Location: Manchester or Birmingham Salary: Up to £38669 DOE Working hours: 0800 to 1700 Monday to Friday Benefits: 25 Days Holiday BH, Flex Benefits (EMCOR UK discount scheme) 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. Job Purpose You will line manage the helpdesk team, ensuring all holiday/sickness is actioned and covered in line with company policies and BCP Excellent customer service skills both face to face, over the telephone and email. Excellent written and verbal communication skills, including handling issues and negotiation skills Comprehensive and effective problem-solving skills to achieve a satisfactory resolution for all parties Conduct investigations into any arising issues including unsatisfactory customer feedback and customer complaints. Feedback to the appropriate party Complaint and escalation handling from the client in a timely manner Provide Induction, Agility and PO training and support to all team members Co-ordinate help desk service resource to ensure one team leader as a minimum is always present and adequate cover is in place, including the provision of contingencies Planning Schedule & Diary - review work schedules daily, scheduling engineers and third-party contractors to allow for time to alter and/or cancel jobs at short notice Engineers’ Reports - ensuring work orders are complete and updating the management system/report as appropriate Procurement - ensuring the correct materials are ordered for the job, liaising with suppliers, and reviewing/amending quotes for the client Client Enquires Day to Day - organizing callout enquiries and resourcing engineers to complete jobs Using the Asset Management System and following the Management Operating System, define the forthcoming works programs This is to incorporate (but is not limited to) all planned, breakdown, new work, and contracted tasks In line with SLA's and KPIs define forthcoming work programs to include: Booking operatives on site following access process Ensure engineers and third-party contractors’ jobs are completed on time and deliver the highest level of customer care Ensure engineers and third-party contractors have the correct information required to complete the job Ensure that all work orders (PPM & SI) are complete and updated on Agility Ensure that all remedial quotations from the PPM are uploaded to Smartsheet Ensure that all work orders (EXT) are completed on Agility & Smartsheet Assist with programming in approved remedial works, including paperwork for completion Timely loading of all documentation onto Microsoft teams and Microsoft SharePoint in line with Client targets Managing operative diaries Prioritizing emergency works Gain and record actions and approvals for the plan by liaison with operational management Ensure that all outstanding work is monitored and reviewed, and that Supervisors and Managers are informed of progress on a regular basis. Any changes are to be fed into a revised plan and communicated Development of the proposed plan, evaluating materials and resource requirements, the relative priority of tasks and ensuring that activities do not conflict Gain and record actions and approvals for the plan by liaison with the operation management through planning meetings Any changes are to be fed into the revised plan and communicated to the facilities, so they understand and accept the revisions to the plan Undertake the processing and chasing up of work packages, through close liaison with Management and Supervisors to meet the requirements of the Management Operating System, ensuring that records are closed out Drive Operational excellence across the portfolio and meet / exceed expectations on KPI / SLA performance Liaising with subcontractors and operatives to schedule appointments/repairs Answer all engineer queries promptly and politely Ensuring relevant data is updated on a regular basis Communicate any concerns regarding the quality of work to be conducted Administrative duties any other ad-hoc roles that may arise Support the Service Desk function on an adhoc relief basis This is not a safety related post, however the incumbent will conduct the activities of the post in a way such as to maintain, as far as is reasonably practicable the health, safety and welfare of company personnel and others and to safeguard the condition of the environment as required by the company safety manual Raise ETWOSAs for third party contractors following training Raise Pos for third party contractors and engineers as required To fulfill any additional job specific responsibilities as directed by your line manager Person Specification The ability to establish and maintain high standards of excellence in areas of operational administration A minimum of 4 GCSEs or equivalent qualification, grades A-C, including Math and English Practical experience in an office environment is preferable Computer literacy is essential; knowledge of email and MS package is desirable. Ability to be resilient under pressure and be able to converse confidently with staff, suppliers, and customers at all levels Smart, presentable appearance Personable and approachable Ability to multitask and time manage 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. Benefits 25 Days holidays Bank holidays Holiday Buy Scheme - up to 5 days a year 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. Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover. Bike To Work Scheme Paid volunteering and charity days Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing. Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries. LI-SN1