Helpdesk Team Leader

EMCOR UK; Birmingham; On-site; GBP 30,852 - 37,708; Full time

Benefits offered by this job

25 Days holidays + Bank holidays

Bike To Work Scheme

Refer a Friend scheme

Health cash plan

Employee Assistance Programme

Job summary

EMCOR UK is seeking a Helpdesk Supervisor for the BBC Birmingham Mailbox to lead the account help desk service, delivering reactive and proactive task handling with top‑level customer service.

You will monitor contractual compliance, supervise the team, manage CAFM, coordinate faults and engineers, and liaise with clients to resolve incidents while ensuring delivery requirements are met and supporting holiday cover.

Qualifications

• Experience in help desk management and CAFM systems.
• Strong customer service and negotiation skills.
• Excellent planning and organisation ability.
• Confident communication with staff, suppliers and customers at all levels.

Responsibilities

• Take overall daily responsibility and ownership of the helpdesk.
• Supervise the team and ensure all reactive work orders are responded to within timelines.
• Instil a culture of customer service excellence.
• Manage CAFM to ensure work orders are dealt with effectively.
• Coordinate faults, schedule engineers and communicate with customers.
• Liaise with clients to escalate out-of-line incidents.
• Ensure EMCOR UK meets the contractual delivery requirements.
• Raise purchase orders and manage customer meeting arrangements.
• Provide holiday cover for colleagues when required.

Skills

Customer service

Team supervision

Planning

Organisational skills

Communication skills

Negotiation

Microsoft Office

CAFM system

Multitasking

Resilience under pressure

Tools

CAFM software

MS Office

Job description

Working Hours: 8:00‑17:00 Monday‑Friday, supporting 2x shift patterns

Contract Type: Permanent, Full Time

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 Overview

Location: BBC Birmingham Mailbox

Salary: £34,280 pa + Overtime

Active supervision of the account help desk service, always providing an excellent level of customer service in the delivery of reactive and proactive task handling.

Monitoring of service provided to ensure contractual compliance.

What You’ll Do

• Take overall daily responsibility and ownership of the helpdesk
• Supervise the team and ensure all reactive work orders are responded to within timelines
• Instil a culture of customer service excellence
• Manage CAFM to ensure work orders are dealt with effectively
• Monitor and respond accordingly to queries and client requests
• Co‑ordinate faults, schedule engineers and communicate with customers
• Liaise with clients to escalator out‑of‑line incidents
• Ensure EMCOR UK meets the contractual delivery requirements
• Raise purchase orders
• Manage customer meeting arrangements
• Any other duties, as requested by the management team
• Provide holiday cover for colleagues when required

About The Role

Who you’ll be:

• Both verbal and written communication should be excellent
• Excellent customer service skills including handling of issues and negotiation skills
• Planning and organisation skills
• Ability to be resilient under pressure and be able to converse confidently with staff, suppliers, and customers at all levels
• Computer‑literate with Microsoft Office knowledge
• Knowledge and experience in the operation of a CAFM system advantageous
• Ability to multitask and manage time effectivelyPersonable and approachable

EMCOR UK 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 & wellbeing
• Employee Assistance Programme – Offering guidance and advice on Personal, Health, Legal and Financial queries.

Equal Opportunity

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 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.