Service Delivery Co-Ordinator in Surbiton

Location: Eastleigh, Hampshire

Salary: £27,500

Working Hours: Monday - Friday, 08:00 - 17:00 (40 hours per week)

Contract Type: Fixed Term Contract (18 months)

Benefits: 25 days holiday plus Bank Holidays, FLEX Benefits, refer a friend scheme, bike to work and lots 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.

Role Overview:

To be the ‘point of contact’ for EMCOR Group UK on a high profile contract by receiving calls via the EMCOR Helpdesk and providing administrative support to the wider operational and non-operational areas of the business.

What you’ll do:

• Provide a first line contact for internal and external customers/contractors.
• 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.
• Communicate attendance info to the customer and engineer when an engineer is scheduled to a job.
• Ensure that job packs within your area are complete and ready for billing, including PO/Quote/CVI/SMR/email communications.
• Change status on open jobs, chase subcontractors for delivery dates for parts and service completion sheets, and update customers as required.
• Process jobs on the in-house finance system (JDE) to enable invoicing.
• Liaise with clients to escalate out of line incidents.
• Ensure EMCOR meets the contractual KPI’s and SLA’s.
• Raise Purchase Orders as required.
• Administer PPM’s and Reactive control to Service Engineers through in-house System and ensure they are carried out within one month of the allocated date.
• Monitor EMCOR email system and respond accordingly to queries and client requests.
• Coordinate faults, schedule to engineers, and communicate with customers.
• Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
• Perform any other duties as requested by the Management Team within reason to suit the changing needs of the business.
• Assist the Customer Service Manager to monitor service standards.
• Monitor the active jobs logged on with the helpdesk, including the CAFM system and the EMMA Application.
• Recommend improvements to the Customer Service Manager regarding the help desk service delivery.
• Review and make recommendations to maintain building integrity, maintaining accurate records as required.
• Operate and maintain an effective filing system for the department.
• Produce reports for all management team when required.
• Provide effective help desk service, follow up on requests and customer handling.
• Provide effective administrative support to the help desk and record keeping.
• Encourage effective teamwork, flow of information, and multi-skilling to provide cover across the team.

Who you’ll be:

• Sufficient experience of providing a facilities or maintenance service in a busy organisation.
• Some experience of working with contractors and suppliers and monitoring service standards.
• Proven experience of delivering excellent customer care and service in a large organisation.
• Enthusiasm and commitment to learn about and get involved in the department’s activities.
• Ability to prioritise workload, work under pressure with a high level of organisational proficiency and initiative.
• Strong computer skills with competency in Microsoft Office and database packages.
• Good attention to detail and ability to follow department procedures.
• Good numeracy skills, ability to process invoices accurately and efficiently.
• The ability to deal tactfully, calmly, and effectively with a wide range of people from within and outside the organisation.
• Customer care in dealing with irate callers with tact and diplomacy.
• Strong command of written and spoken English.
• Excellent telephone manner, common sense, and the ability to communicate effectively at all levels.
• Ability to write clear, informative, customer-focused letters in a style appropriate to the reader.
• Ability to work effectively as part of a team.
• 5 pass grades at GCSE or equivalent.
• 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.
• Good timekeeper.
• 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 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.