Helpdesk Operator

At EMCOR UK part of OCS, we deliver facilities management for the Defence sector by combining our engineering heritage with advanced innovation to support mission critical environments. We put people at the heart of everything we do, working closely with Defence customers to understand their needs, from strategic estate priorities to the safe, reliable delivery of day-to-day services across secure sites. For our people, working in Defence offers long term stability and the opportunity to build a meaningful, lasting career. Defence contracts are typically longstanding, providing job security, continuity of work, and the chance to develop deep expertise within complex, high profile environments. Our purpose is to ensure Defence infrastructure remains resilient, compliant, and ready to support operational effectiveness. Through our One Data World platform, we use secure, data-driven insights to optimise performance, proactively manage critical assets, and adapt services to evolving operational demands, while enhancing the experience of personnel on-site. By taking on the complexity of facilities management, EMCOR UK enables Defence organisations to stay focused on their core mission, while we ensure the infrastructure behind it performs without compromise. Role overview To be a point of contact for customers, EMCOR UK employees and third-party suppliers for placing work order requests. Role includes answering queries, logging requests and liaising with the relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service. What you'll do: Work order management:

• Answer telephone calls from the customer in a polite and friendly manner, answering queries, taking relevant information and raising jobs,
• Booking operatives on site following the access process
• Liaise with subcontractors and operatives to schedule appointments/repairs.
• Ensure those completing work orders have the correct information required to complete the job.
• Prioritise emergency works.
• Build positive relationships with the wider team
• To effectively administer the CAFM system in relation to PPM and reactive maintenance on the contract as well as new works requests.
• Adhere to account document management processes and ensure all compliance paperwork is stored correctly.
Drive operational excellence across the portfolio and meet/exceed expectations, tasks include;
• Answer queries promptly and respectfully.
• Ensure data is updated on a regular basis.
• Administrative duties
• Ensure that any reported breakdowns and tasking requests are recorded correctly
• Maintain clear and effective lines of communication with facility staff and end user community.
• Ensure that our client receives excellent customer service.
• Undertake customer satisfaction questionnaires of completed works and record the feedback. Where the feedback is negative, forward to the appropriate Manager for further action.
  
  Practical experience in an FM operational environment is preferable.
• Candidate must be computer literate.
• The ability to communicate effectively and build relationships at all levels.
• Personable, approachable, flexible attitude and a good collaborator
• Highly organised.
• Calm under pressure and able to multi-task effectively.
  
  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
• 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.