Corporate Customer Service Team Leader

Job description

Salary: £32,779 per annumWorking Hours: Monday to Friday, either 8:00 to 17:00 or 9:00 to 18:00Location: LondonBenefits 25 days holidays plus bank holidaysHealth Cash PlanDisco unt ShoppingGymDays OutLearning & Development opportunitiesPaid Volunteering DaysPlus many moreSecurity / Clearance Requirements SIA SG licence preferred, but not essential as full training providedBS7858 and BPSS clearance to be obtained prior to startNSV clearance to CTC level – 3 year + resident in the UK for Security Screening purposesCTC clearance obtained during probation periodRole Overview 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 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.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, troubleshoot audio visual issues, take room bookings, and operate the helpdesk, logging accurate reactive information on the CAFM database.What You'll Do 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 team members, proactively driving 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.Operate 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; inform about the building and surrounding area.Be prepared to answer questions and deal with enquiries relating to the building, the visitor's host and host organisation, 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 host, leaving the date and time if leaving a message; keep the visitor updated if they have to wait for their host.Perform fire warden duties in the event of a building evacuation, to ensure the building is cleared in a swift and efficient manner; provide reassurance to staff throughout the process and assist in the reoccupation of the building once the all clear is given.Actively participate and assist as directed/required in business continuity situations (e.g. Communications, directions to hot desks, alternative working arrangements and locations, other ad hoc arrangements).Develop and maintain relationships with all client and ALB departments, particularly including FM representatives and receptionists.Assist the security officers in maintaining the security of the building and be alert to activity in the area; assist in the provision of high visibility guarding in the reception area, and report anything suspicious to the security supervisor or OCEM.Maintain visitor records to ensure accurate management information is available on request, including number of visitors to the building, department and host details.Support the facilities team ensuring a one team approach is adopted.Assist in the management of meeting and conference rooms, including follow up reminders to maximise availability.Provide administration support to the OCEM as required, including logging/closure of on demand reactive tasks.The role demands ability to multi‐task and demonstrate flexibility in the approach to work.Be conversant with all statutory and EMCOR policies and procedures and ensure compliance at all times.A true team player as this role will be fully integrated alongside other internal and external staff in the sites information hub delivering a seamless service regardless of the enquiry.Play an active role in ad hoc duties such as business continuity, building evacuation procedures, building communication and signage.Who You'll Be Experience of visitor management, telephone and helpdesk systems.SIA licence/security guarding experience very advantageous.Conflict resolution training/experience.Fire warden and first aider training and experience very advantageous.Able to work autonomously and maintain the highest standards – must be able to work on own initiative.Ability to multi‐task and manage time effectively.Good all round knowledge of building services operation.Excellent people skills, including good listening skills and behavioural awareness.Sound organisational skills and the ability to prioritise.First class communication skills.Flexibility to provide coverage of other aspects of the service delivery across the account.Excellent IT skills.Smart, presentable appearance at all times.EMCOR UK Benefits Industry leading maternity & paternity policiesRefer a friend scheme – worth £500 per referralGEMS – internal recognition scheme with vouchers for Amazon and retail/diningExtensive learning & development opportunities, including opportunities for progressionDiscount shopping, gym, mobile, family activities, insurance, dining experiences, car leasing and breakdown coverBike To Work SchemeHealth cash plan – Benefits covered include optical, physiotherapy and a health & wellbeingDental schemeAccess to health assessmentsEmployee Assistance Programme – offering guidance and advice on Personal, Health, Legal and Financial queriesAbout 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.Equal Opportunity 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.

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Extra information

Status

Open

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Published at

03-04-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English