Location: RSA - Horsham

Salary: £27,000 per annum

Working hours: 8:00 to 17:00 Monday to Friday, 40 hours per week.

Contract Type: Permanent Full Time 

Benefits: 25 Days holidays + Bank holidays, plus access to Flex Benefits: Discount Shopping, Gym, Mobile, Family Activities, Insurance, Dining Experience, Car Leasing and Breakdown Cover.  

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:

To assist and manage all aspects of the Helpdesk systems required by the EMCOR contracts.  This includes Planned Preventative Maintenance (PPM), Reactive Works, and Project Works in accordance with both client and EMCOR Facilities Services requirements. The requirement to communicate clearly with other personnel and departments and win the commitment of others to achieving high levels of operational performance. 

What you'll do:

• To receive and action direct telephone, email requests for service in accordance with the Help Desk procedures, answering calls in a professional and personable manner
• To monitor and record the response of EFS Technicians to Help Desk requests and to ensure customer satisfaction with the service
• To control the administration of Planned Maintenance system, in accordance with EFS standard procedures including the issuing and tracking of Planned Maintenance dockets
• To monitor and record the response of EFS Technicians to Planned Maintenance dockets and to ensure follow up works are logged and completed
• To control the administration of sub-contractors and suppliers in accordance with EFS standard procedures including the issuing and tracking of purchase orders and sub-contract instructions, operational outlook programmes/site visit documentation, and the induction of sub-contractor visitors to site
• To ensure the operation of the out-of-hours telephone answering service ensuring messages are relayed and actioned in a timely manner
• To receive and make welcome all visitors to the EFS site accommodation ensuring they are correctly hosted and not allowed to wander un-escorted in workshops or the clients site in general
• The overall operational output and performance of the Help Desk facility
• To compile and distribute data relating to utilities, maintenance work and operational costs
• To carry out all reasonable tasks that may be requested from time to time by the client or EFS management
• To uphold and promote the good name of EFS at all times

Who you’ll be:

• Proven experience within a similar role
• Experience of Concept, Care manager, Planet is desirable
• Experience of SLA’s and KPI Monitoring
• Good IT skills including MS Word, Excel, Power point and Project
• Good level of interpersonal and customer relationship skills
• Smart, presentable appearance 

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.

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.