Customer Performance Manager at Emcor Uk in Peterborough, England, United Kingdom | GBP40,000-45,000 | Kablio

Role

Description

performance reporting

asset database

slas/kpis

dashboard design

it superuser

client management

To maintain the performance mobilisation programme pack, which reflects the contract scope and agreed processes.
Daily, Weekly, Monthly and ad hoc Reporting
Support in the maintenance of the asset database
To complete 100% of allocated performance service stream activities within the M&T programme
To satisfy all contract deliverables
Prepare regular internal status reports identifying current and potential risk and opportunity
To review and understand the commercial obligations for performance management service delivery.
To design the SLAs, KPIs and associated reporting mechanism in collaboration with the commercial manager and account director
To ensure all applicable processes are designed to ensure operational excellence; with waste reduced and value add increased.
Providing information and transferring knowledge to various members of the Management team to aid decision making / improve performance
To ensure that you have the relevant skills and competencies to complete your job effectively
To be an effective member of EMCOR UK’s Mobilisation and Transition team and complete wider activities to support the strategy of this team
To design and implement the contract processes for the account in line with EMCOR MOS, SSOW and HSEQ processes
To effectively establish and manage EMCOR’s relationship with the client counterpart throughout M&T as per the agreed terms of reference document
Generating and analysing data and trend analysis, seeking out insights to report to the client.
Prepare and manage performance risk register during mobilisation phase and hand these to contract lead once steady state has been achieved.
To be organised and proactive at all times, ensuring that workload is prioritised and completed in line with management instruction
To ensure the Helpdesk and scheduling function of the account is set up sufficiently and the CAFM setup to compliment these functions
Design and development of dashboards.
To effectively manage the Performance service stream within mobilisation and transition of new accounts in line with the established M&T Standard Operating Procedure and accredited project management principles
To continually make suggestions for M&T SOP improvements
To always comply with EMCOR UK’S SSOW and HSW Policies and procedures
To act as Superuser on all relevant IT packages and systems
Identify opportunities that can improve efficiency of business processes, particularly asset
To ensure that performance is consistent and satisfactory
To successfully manage and complete effective account recoveries and various change initiatives as and when required
To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties#
to aid decision making / improve performance
To complete all M&T admin tasks
To establish a consistently positive working relationship with all clients and end users
To keep up to date with relevant IT systems and proactively utilise Office 365 and Smartsheet applications
configuring workflows, analyses, templates, reports and other application controls
To support EMCOR UK’s Business Development Team in selling EMCOR UK’s Mobilisation and Transition and performance/customer excellence product to new and existing clients
Working closely with the contract Asset manager and Facilities Managers and supporting the Account Manager to produce data reports.
The creation and programming of MI and KPI reports as well as working with the team to ensure KPI measures are completed monthly.
To ensure processes are consistent reviewed to ensure operational excellence
Lead the creation of and embedding of new processes to support Operations.
Providing information and transferring knowledge to various members of the Management team
To ensure an effective feedback mechanism is in place to allow clients feedback to be monitored and actions logged and closed out
To ensure compliance with all relevant end to end processes applicable to the role
Identify opportunities that can improve efficiency of business processes, particularly asset management & compliance, occupancy and performance data.
To deliver your service in compliance with your allocated budget
To design and implement account recovery plans and change projects
To use Intelex to report any near misses or accidents and ensure actions are closed out prior to deadline
Support in complex analytics application configuration to meet end user requirements while also
Support in complex analytics application configuration to meet end user requirements while also configuring workflows, analyses, templates, reports and other application controls

Requirements

bi tools

project management

six sigma

change management

iosh

ms office

Willingness to train, update and improve themselves for the benefit of the contract.
Valid full driving licence
Technical experience with BI Visualisation tools.
Ability to lead and act with authority when required
The ability to communicate effectively, in both verbal and written forms
Extensive experience within a Business Improvement or Performance Manager role as well as a Change Management role
Project Management accredited (ideally AMPQ)
IOSH accredited
High standard of personal integrity and professionalism with the adaptability to change
The ability to gather information from all relevant sources
To be behave consistently in line with EMCOR UK’s values
Successfully complete any training required
Ability to think and react to immediate problems and issues without losing sight of or compromising long term goals
Six Sigma Accredited (Ideally Green Belt)
Relationship management skills and ability to manage through a team under direct line management and those non-directly managed.
Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense
Demonstrable management and leadership training (ideally ILM3 accredited)
Good, all round knowledge of Maintenance Management disciplines
To complete x6 SCA per annum
Change Management accredited (ideally AMPG)
Excellent organisational and interpersonal skills.
Knowledge of the current legislation and mandatory standards relating to safe working practices.
The ability to make decisions and solve problems - analysing information and evaluating results to choose the best solution and solve problems
The ability to organize, plan and prioritise work
Be resilient under pressure, with good decision-making skills.
The ability to establish, implement and monitor high standards of excellence in areas of quality, safety and operational performance
The ability to communicate with supervisors and peers, providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Be commercially aware and have a sound knowledge of budget preparation, negotiation and management
Thorough technical knowledge, plus relevant experience, of the operation and maintenance of a TFM environment.
A good level of interpersonal and customer relationship skills
Capable of fully utilising programs in the MS Office suite to produce written reports, tracking spreadsheets and presentations.

