Corporate Customer Service Team Leader

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.

The day to day operation is diverse and requires the team to be flexible to not only accommodate the requests received from the building users, but also maintain the high standard of the building itself, and quality of service the building users. The Corporate Customer Service Team Leader will play a pivotal role in delivering this high quality service, by responding to building users and making physical contact as required.

The Corporate Customer Service Team Leader will facilitate the smooth running of the front of house facility, ensuring all queries are dealt with promptly and to a satisfactory conclusion. This role will be a part of the Customer Service team delivering key customer focused services to all building users and visitors. The highest degree of expertise in customer service and communication is required, to ensure all staff and visitors to the building are treated politely, professionally and efficiently, to ensure the best customer experience is consistently delivered in a knowledgeable and professional manner.

As part of the site information hub, the roles include meeting and greeting staff and visitors to the Estate, ensuring conference facilities are set up according to the customer requirement, trouble shooting audio visual issues to ensure all AV equipment is ready for use and taking room bookings. Additionally, the role will include the day to day operation of helpdesk, including logging accurate reactive information on the CAFM database.

• Carry out regular floor walks of the building to ensure any issues are proactively captured and resolved.
• Deploy team appropriately to ensure service is delivered in line with the agreed SLA.
• Line manage and maintain the training, development and succession plans for all members of the team, proactively driving their continuous development and ensuring the performance bar is continually raised.
• Ensure minimum manning levels are maintained to ensure operational delivery at all times.
• Promote by example EMCOR's values in all activities.
• Operation of the conference room systems, room bookings (including ministerial meetings), ensure all audio visual equipment is operating correctly and rooms are set up to a high standard and according to the customer requirement.
• Greet and meet all building users and visitors.
• Demonstrate behavioural awareness of all staff and visitors to the building and respond calmly and in a friendly, helpful manner.
• Provide knowledgeable and informed responses when dealing with customers. Be informed about the building and the surrounding area.
• Be prepared to answer questions and deal with enquiries relating to the building, the visitor's host and host organization, the location of the meeting, the conference area and all other building related information and procedures.
• Ensure all visitors to the building are made aware of the evacuation procedure and the assembly point.
• Follow the process for signing visitors into the building quickly and efficiently, ensuring security processes are adhered to. Make contact with the…