Vacancy ID
64148
All Locations
Birmingham
Advertising Salary
Competitive
Critical Environments
Hours Per Week
40
Working Days
Monday, Tuesday, Wednesday, Thursday, Friday
Is a Driving License Required?
Driving licence not required

About The Role:

Working Pattern
 
 Shift Pattern Mon-Fri 8am -5pm
 
Role Overview:
Active supervision of the account help desk service, always providing an excellent level of customer service in the delivery of reactive and proactive task handling

Monitoring of service provided to ensure contractual compliance.
 
What you'll do:
  • To take overall daily responsibility and ownership of the helpdesk
  • To supervise the team and ensure all reactive work orders are responded to within timelines
  • Instil a culture of customer service excellence
  • To manage CAFM to ensure work orders are dealt with effectively
  • Monitor and respond accordingly to queries and client requests
  • Co-ordinate faults, schedule to engineers and communicate with customers
  • Liaising with Clients to escalate out of line incidents
  • Ensuring EMCOR UK meet the contractual delivery requirements
  • Raise purchase orders
  • Managing customer meeting arrangements
  • Any other duties, as requested by the management team
  • To provide holiday cover for colleagues when required
 
About the role
Who you'll be:

  • Both verbal and written communication should be excellent
  • Excellent customer service skills including handling of issues and negotiation skills
  • Planning and organisation skills
  • Ability to be resilient under pressure and be able to converse confidently with staff, suppliers, and customers at all levels
  • Computer literate with Microsoft Office knowledge
  • Knowledge and experience in the operation of a CAFM system advantageous
  • Ability to multitask and manage time effectively
  • Personable and approachable

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

 

Why Work for OCS?

Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.

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