Working hours: Monday to Friday, 8am - 5pm
Contract Type: Permanent Full Time
Benefits: 25 days + BH, Access to our Flex Benefits scheme - 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.
What you'll do:
* Provide a first line contact for internal and external customers/contractors.
* Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
* Manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
* Ensure life safe systems and statutory inspections are completed as per legal compliance and SLA/KPI required times.
* Communicate attendance info to the customer and engineer when an engineer is scheduled to a job.
* Ensure that job packs within your area are complete and ready for billing, including PO/Quote/CVI/SMR/email communications.
* Change status on open jobs, chase subcontractor for delivery dates for parts and service completion sheets, and update customers as required.
* Process jobs on the in-house finance system (JDE) to enable invoicing.
* Liaise with Clients to escalate out of line incidents.
* Ensure EMCOR meets the contractual KPI’s and SLA’s.
* Raise Purchase Orders as required.
* Administer PPM’s and Reactive control to Service Engineers through In-House System and ensure they are carried out within one month of the allocated date.
* Monitor EMCOR email system and respond accordingly to queries and client requests.
* Coordinate faults, schedule to engineers, and communicate with customers.
* Implement new Service Contracts including setting up contracts on the central database, assisting in the implementation of PPM control and delivering information to key personnel.
* Review internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors for PPM and Reactive Calls.
* Review paperwork received from engineers and raise follow-on or new jobs for any sheets for further action.
* Any other duties as requested by the Management Team and/or Team Leader within reason to suit the changing needs of the business.
* Assist the Team Leader to monitor service standards.
* Monitor the active jobs logged on with the helpdesk, including the CAFM system, Horizon, and the EMMA Application.
Who you'll be:
* Essential Knowledge, Skills and Experience in help desk service coordination.
* Sufficient experience of providing a facilities or maintenance service in a busy organisation.
* Experience of complaints handling and follow-up procedures.
* Ability to prioritise workload and work under pressure with a high level of organisational proficiency and initiative.
* Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry.
* Good attention to detail and ability to follow department procedures.
* Good numeracy skills, ability to process invoices accurately and efficiently.
* The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation.
* Customer care in dealing with irate callers with tact and diplomacy, using effective complaints handling skills.
* Strong command of written and spoken English.
* Excellent telephone manner, common sense, and the ability to communicate effectively at all levels.
* Ability to write clear, informative, customer-focused letters in a style appropriate to the reader.
* Experience of working in a call centre/help desk is essential.
* Good IT skills including Word, Excel, and PowerPoint.
* Prior Customer Service or Industry experience required.
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.
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