Helpdesk Operator

EMCOR UK; Crook of Devon; On-site; GBP 9,981 - 12,200; Full time

Benefits offered by this job

25 days holiday + 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

Extensive learning & development opportunities

Access to flex benefits

Bike to work scheme

Paid volunteering and charity days

Employee assistance programme

Job summary

EMCOR UK is hiring for a role focused on being a point of contact for customers, employees, and suppliers to facilitate work order requests. The role is customer-facing, requiring effective communication, multitasking abilities, and adherence to high standards of customer service.

Key responsibilities include answering queries, scheduling repairs, and maintaining strong relationships with stakeholders. The position offers 25 days holiday plus additional benefits in a supportive, diverse work environment.

Qualifications

• Practical experience in an FM operational environment is preferable.
• Computer literate.
• Ability to communicate effectively and build relationships at all levels.

Responsibilities

• Answer telephone calls from the customer in a polite and friendly manner.
• Book operatives on site following the access process.
• Liaise with subcontractors and operatives to schedule appointments.

Skills

Practical experience in an FM operational environment

Computer literate

Ability to communicate effectively and build relationships

Personable and approachable

Highly organized

Calm under pressure

Job description

Salary: £11,091

Working hours: 16 hours per week (10:00 - 13:00 or 14:00 - 17:00)

25 days holiday plus Bank Holidays, EMCOR FLEX Benefits

Contract Type: 6 month Fixed Term Contract

Location: Paignton, Devon

Role Overview

To be a point of contact for customers, EMCOR UK employees and third‑party suppliers for placing work order requests. Role includes answering queries, logging requests and liaising with relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service.

What You’ll Do

• Answer telephone calls from the customer in a polite and friendly manner, answering queries, taking relevant information and raising jobs.
• Book operatives on site following the access process.
• Liaise with subcontractors and operatives to schedule appointments/repairs.
• Ensure those completing work orders have the correct information required to complete the job.
• Prioritise emergency works.
• Build positive relationships with the wider team.
• Effectively administer the CAFM system in relation to PPM and reactive maintenance on the contract as well as new works requests.
• Adhere to account document management processes and ensure all compliance paperwork is stored correctly.

Drive Operational Excellence

• Answer queries promptly and respectfully.
• Ensure data is updated on a regular basis.
• Perform administrative duties.
• Ensure that any reported breakdowns and tasking requests are recorded correctly.
• Maintain clear and effective lines of communication with facility staff and end‑user community.
• Ensure that our client receives excellent customer service.
• Undertake customer satisfaction questionnaires of completed works and record the feedback. If the feedback is negative, forward to the appropriate manager for further action.

Who you’ll be

• Practical experience in an FM operational environment is preferable.
• Computer literate.
• Ability to communicate effectively and build relationships at all levels.
• Personable, approachable, flexible attitude and a good collaborator.
• Highly organised.
• Calm under pressure and able to multi‑task effectively.

Benefits

• 25 days holiday + 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.
• 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 building a better world at work.