Location: Birmingham
Salary: Competitive
Working Hours: 0800 to 1700 monday to Friday
Contract Type: Permanent Full Time
Benefits: 25 days holiday + BH, Online discount option + flexible benefits
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
- Raise purchase orders
- Managing customer meeting arrangements
- Any other duties, as requested by the management team
- To provide holiday cover for colleagues when required