Job Purpose:
The post holder will be primarily responsible for the day-to-day operational delivery of the Customer Service Experience ensuring exceptional customer interaction in a professional environment, constant service improvement and development - leaving all staff, visitors and members of the public with a positive, professional and lasting impression of the site(s) and services.
To support and coordinate all FM services ensuring that the site (s) are set up and ready for business allowing the customers to focus on delivering their key objectives.
Duties:
Customer & Visitor Liaison
1. Deliver excellent and professional customer service
2. To be a professional ambassador for the BBC and EMCOR
3. Establish good working relationships with the customers to be recognised as the natural go to person and a trusted partner.
Administration
4. Co-ordination and collation of management information as required.
5. Assisting with staff queries both in person, by email or via telephone in a professional manner.
6. Ensure all tasks are logged with the helpdesk and a record of all tasks is kept up to date and managed through to completion.
7. Consumables management - stock taking, ordering, replenishing to always ensure available.
Health and safety
8. Liaise with and assist the BBC team as regards company H&S policies & procedures
9. Responsible for health & safety in designated area of responsibility to ensure that any unsafe items/areas are dealt with immediately and ensure all people always adopt safe working practices as reasonably practicable and noticeboards Refreshed.
10. Ensuring a tidy and clean appearance across the floor, at desks, collaboration spaces and break out areas.
Audits
11. Conduct across all service lines to ensure workplace standards are maintained at all times i.e. cleanliness, maintenance, replenishment.
12. Innovate – look at ways to streamline business processes and create the most effective environment for the customer/client.
Teamwork
13. Maintain constant communication with all other service lines to ensure seamless delivery to building occupants.
14. Sharing knowledge between the team as an ongoing form of communication and learning
15. Liaise closely with all FM service teams to ensure that consistency standards and a professional image are maintained across the designated areas.
16. Ensure all tasks are logged with the helpdesk and a record of all tasks is kept up to date and managed through to completion
17. Present team Talks
18. Updating on call and on shift rotas.
Supplier management
19. Meet and greet contractors on site.
20. Undertake site inductions for new contractors to site.
21. Schedule, oversee and escort when necessary external contractors in line with the client's procedure.
22. Liaising with the schedulers and engineers to arrange PPMs for correct days
Please note this list is not exhaustive and you will be expected to comply with any reasonable ad hoc duties and requests.
About the role
• Experience of working in a corporate or creative environment and communicating effectively at all levels of the organisation • Educated to GCSE standard with passes in English & Math's • Good planning, organisational and communication skills with attention to detail • Excellent interpersonal skills • Excellent written and spoken communication skills • Be confident, approachable & self-motivated • Able to work under pressure and meet deadlines. • Must be flexible and a sense of teamwork is essential. • Excellent client relationship building skills • Ability to work within team but self-motivated to work unsupervised when required. • To be able to work under pressure to balance conflicting deadlines is essential. • Good Health and Safety knowledge (Health and Safety ISOH/Nebosh qualification desirable) • Self-motivated, resourceful and resilient
EMCOR UK benefits
Additional Benefits
• Industry leading maternity & paternity policies
• Refer a friend scheme – worth £500 per referral
• GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
• Extensive learning & development opportunities, including opportunities for progression
• Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover
• Bike To Work Scheme
• Health cash plan - Benefits covered include optical, physiotherapy and a health & wellbeing
• Dental scheme
• Access to health assessments
• Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries