Facilities Administrator - Helpdesk

EMCOR UK; Horsham; On-site; GBP 30,500 - 34,750; Full time

Benefits offered by this job

Holiday buy scheme

Maternity/Paternity policies

Refer a Friend £500

GEMS vouchers

Learning & Development

Flex benefits

Bike To Work

Volunteer days

Medicash health plan

Employee Assistance Programme

Job summary

EMCOR UK in Horsham is seeking a proactive Facilities Helpdesk Administrator to manage client requests, raise PPMs and Work Orders in our CAFM system, and help ensure KPIs are met.

You will coordinate with suppliers, handle invoices and orders, and maintain accurate records while delivering excellent customer service in a busy environment. This permanent role offers a supportive team and clear progression opportunities.

Qualifications

• Experience delivering excellent customer service in a client-facing environment.
• Ability to work in a busy, diverse environment with accuracy.
• Proficient in CAFM systems and MS Office suite.

Responsibilities

• Identify client requirements via telephone, portal, and email and raise Work Orders in a CAFM system.
• Progress tasks with colleagues and suppliers to meet SLAs.
• Record and respond to compliments and complaints.
• Produce quotations, chase approvals and issue Purchase Orders to subcontractors.
• Maintain CAFM work order records and ensure timely closure.
• Support invoicing and handle paperwork for the facilities team.
• Act as Fire warden and contribute to safety responsibilities.
• Liaise with internal teams and subcontractors to ensure timely, compliant service.

Skills

Customer service

CAFM System

MS Outlook

MS Word

MS Excel

MS PowerPoint

Organisational skills

Communication skills

Attention to detail

Problem solving

Tools

CAFM System

Job description

Role Overview

Salary: £30,500 per annum

Working hours: Monday to Friday, 8:00 to 17:00

Location: Horsham

Job Type: Permanent Full Time

What You’ll Do

• Identify client requirements through telephone, Request Portal, and e‑mail communications. Raise and manage to completion PPM and reactive Work Orders in a CAFM System to deliver KPIs.
• Progress both colleagues and suppliers to ensure that EMCOR UK SLAs are met.
• Record and respond to Compliments and Complaints.
• Produce Quotations, chase approvals and arrange for work to be carried out via raising Purchase Orders to subcontractors and arranging for access to Site.
• Maintain and update the CAFM Work Order Records to ensure complete clarity of job progress, manage Work in Progress and ensure timely closure.
• Achieve closure of Work Orders to financial deadlines to ensure prompt payment.
• Take ownership for managing Work Orders from the first telephone call through to client feedback following completed works and manage electronic filing.
• Use your knowledge of a facilities environment to assign the best resources to the type of work being requested, overcome obstacles to completion, and proactively update stakeholders on the progress of works.
• Identify improvements to standard procedures to ensure that controls exist, and information is shared to proactively protect against risks/service failure.
• Develop strong relationships with the client, direct customers, colleagues, and subcontractors, sharing knowledge and experience with the wider team.
• Support the Operational Teams with potential complaint situations and make effective steps to avoid and/or resolve these situations and issue reporting in a timely manner, improving performance by identifying individual or trending issues or gaps in service.
• To comply with instructions relating to security and confidentiality.
• Support Finance Administrator with invoicing – monthly service and extra works.
• Maintain paperwork and folder associated with facilities department – timesheets, delivery notes.
• Ordering of goods for office services – uniform, cleaning consumables & equipment, stationery, H&S items etc.
• Support the facilities team during busy periods or sickness/annual leave in room set‑ups, post room duties, taking deliveries etc.
• Act as Fire warden and first aider – full training to be provided.
• Excellent planning and organisational skills with experience of working under pressure.
• Distribute tasks from the help desk to the relevant facilities team.
• Close tasks down after completion by the facilities team.
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re‑issue tasks as required.
• Carry out monitoring of Agility data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s.
• This list is not exhaustive, and you may be asked to carry out additional duties from time to time to support the needs of the business.

Who You’ll Be

• Experience of delivering excellent customer service in a client facing environment.
• Experience of working in a diverse, busy, and challenging environment.
• Result driven and the ability to plan, organise and work independently.
• Effective organisational skills.
• Excellent written and verbal communication skills.
• Excellent attention to detail and understanding of numerical data.
• Experience in managing complex administration using a CAFM System or equivalent.
• Advanced knowledge of MS Outlook, Word, Excel & PowerPoint.
• Takes ownership and accountability and demonstrates commitment, loyalty, and flexibility.
• Knowledge of work permit process and clear understanding of risk Assessments and Method Statements.

Benefits

• 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.