routines running and help improve the service over time.

Requirements

• Clear, confident communication.
• Good time management and the ability to juggle several tasks at once.
• Experience working at pace and in B2B customer service.
• A team-oriented attitude and a focus on finding solutions.
• Desirable: familiarity with FM operations and with large corporate clients.

Conditions

Hybrid working.

Benefits

• A salary that reflects your skills and experience.
• 25 days of annual leave, pro-rated in hours, plus time off in lieu for bank holidays you work.
• A holiday purchase scheme that lets you buy up to 10 extra days, giving up to 35 days of leave in total.
• A pension plan with an employer match of up to 7%.
• Life assurance.
• An employee assistance programme.
• A referral scheme.
• Discounts at high street retailers, through the cycle-to-work scheme, and on the company's products.
• Opportunities for growth and promotion.
• Free parking on site.
• Casual dress on Fridays.