Help Desk Coordinator

Location: Eastleigh, SO53 3YE

Salary: £28,288 per annum + Overtime

Hours: Monday to Friday - 08:00 am to 17:00 pm

Benefits: 25 days holidays + Bank holidays - Discount Shopping, Gym, Days Out, Extensive Learning & Development opportunities - including opportunities for progression, Company Pension Scheme, Company Sick Pay.

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:

This role provides first-line support for internal and external customers, managing queries, complaints, and coordinating service delivery. It involves overseeing job scheduling, compliance with SLA/KPI requirements, and maintaining accurate records through platforms like CAFM and JDE. Additionally, the position ensures effective communication, administrative support, and continuous monitoring of service standards to maintain contractual and health & safety compliance.

What you'll do:

• Act as the first point of contact for customers and contractors.
• Handle queries and complaints with strong listening and problem-solving skills.
• Manage client platforms, ensuring fault logs and jobs are resolved promptly.
• Coordinate engineers, communicate schedules, and update customers.
• Prepare complete job packs for billing and process jobs in JDE for invoicing.
• Monitor compliance with SLA/KPIs and escalate issues when needed.
• Raise purchase orders and administer PPMs and reactive works.
• Schedule faults, liaise with subcontractors, and track job progress.
• Support new service contract setup and maintain accurate records.
• Assist with service monitoring, reporting, and continuous improvement.
• Ensure health & safety compliance and attend management meetings.
• Maintain filing systems, contractor registers, and stationery supplies.

Who you'll be:

• Experienced in help desk or call centre environments, with strong customer service skills.
• Confident in coordinating services and working with contractors and suppliers.
• Knowledgeable about compliance, SLAs, and service standards.
• Skilled in handling complaints calmly and professionally.
• Highly organised, able to prioritise and work under pressure.
• Proficient in Microsoft Office and accurate data entry, with good numeracy skills.
• Excellent communicator with a clear telephone manner and strong written English.
• A team player who can also work independently, with initiative and attention to detail.
• Enthusiastic, adaptable, and committed to delivering outstanding service.
• Minimum GCSE passes (or equivalent) and prior customer service or industry experience.

• Holiday Buy Scheme - up to 5 days a year
• 25 days holiday plus bank holidays
• 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.