Location: Thorpe Wood House, Peterborough
Salary: £24,960 per annum
Working hours: 8am - 5pm Monday to Friday
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
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
- To 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, tasks include;
- Answer queries promptly and respectfully.
- Ensure data is updated on a regular basis.
- Administrative duties
- 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.