At a Glance
- Tasks: Be the first point of contact for customers and manage service requests efficiently.
- Company: Join EMCOR UK, a leader in innovative facilities management.
- Benefits: Enjoy 25 days holiday, health cash plan, and extensive learning opportunities.
- Other info: Diverse and inclusive workplace with great career progression.
- Why this job: Make a real difference in customer care while developing your skills.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30056 - 30056 £ per year.
Salary: £30,056
Working hours: Monday - Friday, 08:00 - 17:00
Contract Type: Permanent Full Time
Benefits: 25 days holiday + BH, Health Cash Plan, Discount Shopping, reduced cost gym, days out, learning & development opportunities, paid volunteering days + many more.
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
- 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 the legal compliance and SLA/KPI required times.
- Ensure that job packs within your area are complete and ready for billing.
- Change status on open jobs, chase subcontractor for both delivery dates for parts and service completion sheets and update customers as required.
- Process and job on the in-house finance system (JDE) to enable invoicing.
- Liaise with Clients to escalate out of line incidents.
- Ensure EMCOR meet the contractual KPI’s and SLA’s.
- Raise Purchase Orders as and when required.
- Monitor EMCOR email system and respond accordingly to queries and client requests.
- Coordinate faults, schedule to engineers, communicate with customers.
- Implement new Service Contracts including setting up contracts on the central database, assisting implementation of PPM control and delivering information to key personnel.
- Undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
- Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
- Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the Health & Safety Manager.
- Attend regular management meetings with in-house suppliers and note follow up actions as required.
- Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider.
- Obtain monthly reports from various suppliers outlining the service used or provided.
About The Role
- Experience of working with contractors and suppliers and monitoring of service standards.
- Understanding of compliance requirements and working with service level agreements.
- Proven experience of delivering excellent customer care and service in a large organisation.
- Experience of complaints handling and follow up procedures.
- Relevant experience of working in a comparable administrative office based role.
- Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry.
- Excellent telephone manner.
- Excellent communication skills.
- Experience of working in a call centre / help desk.
- Prior Customer Service or Industry experience required.
EMCOR UK 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.
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.
Help Desk Coordinator - Facilities & Customer Care in Eastleigh employer: EMCOR UK
At EMCOR UK, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and development. With a comprehensive benefits package including 25 days of holiday, health cash plans, and extensive learning opportunities, we empower our team to thrive both personally and professionally. Located in a dynamic environment, our commitment to diversity and inclusion ensures that every voice is valued, making EMCOR UK a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Coordinator - Facilities & Customer Care in Eastleigh
✨Tip Number 1
Get to know the company! Research EMCOR UK and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Help Desk Coordinator, you'll need to handle queries and complaints effectively. Role-play with a friend or use online resources to sharpen your listening and problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current or former EMCOR employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at the company. You never know who might help you get your foot in the door!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the EMCOR team.
We think you need these skills to ace Help Desk Coordinator - Facilities & Customer Care in Eastleigh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Help Desk Coordinator role. Highlight your experience with customer service, compliance, and working with contractors, as these are key aspects of the job.
Show Off Your Skills:Don’t forget to showcase your strong computer skills and proficiency in Microsoft Office. Mention any relevant database experience too, as this will help us see how you can hit the ground running.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your qualifications and experiences quickly.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at EMCOR UK
✨Know Your Stuff
Before the interview, make sure you understand EMCOR UK's mission and values. Familiarise yourself with their approach to facilities management and customer care. This will help you align your answers with what they prioritise, showing that you're genuinely interested in the role.
✨Showcase Your Customer Care Skills
Since the role involves a lot of customer interaction, prepare examples from your past experiences where you've successfully handled complaints or queries. Use the STAR method (Situation, Task, Action, Result) to structure your responses, making it clear how you can deliver excellent service.
✨Be Ready for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to troubleshoot issues or manage multiple tasks under pressure. Highlight your effective listening and questioning skills, as these are crucial for the Help Desk Coordinator position.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
