At a Glance
- Tasks: Be the go-to person for customer queries and work order requests.
- Company: Join EMCOR UK, a leader in innovative facilities management.
- Benefits: Enjoy competitive pay, flexible benefits, and a supportive work environment.
- Other info: Diverse and inclusive culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by enhancing workplace experiences and customer satisfaction.
- Qualifications: Experience in facilities management and strong communication skills preferred.
The predicted salary is between 32400 - 54000 £ per year.
Working hours: Monday to Friday, shifts of either 7:00 to 16:00, or 8:00 to 17:00. Contract Type: Permanent Full Time.
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.
Role overview: To be a point of contact for customers, EMCOR UK employees and third-party suppliers for placing work order requests. Role includes answering queries, logging requests and liaising with the relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service.
What you’ll do:
- Work order management: Answer telephone calls from the customer in a polite and friendly manner, answering queries, taking relevant information and raising jobs.
- Booking operatives on site following the access process.
- Liaise with subcontractors and operatives to schedule appointments/repairs.
- Ensure those completing work orders have the correct information required to complete the job.
- Prioritise emergency works.
- Build positive relationships with the wider team.
- Effectively administer the CAFM system in relation to PPM and reactive maintenance on the contract as well as new works requests.
- Adhere to account document management processes and ensure all compliance paperwork is stored correctly.
- Drive operational excellence across the portfolio and meet/exceed expectations.
- Answer queries promptly and respectfully.
- Ensure data is updated on a regular basis.
- Ensure that any reported breakdowns and tasking requests are recorded correctly.
- Maintain clear and effective lines of communication with facility staff and end user community.
- Ensure that our client receives excellent customer service.
- Undertake customer satisfaction questionnaires of completed works and record the feedback.
- Where the feedback is negative, forward to the appropriate Manager for further action.
About the role: Who you’ll be:
- Practical experience in an FM operational environment is preferable.
- Candidate must be computer literate.
- The ability to communicate effectively and build relationships at all levels.
- Personable, approachable, flexible attitude and a good collaborator.
- Highly organised.
- Calm under pressure and able to multi-task effectively.
Benefits include:
- 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.
- 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.
Helpdesk Operator 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. Our Helpdesk Operators benefit from a range of perks including a Holiday Buy Scheme, industry-leading parental policies, and access to Flex Benefits, all while working in a diverse and inclusive environment that fosters collaboration and innovation. With opportunities for personal growth and a commitment to creating a better workplace, EMCOR UK is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Operator
✨Tip Number 1
First things first, make sure you know the company inside out. Research EMCOR UK and understand their values, mission, and the role of a Helpdesk Operator. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
When you get that interview, be ready to showcase your communication skills. As a Helpdesk Operator, you'll need to be personable and approachable. Practice answering common questions while keeping a friendly tone – it’s all about building those positive relationships!
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer! Ask about their approach to customer service or how they handle emergency works. This shows that you’re not just there to answer questions but are also keen to engage and learn more about the role.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and comfortable with the systems we use. Let’s get you on board at EMCOR UK!
We think you need these skills to ace Helpdesk Operator
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Helpdesk Operator role. Highlight your relevant experience in facilities management and customer service, as this will show us you understand what we're looking for.
Show Off Your Communication Skills:Since this role involves liaising with customers and team members, it's crucial to demonstrate your communication skills. Use clear and friendly language in your application to reflect how you'd interact with others at EMCOR UK.
Highlight Your Organisational Skills:Being organised is key for a Helpdesk Operator. Share examples of how you've managed multiple tasks or prioritised work in previous roles. This will help us see that you can handle the demands of the job.
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. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at EMCOR UK
✨Know the Company Inside Out
Before your interview, take some time to research EMCOR UK. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Service Skills
As a Helpdesk Operator, excellent customer service is key. Prepare examples from your past experiences where you successfully handled customer queries or resolved issues. Highlight your ability to remain calm under pressure and how you build positive relationships.
✨Familiarise Yourself with the Role
Review the job description thoroughly and be ready to discuss how your skills align with the responsibilities listed. Be prepared to talk about your experience with work order management and any relevant software you’ve used, especially if it relates to CAFM systems.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and what success looks like in this role. This shows that you’re not just interested in the job, but also in how you can contribute to the team.
