Role overview
Location: Eastleigh
Salary: £30,056
Working hours: Monday - Friday, 08:00 - 17:00
Contract Type: Permanent Full Time
Benefits: 25 days holiday + BH, Health Cash Plan, Discount Shopping, reduced cost gym, days out, learning & development opportunities, paid volunteering days + many more.
About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business
What you'll do:
1. Provide a first line contact for internal and external customers/contractors.
2. Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
3. To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
4. Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
5. Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.
6. Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
7. Process and job on the in house finance system (JDE) to enable invoicing
8. Liaising with Clients to escalate out of line incidents.
9. Ensuring EMCOR meet the contractual KPI’s and SLA’s.
10. Raise Purchase Orders as and when required.
11. Monitor EMCOR email system and respond accordingly to queries and client requests.
12. Coordinate faults, schedule to engineers, communicate with customers.
13. Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
14. To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
15. Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action
16. Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the, Health & Safety Manger.
17. Attend regular management meetings with in-house suppliers and note follow up actions as required
18. Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider.
19. Obtain monthly reports from various suppliers outlining the service used or provided.
About the role
Who you'll be:
20. Experience of working with contractors and suppliers and monitoring of service standards
21. Understanding of compliance requirements and working with service level agreements
22. Proven experience of delivering excellent customer care and service in a large organisation
23. Experience of complaints handling and follow up procedures
24. Relevant experience of working in a comparable administrative office based role
25. Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
26. Excellent telephone manner
27. Excellent communication skills
28. Experience of working in a call centre / help desk
29. Prior Customer Service or Industry experience required
EMCOR UK benefits
30. 25 Days holidays + Bank holidays
31. Holiday Buy Scheme - up to 5 days a year
32. Industry leading Maternity & Paternity Policies
33. Refer a Friend scheme – worth £500 per referral
34. GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
35. Extensive Learning & Development opportunities, including opportunities for progression.
36. Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
37. Bike To Work Scheme
38. Paid volunteering and charity days
39. Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
40. Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.
Join us in building a better world at work.