Job Details
Salary: £32,779 per annum
Working Hours: Monday to Friday, either 8:00 to 17:00, or 9:00 to 18:00
Benefits
* 25 days holiday + bank holidays
* Health Cash Plan
* 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
* Dental scheme
* Access to health assessments
* Employee Assistance Programme – offering guidance and advice on personal, health, legal and financial queries
* Paid volunteering days
* Learning & Development opportunities
Role Overview
The Corporate Customer Service Team Leader will play a pivotal role in delivering high quality service, meeting the needs of building users and visitors, and maintaining a high standard of the building. This role is responsible for responding to building users, handling queries, ensuring effective use of facilities and AV systems, and maintaining overall daily operation of the helpdesk and front‑of‑house.
Responsibilities
* Carry out regular floor walks of the building to identify and resolve issues proactively.
* Deploy team appropriately to ensure service is delivered in line with the agreed SLA.
* Line‑manage and develop team members, driving continuous development and performance improvement.
* Maintain minimum manning levels to ensure operational delivery at all times.
* Promote EMCOR’s values in all activities.
* Operate conference room systems, handle room bookings, troubleshoot AV equipment and ensure rooms meet customer requirements.
* Greet and meet all building users and visitors; respond calmly, politely and efficiently.
* Provide knowledgeable responses regarding building, host organisation, meeting locations and procedures.
* Ensure visitors are aware of evacuation procedures and assembly points.
* Process visitor sign‑in efficiently, follow security procedures and keep host updated.
* Perform fire warden duties during evacuations, ensuring swift and efficient building clearance.
* Assist in business continuity situations, such as communications, hot‑desk directions and other ad hoc arrangements.
* Build and maintain relationships with client and ALB departments, including FM representatives and receptionists.
* Assist security officers in maintaining building security and provide high‑visibility guarding support.
* Maintain visitor records for accurate management information.
* Support the facilities team, ensuring a “one‑team” approach is adopted.
* Manage meeting and conference rooms, including follow‑up reminders to maximise availability.
* Provide administrative support to the OCEM, including logging and closure of on‑demand reactive tasks.
* Manage multitasking and demonstrate flexibility in work approach.
* Be conversant with statutory and EMCOR policies, ensuring compliance.
* Act as a true team player, fully integrated with internal and external staff to deliver seamless service.
* Participate in ad‑hoc duties such as building evacuation procedures, communication and signage.
Qualifications & Experience
* Experience of visitor management, telephone and helpdesk systems.
* SIA licence / security guarding experience highly advantageous.
* Conflict resolution training / experience.
* Fire warden and first‑aid training and experience highly advantageous.
* Ability to work autonomously, with highest standards and on own initiative.
* Strong multitasking and time‑management skills.
* Good knowledge of building services operations.
* Excellent people skills, including listening and behavioural awareness.
* Organisational skills with ability to prioritise.
* Excellent communication skills.
* Flexibility to cover other aspects of service delivery.
* Excellent IT skills.
* Smart, presentable appearance at all times.
* BS7858, BPSS, NSV/CTC clearance as required; SIA SG licence preferred.
EEO Statement
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.
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