FM Helpdesk - Appcast Enterprise : Job Details

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

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