Helpdesk Operator - Fire & Security

Location
:
Eastleigh, Hampshire

Salary
: £27,250 per annum + EMCOR Flex Benefits

Working hours
: , 40 hours, Monday-Friday

Contract Type
:
Permanent, Full Time

To be a point of contact for customers, EMCOR UK employees and third‑party suppliers for placing work order requests. The role includes answering queries, logging requests and liaising with relevant stakeholders to ensure works are completed in a timely manner and provided with excellent customer service.

• Answer telephone calls from customers in a polite and friendly manner, taking relevant information and raising jobs.
• Book operatives on site following the access process.
• Coordinate subcontractors and operatives to schedule appointments/repairs.
• Ensure those completing work orders have the correct information required.
• Prioritise emergency works.
• Build positive relationships with the wider team.
• 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 or exceed expectations, including answering queries promptly and respectfully, updating data regularly, and performing administrative duties.
• Record any reported breakdowns and tasking requests correctly.
• Maintain clear and effective lines of communication with facility staff and end user community.
• Deliver excellent customer service.
• Undertake customer satisfaction questionnaires of completed works and record feedback, forwarding negative feedback to the appropriate Manager for further action.

• Practical experience in an FM operational environment is preferable.
• Computer literate.
• Strong communication skills and ability to build relationships at all levels.
• Personable, approachable, flexible attitude and a good collaborator.
• Highly organized.
• 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
• Medicash – Health cash plan covering dental, optical, physiotherapy and wellbeing.
• Employee Assistance Programme – 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 inclusive policies and practices.

Join us in building a better world at work.