Benefits

Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
Holiday Buy Scheme - up to 5 days a year
Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
Extensive Learning & Development opportunities, including opportunities for progression.
Refer a Friend scheme – worth £500 per referral
Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
25 Days holidays + Bank holidays
GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
Paid volunteering and charity days
Bike To Work Scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

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.

Culture + Values

People who care
Safe & secure
Together as one
Active & ambitious

Environment + Sustainability

83% SFMI Score

Sustainability Achievement

Received the Gold Award from the Sustainable Food Initiative (SFMI) with an overall score of 83% in 2024.

£51M Value

Economic Contribution

Delivered £51 million in social and local economic value in 2023.

Emission Reduction

Environmental Progress

Reduced scope 3 emissions from 3,398 tCO₂e in 2019 to 2,134 tCO₂e in 2022.

66 Partners

Supply Chain Engagement

Onboarded 66 supply-chain partners to the Sustainability Dashboard, with a target of 120 by May 2022.

Net zero operations target by 2030; value‑chain emissions net zero by 2040
Signatory of UN Global Compact; sustainability framework guided by 8 UN SDGs
Transitioned fleet towards zero‑emission vehicles; offset unavoidable emissions
Route Zero programme measuring scope 1‑3 emissions and providing Z‑Plan roadmap

Inclusion & Diversity

200 leaders

Allyship Training

Delivered allyship training to 200 senior leaders.

37th ranking

Inclusive Employer

Named 37th most inclusive employer in the UK by Inclusive Companies.

Top 50 Employers

Inclusive UK Employers

Awarded Top 50 UK Employers by Inclusive Companies in 2024.

LGBTQIA Network

British Diversity Awards

Awarded Outstanding LGBTQIA Network of the Year in 2024.

Created new female leadership apprentice programme
Pay parity: Real Living Wage paid to all colleagues

Articles

Careers

Case Studies

Sustainability

Role

Description

performance reporting

asset database

slas/kpis

dashboard design

it superuser

client management

To maintain the performance mobilisation programme pack, which reflects the contract scope and agreed processes.
Daily, Weekly, Monthly and ad hoc Reporting
Support in the maintenance of the asset database
To complete 100% of allocated performance service stream activities within the M&T programme
To satisfy all contract deliverables
Prepare regular internal status reports identifying current and potential risk and opportunity
To review and understand the commercial obligations for performance management service delivery.
To design the SLAs, KPIs and associated reporting mechanism in collaboration with the commercial manager and account director
To ensure all applicable processes are designed to ensure operational excellence; with waste reduced and value add increased.
Providing information and transferring knowledge to various members of the Management team to aid decision making / improve performance
To ensure that you have the relevant skills and competencies to complete your job effectively
To be an effective member of EMCOR UK’s Mobilisation and Transition team and complete wider activities to support the strategy of this team
To design and implement the contract processes for the account in line with EMCOR MOS, SSOW and HSEQ processes
To effectively establish and manage EMCOR’s relationship with the client counterpart throughout M&T as per the agreed terms of reference document
Generating and analysing data and trend analysis, seeking out insights to report to the client.
Prepare and manage performance risk register during mobilisation phase and hand these to contract lead once steady state has been achieved.
To be organised and proactive at all times, ensuring that workload is prioritised and completed in line with management instruction
To ensure the Helpdesk and scheduling function of the account is set up sufficiently and the CAFM setup to compliment these functions
Design and development of dashboards.
To effectively manage the Performance service stream within mobilisation and transition of new accounts in line with the established M&T Standard Operating Procedure and accredited project management principles
To continually make suggestions for M&T SOP improvements
To always comply with EMCOR UK’S SSOW and HSW Policies and procedures
To act as Superuser on all relevant IT packages and systems
Identify opportunities that can improve efficiency of business processes, particularly asset
To ensure that performance is consistent and satisfactory
To successfully manage and complete effective account recoveries and various change initiatives as and when required
To ensure KPIs and SLAs are passed so that EMCOR UK does not incur financial penalties#
to aid decision making / improve performance
To complete all M&T admin tasks
To establish a consistently positive working relationship with all clients and end users
To keep up to date with relevant IT systems and proactively utilise Office 365 and Smartsheet applications
configuring workflows, analyses, templates, reports and other application controls
To support EMCOR UK’s Business Development Team in selling EMCOR UK’s Mobilisation and Transition and performance/customer excellence product to new and existing clients
Working closely with the contract Asset manager and Facilities Managers and supporting the Account Manager to produce data reports.
The creation and programming of MI and KPI reports as well as working with the team to ensure KPI measures are completed monthly.
To ensure processes are consistent reviewed to ensure operational excellence
Lead the creation of and embedding of new processes to support Operations.
Providing information and transferring knowledge to various members of the Management team
To ensure an effective feedback mechanism is in place to allow clients feedback to be monitored and actions logged and closed out
To ensure compliance with all relevant end to end processes applicable to the role
Identify opportunities that can improve efficiency of business processes, particularly asset management & compliance, occupancy and performance data.
To deliver your service in compliance with your allocated budget
To design and implement account recovery plans and change projects
To use Intelex to report any near misses or accidents and ensure actions are closed out prior to deadline
Support in complex analytics application configuration to meet end user requirements while also
Support in complex analytics application configuration to meet end user requirements while also configuring workflows, analyses, templates, reports and other application controls

