Role overview
Location: Eastleigh - SO53 3YE
Salary: £28,288pa + OT
Working hours: Monday to Friday - 08:00 - 17:00
Contract Type: Permanent
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. When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
6. Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.
7. Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
8. Process and job on the in house finance system (JDE) to enable invoicing
9. Liaising with Clients to escalate out of line incidents.
10. Ensuring EMCOR meet the contractual KPI’s and SLA’s.
11. Raise Purchase Orders as and when required.
12. Administer PPM’s and Reactive control to Service Engineers through in House System and are carried out within one month of the allocated date
13. Monitor EMCOR email system and respond accordingly to queries and client requests.
14. Coordinate faults, schedule to engineers, communicate with customers.
15. Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
16. To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
17. Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action
18. Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business. • Service monitoring
19. Assist the Team Leader to monitor service standards
20. Monitor the active jobs logged on with the helpdesk, to include the CAFM system, Horizon and the EMMA Application.
21. Recommend to the Team Leader improvements that could be made to the help desk service delivery
22. Review and make recommendations to maintain building integrity, maintaining accurate records as required.
23. Liaise with MSP to follow through on approved work.
24. Liaise with senior management to ensure contracts remain compliant.
25. Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the, Health & Safety Manger.
26. Attend regular management meetings with in-house suppliers and note follow up actions as required
27. Administration working to help desk standard procedures:
28. Operate and maintain an effective filing system for the department.
29. Produce reports for all MSP performance
30. Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider.
31. Manage and maintain stationary supplies for the Facilities Department, whilst overseeing the stationary contractor.
32. Obtain monthly reports from various suppliers outlining the service used or provided.
33. Follow up on instructions to raise capital expenditure.
34. Follow through any changes to the disaster recovery plan. Key deliverables
35. Effective help desk service, follow up on requests and customer handling
36. Effective MSP monitoring and follow up with suppliers to ensure standards are met
37. Effective administrative support to the help desk and record keeping
38. Effective teamwork, flow of information and multi-skilling to provide cover across team
About the role
Who you'll be:
39. Essential Knowledge, Skills and Experience help desk service coordination
40. Sufficient experience of providing a facilities or maintenance service in a busy organisation
41. Some experience of working with contractors and suppliers and monitoring of service standards
42. Understanding of compliance requirements and working with service level agreements
43. Proven experience of delivering excellent customer care and service in a large organisation
44. Experience of complaints handling and follow up procedures
45. Enthusiasm and commitment to learn about and get involved in the department’s activities Administration
46. Relevant experience of working in a comparable administrative office based role
47. Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
48. Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
49. Good attention to detail and ability to follow department procedures
50. Good numeracy skills, ability to process invoices accurately and efficiently Communication Skills
51. The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
52. Customer care in dealing with irate callers with tact and diplomacy, using effective complaints handling skills
53. Strong command of written and spoken English
54. Excellent telephone manner, common sense and the ability to communicate effectively at all levels
55. Ability to write clear, informative, customer focussed letters in a style appropriate to the reader
56. Ability to work effectively as part of a team Qualifications and Experience: • 5 pass grades at GCSE or equivalent.
57. Excellent telephone manner.
58. Excellent communication skills.
59. Experience of working in a call centre / help desk is essential.
60. Good IT skills including Word, Excel and PowerPoint.
61. Able to work under pressure and to defined deadlines.
62. Able to work as part of a larger team and independently.
63. Good timekeeper.
64. Prior Customer Service or Industry experience required.
EMCOR UK benefits
Benefits:
65. Holiday Buy Scheme - up to 5 days a year
66. Industry leading Maternity & Paternity Policies
67. Refer a Friend scheme – worth £500 per referral
68. GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
69. Extensive Learning & Development opportunities, including opportunities for progression.
70. Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
71. Bike To Work Scheme
72. Paid volunteering and charity days
73. Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
74. 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.