Help Desk Coordinator - Siemens

• Provide a first line contact for internal and external customers/contractors.
• Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
• To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
• Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
• Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications.
• Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
• Process and job on the in house finance system (JDE) to enable invoicing
• Liaising with Clients to escalate out of line incidents.
• Ensuring EMCOR meet the contractual KPI’s and SLA’s.
• Raise Purchase Orders as and when required.
• Monitor EMCOR email system and respond accordingly to queries and client requests.
• Coordinate faults, schedule to engineers, communicate with customers.
• Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
• To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
• Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action
• Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the, Health & Safety Manger.
• Attend regular management meetings with in-house suppliers and note follow up actions as required
• Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider.
• Obtain monthly reports from various suppliers outlining the service used or provided.

• Experience of working with contractors and suppliers and monitoring of service standards
• Understanding of compliance requirements and working with service level agreements
• Proven experience of delivering excellent customer care and service in a large organisation
• Experience of complaints handling and follow up procedures
  
• Relevant experience of working in a comparable administrative office based role
  
• Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
  
• Excellent telephone manner
• Excellent communication skills
• Experience of working in a call centre / help desk
  
• Prior Customer Service or Industry experience required

• 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 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.