Requirements

bi tools

project management

six sigma

change management

iosh

ms office

Willingness to train, update and improve themselves for the benefit of the contract.
Valid full driving licence
Technical experience with BI Visualisation tools.
Ability to lead and act with authority when required
The ability to communicate effectively, in both verbal and written forms
Extensive experience within a Business Improvement or Performance Manager role as well as a Change Management role
Project Management accredited (ideally AMPQ)
IOSH accredited
High standard of personal integrity and professionalism with the adaptability to change
The ability to gather information from all relevant sources
To be behave consistently in line with EMCOR UK’s values
Successfully complete any training required
Ability to think and react to immediate problems and issues without losing sight of or compromising long term goals
Six Sigma Accredited (Ideally Green Belt)
Relationship management skills and ability to manage through a team under direct line management and those non-directly managed.
Deductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense
Demonstrable management and leadership training (ideally ILM3 accredited)
Good, all round knowledge of Maintenance Management disciplines
To complete x6 SCA per annum
Change Management accredited (ideally AMPG)
Excellent organisational and interpersonal skills.
Knowledge of the current legislation and mandatory standards relating to safe working practices.
The ability to make decisions and solve problems - analysing information and evaluating results to choose the best solution and solve problems
The ability to organize, plan and prioritise work
Be resilient under pressure, with good decision-making skills.
The ability to establish, implement and monitor high standards of excellence in areas of quality, safety and operational performance
The ability to communicate with supervisors and peers, providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Be commercially aware and have a sound knowledge of budget preparation, negotiation and management
Thorough technical knowledge, plus relevant experience, of the operation and maintenance of a TFM environment.
A good level of interpersonal and customer relationship skills
Capable of fully utilising programs in the MS Office suite to produce written reports, tracking spreadsheets and presentations.

Benefits

Access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.
Holiday Buy Scheme - up to 5 days a year
Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
Extensive Learning & Development opportunities, including opportunities for progression.
Refer a Friend scheme – worth £500 per referral
Medicash - Health cash plan - Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
25 Days holidays + Bank holidays
GEMS – Internal recognition scheme with vouchers for Amazon and retail/dining
Paid volunteering and charity days
Bike To Work Scheme

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

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.

Culture + Values

People who care
Safe & secure
Together as one
Active & ambitious

Environment + Sustainability

83% SFMI Score

Sustainability Achievement

Received the Gold Award from the Sustainable Food Initiative (SFMI) with an overall score of 83% in 2024.

£51M Value

Economic Contribution

Delivered £51 million in social and local economic value in 2023.

Emission Reduction

Environmental Progress

Reduced scope 3 emissions from 3,398 tCO₂e in 2019 to 2,134 tCO₂e in 2022.

66 Partners

Supply Chain Engagement

Onboarded 66 supply-chain partners to the Sustainability Dashboard, with a target of 120 by May 2022.

Net zero operations target by 2030; value‑chain emissions net zero by 2040
Signatory of UN Global Compact; sustainability framework guided by 8 UN SDGs
Transitioned fleet towards zero‑emission vehicles; offset unavoidable emissions
Route Zero programme measuring scope 1‑3 emissions and providing Z‑Plan roadmap