Helpdesk Team Leader

Working Hours: 0800 to 1700 Monday to Friday

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. 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:

Active supervision of the account help desk service, always providing an excellent level of customer service in the delivery of reactive and proactive task handling. Monitoring of service provided to ensure contractual compliance.

What you\’ll do:

• To take overall daily responsibility and ownership of the helpdesk
• To supervise the team and ensure all reactive work orders are responded to within timelines
• Instil a culture of customer service excellence
• To manage CAFM to ensure work orders are dealt with effectively
• Monitor and respond accordingly to queries and client requests
• Co-ordinate faults, schedule to engineers and communicate with customers
• Liaising with Clients to escalate out of line incidents
• Ensuring EMCOR UK meet the contractual delivery requirements
• Managing customer meeting arrangements
• Any other duties, as requested by the management team
• To provide holiday cover for colleagues when required

Person Specification

Who you\’ll be:

• Both verbal and written communication should be excellent
• Excellent customer service skills including handling of issues and negotiation skills
• Planning and organisation skills
• Ability to be resilient under pressure and be able to converse confidently with staff, suppliers, and customers at all levels
• Computer literate with Microsoft Office knowledge
• Knowledge and experience in the operation of a CAFM system advantageous
• Ability to multitask and manage time effectively
• Personable and approachable

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
• 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.

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