Duties/Responsibilities
Location: Premier House, Eastleigh
Salary: £31,000 per annum
Working hours: 8–5, Monday – Friday
Benefits: 25 Days Holiday + BH, Company Pension, Company Sick Pay, 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.
Role overview:
To provide a high quality service to our customers.
What you’ll do:
* Take overall daily responsibility and ownership of the response desk
* Lead the team and ensure all reactives are responded to within timelines
* Ensure email enquiries are responded to in a timely manner
* Instil a culture of customer service excellence
* Manage client platform to ensure the clients fault log is dealt with effectively
* Maintain the Agility System, monitoring engineering activity and fault reporting
* Monitor EMCOR email system and respond accordingly to queries and client requests
* Co-ordinate faults, schedule to engineers and communicate with customers
* Liaise with Clients to escalate out of line incidents
* Ensure EMCOR meets the contractual KPI’s and SLA’s
* Raise purchase orders, as and when required
* Manage customer meeting arrangements
* Any other duties, as requested by the management team
* Provide holiday cover for colleagues when required
Who you’ll be:
* 5 pass grades at GCSE or equivalent
* Excellent telephone manner
* Excellent communication skills
* Experience of working in a call centre / help desk is essential
* Good IT skills including Word, Excel and PowerPoint
* Able to work under pressure and to defined deadlines
* Able to work as part of a larger team and independently
* 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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