Service Delivery Co-Ordinator

Emcor Uk•Lincoln, NE

13d•Onsite

About The Position

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: The role will be split between the Anglian Water and the DHSC contracts, 50% each. The role will report into Alex McKenzie, Regional Facilities Manager for Lincoln on the Anglian Water contract but will also have a dotted line into Michael Hynes, Business Support Manager on the DHSC contract. The role will be based in Lincoln working with Alex and 50% of the time will be working on DHSC work which will involve collating key contract data for One Data World and 50% of the time will be working in the Anglian Water building supporting the EMCOR team there in areas such as completing concierge duties, meeting room checks and management, Incident Command Support as well as being a backfill and support for postal and reception duties.

Requirements

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

Responsibilities

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

Benefits

25 Days holidays + Bank holidays
Company Sick Pay
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.