Location: Thorpe Wood House, Peterborough
Salary: £27,436 per annum
Working hours: 8am - 5pm Monday to Friday
Benefits: 20 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.
What you’ll do:
1. Assist the Team Leader in their duties including weekly and monthly reporting.
2. Be a point of escalation for the rest of the helpdesk team.
3. Carry out the Team Leader's responsibilities in their absence.
4. Provide a first line contact for internal and external customers/contractors.
5. Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
6. Manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
7. Ensure life safe systems and statutory inspections are completed as per the legal compliance and SLA/KPI required times.
8. When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
9. Ensure that job packs within your area are complete and ready for billing.
10. Change status on open jobs, chase subcontractor for both delivery dates for parts and service completion sheets and update customers as required.
11. Process jobs on the in-house finance system (JDE) to enable invoicing.
12. Liaise with Clients to escalate out of line incidents.
13. Ensure EMCOR meets the contractual KPI’s and SLA’s.
14. Raise Purchase Orders as and when required.
15. Administer PPM’s and Reactive control to Service Engineers through in-house System.
16. Monitor EMCOR email system and respond accordingly to queries and client requests.
17. Coordinate faults, schedule to engineers, communicate with customers.
18. Implement new Service Contracts including setting up contracts on the central database.
19. Review internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors for PPM and Reactive Calls.
20. Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
21. Any other duties as requested by the Management Team and or Team leader within reason.
22. Assist the Team Leader to monitor service standards.
23. Monitor the active jobs logged on with the helpdesk, to include the CAFM system, Horizon and the EMMA Application.
24. Recommend to the Team Leader improvements that could be made to the help desk service delivery.
25. Review and make recommendations to maintain building integrity, maintaining accurate records as required.
26. Liaise with MSP to follow through on approved work.
27. Liaise with senior management to ensure contracts remain compliant.
28. Assist in the compliance of existing Health and Safety policy, safe working practices.
29. Attend regular management meetings with in-house suppliers and note follow up actions as required.
30. Operate and maintain an effective filing system for the department.
31. Produce reports for all MSP performance.
32. Manage and maintain the ‘control of contractor’ register.
33. Manage and maintain stationary supplies for the Facilities Department.
34. Obtain monthly reports from various suppliers outlining the service used or provided.
35. Follow up on instructions to raise capital expenditure.
36. Follow through any changes to the disaster recovery plan.
37. Effective help desk service, follow up on requests and customer handling.
38. Effective MSP monitoring and follow up with suppliers to ensure standards are met.
39. Effective administrative support to the help desk and record keeping.
40. Effective teamwork, flow of information and multi-skilling to provide cover across team.
41. Resource Responsibilities: 4 indirect reports (covering Team Leader when out of office).
Who you’ll be:
1. Essential Knowledge, Skills and Experience in help desk service coordination.
2. Sufficient experience of providing a facilities or maintenance service in a busy organisation.
3. Some experience of working with contractors and suppliers and monitoring of service standards.
4. Understanding of compliance requirements and working with service level agreements.
5. Proven experience of delivering excellent customer care and service in a large organisation.
6. Experience of complaints handling and follow up procedures.
7. Enthusiasm and commitment to learn about and get involved in the department’s activities.
8. Relevant experience of working in a comparable administrative office based role.
9. Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative.
10. Prior Customer Service or Industry experience required.
11. Strong computer skills with competency in Microsoft Office and database packages.
12. Good attention to detail and ability to follow department procedures.
13. Good numeracy skills, ability to process invoices accurately and efficiently.
14. Strong command of written and spoken English.
15. Excellent telephone manner, common sense and the ability to communicate effectively at all levels.
16. 5 pass grades at GCSE or equivalent.
17. Experience of working in a call centre / help desk is essential.
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 building a better world at work.
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