AddressDuties/Responsibilities
Location: Eastleigh, Hampshire
Salary: Up to £25,500 DOE
Hours: Mon to Fri 0800 to 1700
Benefits: 25 days holiday + BH, retail discounts, employee assistance programme and other flexible benefits
Job Purpose:
To be the ‘point of contact’ for EMCOR Group UK on a high profile. Contract by receiving calls via the EMCOR Helpdesk and to provide administrative support to the wider operational and non-operational areas of the business.
Duties:
Provide a first line contact for internal and external customers/contractors.
- 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
- When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
- 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.
Administer PPM’s and Reactive control to Service Engineers through in-house System and 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, communicate with customers.
- Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
- Any other duties as requested by the Management Team within reason to suit the changing needs of the business.
Service monitoring
- Assist the Customer Service Manager to monitor service standards
- Monitor the active jobs logged on with the helpdesk, to include the CAFM system, and the EMMA Application.
- Recommend to the Customer Service Manager improvements that could be made to the help desk Service Delivery
- Review and make recommendations to maintain building integrity, maintaining accurate records as required.
- Administration working to help desk standard procedures:
- Operate and maintain an effective filing system for the department.
- Produce reports for all management team when required
Key deliverables
- Effective help desk service, follow up on requests and customer handling
- Effective administrative support to the help desk and record keeping
- Effective teamwork, flow of information and multi-skilling to provide cover across team
Person Specification
Essential Knowledge, Skills and Experience help desk service coordination
- Sufficient experience of providing a facilities or maintenance service in a busy organisation
- Some experience of working with contractors and suppliers and monitoring of 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 Administration
- Ability to prioritise workload, to 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 Communication Skills
- 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 focussed letters in a style appropriate to the reader
- Ability to work effectively as part of a team
- 5 pass grades at GCSE or equivalent.
- Excellent telephone manner.
- Excellent communication skills.
- 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.
