Service Desk Coordinator

Description

You will join the Customer Services team as a Facilities Management Helpdesk Coordinator and act as the main contact for the company's strategic FM partnerships.

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

The team is friendly and supportive, and colleagues help one another succeed.

Responsibilities

• Handle FM enquiries that arrive by phone, email and digital channels.
• Resolve complaints and feedback on first contact, or escalate them where needed.
• Work with other internal teams to diagnose and fix service problems.
• Track KPIs, SLAs and quality standards to raise customer satisfaction.
• Keep daily routines running and help improve the service over time.

Requirements

• Communicate clearly and confidently, both in speech and in writing.
• Manage your time well and handle several tasks at once.
• Have worked in fast-moving settings and in B2B customer service.
• Bring a collaborative attitude and a practical, solution-focused approach.
• Desirable: knowledge of FM operations and experience with large corporate clients.

Conditions

The role follows a hybrid work model.

Benefits

• Competitive salary based on your skills and experience.
• 25 days of annual leave, pro-rated by hours, plus compensatory time off for bank holidays you work.
• Holiday purchase scheme: buy up to 10 extra days, for up to 35 days of leave in total.
• Pension plan with an employer match of up to 7%.
• Life assurance.
• Employee assistance programme.
• Referral scheme.
• Discounts at high street brands, through the cycle-to-work scheme and on the company's products.
• Wide opportunities for growth and advancement.
• Free onsite parking.
• Casual dress on Fridays.