Location: Manchester or Birmingham Salary: up to £48,460 DOE Working hours: 0800 to 1700 Monday to Friday Contract Type: Permanent Full time Benefits: 25 days holiday BH, Flexible options 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. Role overview To provide active leadership and management of an account help desk service, by overseeing and coordinating the daily performance of the Help Desk team ensuring that end user receives optimal support and excellent service at all times. What you’ll do: Line management of the Helpdesk team, including recruiting, training and development. Ensure that the helpdesk service provision is managed and monitored with opportunities for continuous improvement created and taken. Ensure all contact made by all stakeholders is managed professionally and in timely manner. To liaise directly with appointed representatives of third parties over matters concerning the provision of facilities services. Develop and maintain relationships with vendors To undertake regular site Health and Safety checks. Ensuring that the policy in respect of safety, security and emergency procedures is implemented and always monitored. Conduct quality audits to monitor service delivery Carry out all necessary administration duties associated with the helpdesk services delivery Manage and direct the development, implementation, and administration of help desk systems and processes Contribute to improving customer support by actively responding to queries and handling complaints Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams Person Specification Who you’ll be: Experience in managing and leading a helpdesk team Practical experience in an FM operational environment is preferable or be able to demonstrate related experience in a service desk A highly customer focused professional, motivating and driving high performance in teams to deliver excellent levels of service. Excellent interpersonal and customer relationship skills and be able to build relationships at all levels. Ability to think and react to immediate problems and issues without losing sight of, or compromising long term goals Excellent ability to deal with conflict situations Customer-service oriented with a problem-solving attitude Experience at organising, multi-tasking and working under pressure Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end Innovative- always thinking about service enhancements Excellent verbal and interpersonal communication skills Knowledge of a CAFM system would be an advantage 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