Corporate Customer Service Team Leader

Posted on 02/03/2026

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Greater London

Management

Not Specified

Permanent Full Time

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Corporate Customer Service Team Leader

Role overview

Location: London

Salary: £32,779 per annum

Working Hours: Monday to Friday, either 8:00 to 17:00, or 9:00 to 18:00

Benefits: 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more.

Please note:

SIA SG licence preferred, but not essential as full training provided.
BS7858 and BPSS clearance to be obtained prior to start.
NSV clearance to CTC level - 3 year + resident in the UK for Security Screening purposes.
CTC clearance obtained during probation period.

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:

The day to day operation is diverse and requires the team to be flexible to not only accommodate the requests received from the building users, but also maintain the high standard of the building itself, and quality of service the building users. The Corporate Customer Service Team Leader will play a pivotal role in delivering this high quality service, by responding to building users and making physical contact as required.

The Corporate Customer Service Team Leader will facilitate the smooth running of the front of house facility, ensuring all queries are dealt with promptly and to a satisfactory conclusion. This role will be a part of the Customer Service team delivering key customer focused services to all building users and visitors. The highest degree of expertise in customer service and communication is required, to ensure all staff and visitors to the building are treated politely, professionally and efficiently, to ensure the best customer experience is consistently delivered in a knowledgeable and professional manner.

As part of the site information hub, the roles include meeting and greeting staff and visitors to the Estate, ensuring conference facilities are set up according to the customer requirement, trouble shooting audio visual issues to ensure all AV equipment is ready for use and taking room bookings. Additionally, the role will include the day to day operation of helpdesk, including logging accurate reactive information on the CAFM database.

About the role

What you'll do:

Carry out regular floor walks of the building to ensure any issues are proactively captured and resolved.
Deploy team appropriately to ensure service is delivered in line with the agreed SLA Deploy team appropriately to ensure service is delivered in line with the agreed SLA
Line manage and maintain the training, development and succession plans for all members of their team, proactively driving their continuous development and ensuring the performance bar is continually raised.
Ensure minimum manning levels are maintained to ensure operational delivery at all times.
Promote by example EMCOR’s values in all activities.
Operation of the conference room systems, room bookings (including ministerial meetings), ensure all audio visual equipment is operating correctly and rooms are set up to a high standard and according to the customer requirement.
Greet and meet all building users and visitors.
Demonstrate behavioural awareness of all staff and visitors to the building and respond calmly and in a friendly, helpful manner.
Provide knowledgeable and informed responses when dealing with customers. Be informed about the building and the surrounding area.
Be prepared to answer questions and deal with enquiries relating to the building, the visitor’s host and host organisation, the location of the meeting, the conference area and all other building related information and procedures.
Ensure all visitors to the building are made aware of the evacuation procedure and the assembly point.
Follow the process for signing visitors into the building quickly and efficiently, ensuring security processes are adhered to. Make contact with the host, leaving the date and time if leaving a message. Keep the visitor updated if they have to wait for their host.
Perform fire warden duties in the event of a building evacuation, to ensure the building is cleared in a swift and efficient manner. Provide reassurance to staff throughout the process and assist in the reoccupation of the building once the all clear is given.
Actively participate and assist as directed/ required in business continuity situations (e.g. communications, directions to hot desks, alternative working arrangements and locations, other ad hoc arrangements).
Develop and maintain relationships with all client and ALB departments, particularly including FM representatives and receptionists.
Assist the security officers in maintaining the security of the building and be alert to activity in the area. Assist in the provision of high visibility guarding in the reception area, and report anything suspicious to the security supervisor or OCEM.
Maintain visitor records to ensure accurate management information is available on request, including number of visitors to the building, department and host details.
Support the facilities team ensuring a one team approached is adopted.
Assist in the management of meeting and conference rooms, including follow up reminders to maximise availability.
Provide administration support to the OCEM as required, including logging/ closure of on demand reactive tasks.
The role demands ability to multi- task and demonstrate flexibility in the approach to work.
Be conversant with all statutory and EMCOR policies and procedures and ensure compliance at all times.
A true team player as this role will be fully integrated alongside other internal and external staff in the sites information hub delivering a seamless service regardless of the enquiry
Play an active role in ad hoc duties such business continuity, building evacuation procedures, building communication and signage.

Who you'll be:

Experience of visitor management, telephone and helpdesk systems.
SIA licence/ security guarding experience very advantageous.
Conflict resolution training/ experience.
Fire warden and first aider training and experience very advantageous.
Able to work autonomously and maintain the highest standards – must be able to work on own
initiative.
Ability to multi-task and manage time effectively.
Good all round knowledge of the building services operation.
Excellent people skills, including good listening skills and behavioural awareness.
Sound organisational skills and the ability to prioritise.
First class communication skills.
Flexibility to provide coverage of other aspects of the service delivery across the account.
Excellent IT skills.
Smart, presentable appearance at all times

EMCOR UK benefits

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
Discount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown cover
Bike To Work Scheme
Health cash plan - Benefits covered include optical, physiotherapy and a health & wellbeing
Dental scheme
Access to health assessments
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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