Service Delivery Co-Ordinator

Overview

Help desk coordinator handling facility faults, scheduling engineers, and admin support.

Key Responsibilities

• job tracking
• help desk
• fault management
• reporting
• po management
• system monitoring

Tasks

-Review and make recommendations to maintain building integrity, maintaining accurate records as required. -Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required. -Produce reports for all management team when required -Provide a first line contact for internal and external customers/contractors. -Ensuring EMCOR meet the contractual KPI’s and SLA’s. -Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action. -To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged. -Liaising with Clients to escalate out of line incidents. -Effective help desk service, follow up on requests and customer handling -Operate and maintain an effective filing system for the department. -Assist the Customer Service Manager to monitor service standards -When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer. -Monitor EMCOR email system and respond accordingly to queries and client requests. -Recommend to the Customer Service Manager improvements that could be made to the help desk service delivery -Raise Purchase Orders as and when required. -Ensure that job packs within your area are complete and ready for billing. Job packs must include PO/ Quote/ CVI/SMR/ email communications. -Monitor the active jobs logged on with the helpdesk, to include the CAFM system, and the EMMA Application. -Process and job on the in house finance system (JDE) to enable invoicing -Administer PPM’s and Reactive control to Service Engineers through in-house System and are carried out within one month of the allocated date -Coordinate faults, schedule to engineers, communicate with customers.

Requirements

• microsoft office
• call centre
• gcse
• customer care
• teamwork
• it skills

What You Bring

-Ability to write clear, informative, customer focussed letters in a style appropriate to the reader -Excellent telephone manner. -Sufficient experience of providing a facilities or maintenance service in a busy organisation -Effective administrative support to the help desk and record keeping -Strong computer skills with competency in Microsoft Office and database packages; -Effective teamwork, flow of information and multi-skilling to provide cover across team -Ability to work effectively as part of a team -Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative -Good IT skills including Word, Excel and PowerPoint. -Experience of working in a call centre / help desk is essential. -Some experience of working with contractors and suppliers and monitoring of service standards -Strong command of written and spoken English -Proven experience of delivering excellent customer care and service in a large organisation -5 pass grades at GCSE or equivalent. -Excellent communication skills. -Enthusiasm and commitment to learn about and get involved in the department’s activities Administration -Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times -Good attention to detail and ability to follow department procedures -Excellent telephone manner, common sense and the ability to communicate effectively at all levels -Prior Customer Service or Industry Experience Required. -Good numeracy skills, ability to process invoices accurately and efficiently Communication Skills -Able to work under pressure and to defined deadlines. -Customer care in dealing with irate callers with tact and diplomacy -The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation -Able to work as part of a larger team and independently.

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Benefits

-25 Days holidays + Bank holidays -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. -Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries. -Bike To Work Scheme -Paid volunteering and charity days -Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing. -Holiday Buy Scheme - up to 5 days a year -Refer a Friend scheme – worth £500 per referral

About Emcor Uk

-Founded as a pioneering force in the facilities management industry, EMCOR UK has evolved into a trusted partner for a wide range of sectors. -With a robust portfolio in engineering and energy services, EMCOR UK excels in providing sustainable and innovative solutions to complex challenges. -Their expertise spans across commercial, residential, and industrial properties, offering tailor-made solutions that meet unique client needs. -EMCOR UK is known for delivering high-value projects, including critical infrastructure, energy-efficient systems, and comprehensive maintenance services. -The company is part of the global EMCOR Group, leveraging international resources while maintaining a strong local presence in the UK. -Recent standout projects include transforming energy use in large commercial facilities and providing state-of-the-art utilities management for both private and public sectors.

Sector Specialisms