Service Delivery Co-Ordinator

Emcor Uk; Chandler's Ford, Eastleigh; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Help Desk Coordinator to enhance their facilities management services. In this pivotal role, you will act as the first point of contact for customers, ensuring efficient handling of requests and maintaining high service standards. Your responsibilities will include managing job logs, liaising with clients, and providing essential administrative support. This position offers a dynamic work environment where you can grow your skills while contributing to a mission of creating better workplaces. Join us and be part of a team that values diversity and fosters a culture of respect and equity.

Benefits

25 days holidays + Bank holidays

Holiday Buy Scheme

Industry-leading Maternity & Paternity Policies

Refer a Friend scheme (£500 per referral)

GEMS recognition scheme

Flex Benefits

Bike To Work Scheme

Paid volunteering days

Medicash health plan

Employee Assistance Programme

Qualifications

• Experience in facilities or maintenance service coordination.
• Strong customer care skills and ability to handle complaints.
• Proficient in Microsoft Office and database management.

Responsibilities

• Serve as the primary contact for internal and external customers.
• Manage job statuses and ensure compliance with KPIs.
• Provide administrative support and coordinate with service engineers.

Skills

Customer Care

Communication Skills

Organizational Skills

Microsoft Office

Attention to Detail

Time Management

Education

Minimum 5 GCSE passes or equivalent

Tools

CAFM System

JDE Finance System

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Working hours: 8-5 Monday to Friday, 40 Hours per week

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.

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 providing administrative support to the wider operational and non-operational areas of the business.

Duties:

1. Provide a first-line contact for internal and external customers/contractors.
2. Manage client platform to ensure the fault log is dealt with effectively, taking ownership of jobs that you have logged.
3. Ensure life safety systems and statutory inspections are completed as per legal compliance and SLA/KPI required times.
4. Communicate attendance info to customers and engineers when jobs are scheduled.
5. Ensure that job packs within your area are complete and ready for billing, including PO, Quote, CVI, SMR, and email communications.
6. Update job statuses, chase subcontractors for delivery dates and service completion sheets, and update customers as required.
7. Process jobs on the in-house finance system (JDE) to enable invoicing.
8. Liaise with clients to escalate out-of-line incidents.
9. Ensure EMCOR meets contractual KPIs and SLAs.
10. Raise Purchase Orders as required.
11. Administer PPMs and Reactive control to Service Engineers through the in-house System, ensuring completion within one month of the allocated date.
12. Monitor EMCOR email system and respond to queries and client requests.
13. Coordinate faults, schedule to engineers, and communicate with customers.
14. Review all paperwork received from engineers and raise follow-on or new jobs for further action.
15. Perform other duties as requested by the Management Team within reason to suit the changing needs of the business.

Service Monitoring:

1. Assist the Customer Service Manager in monitoring service standards.
2. Monitor active jobs logged on the helpdesk, including the CAFM system and EMMA Application.
3. Recommend improvements to the help desk service delivery to the Customer Service Manager.
4. Review and make recommendations to maintain building integrity, maintaining accurate records as required.
5. Operate and maintain effective filing systems for the department.
6. Produce reports for management as required.
7. Ensure effective help desk service, follow up on requests, and handle customer interactions professionally.
8. Provide effective administrative support to the help desk and maintain records.
9. Promote effective teamwork, information flow, and multi-skilling to provide coverage across the team.

Person Specification:

Essential Knowledge, Skills, and Experience in help desk service coordination:

• Sufficient experience in providing a facilities or maintenance service in a busy organisation.
• Experience working with contractors and suppliers, monitoring service standards.
• Proven experience delivering excellent customer care in a large organisation.
• Enthusiasm and commitment to learn about departmental activities.
• Ability to prioritise workload, work under pressure, and demonstrate organisational proficiency and initiative.
• Strong computer skills, including Microsoft Office and database packages.
• Good attention to detail and ability to follow procedures.
• Good numeracy skills, with the ability to process invoices accurately.

Communication Skills:

• Ability to deal tactfully, calmly, and effectively with a wide range of people.
• Customer care skills, especially when dealing with irate callers.
• Strong command of written and spoken English.
• Excellent telephone manner, common sense, and effective communication at all levels.
• Ability to write clear, customer-focused letters.
• Ability to work effectively as part of a team.
• Minimum 5 GCSE passes or equivalent.
• Experience working in a call centre/help desk is essential.
• Good IT skills, including Word, Excel, and PowerPoint.
• Ability to work under pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Good timekeeping.
• Prior customer service or industry experience is required.

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.

Benefits include 25 days holidays + Bank holidays, Holiday Buy Scheme, Industry-leading Maternity & Paternity Policies, Refer a Friend scheme (£500 per referral), GEMS recognition scheme, access to Flex Benefits, Bike To Work Scheme, paid volunteering days, Medicash health plan, Employee Assistance Programme, and more.