Helpdesk Operator

EMCOR UK; Greater London; On-site; GBP 29,000; Full time

Job summary

A facilities management company in Eastleigh, Hampshire is hiring a customer-focused candidate for a full-time role. The candidate will manage work orders, ensure timely service delivery, and maintain excellent customer communication. Responsibilities include liaising with customers and subcontractors and overseeing service requests via CAFM systems. Benefits include flexible shopping discounts, extensive learning opportunities, and industry-leading parental policies. This is a chance to join a diverse team committed to enhancing workplace experiences.

Benefits

25 days holidays + Bank holidays

Holiday Buy Scheme

Industry leading Maternity & Paternity Policies

Refer a Friend scheme

Employee Assistance Programme

Qualifications

• Practical experience in an FM operational environment is preferable.
• Candidate must be computer literate.
• The ability to communicate effectively and build relationships at all levels.

Responsibilities

• Be a point of contact for customers and suppliers for placing work order requests.
• Ensure works are completed in a timely manner.
• Effectively administer the CAFM system related to maintenance and new works requests.

Skills

Customer service

Communication skills

Organizational skills

Problem-solving

Multi-tasking

Job description

Role Overview

Location: Eastleigh, Hampshire

Salary: £28,087 per annum + EMCOR Flex Benefits

Working hours: 0800-1700 or 0700-1600, 40 hours, Monday-Friday

Contract Type: Permanent, Full Time

Benefits: 25 days holidays + Bank holidays - Discount Shopping, Gym, Days Out, Extensive Learning & Development opportunities - including opportunities for progression, Company Pension Scheme, Company Sick Pay.

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 Description

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 the relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service.

What You’ll Do

Work Order Management

• Answer telephone calls from the customer in a polite and friendly manner, answering queries, taking relevant information and raising jobs.
• Booking 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.
• 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. Where the feedback is negative, forward to the appropriate Manager for further action.

About the Role

Who You’ll Be

• Practical experience in an FM operational environment is preferable.
• Candidate must be computer literate.
• The 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 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  well‑being.
• Employee Assistance Programme – Offering guidance and advice on Personal, Health, Legal and Financial queries.

Diversity & Inclusion

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.

Join us in building a better world at work.