Objective:

To act as the first point of contact for emergency calls relating to building operations across the UK outside of business hours. The role ensures urgent issues are triaged, logged, and resolved efficiently by dispatching the correct personnel, keeping stakeholders updated, and maintaining high levels of customer service.

Key Duties:

• Answer and log incoming emergency calls (e.g., leaks, electrical faults, heating/cooling failures, fire alarms, access issues).
• Use clear questioning and listening skills to triage calls, establish urgency, and escalate where appropriate.
• Dispatch jobs to engineers, contractors, or emergency responders and monitor progress to resolution.
• Keep customers and stakeholders informed with timely updates.
• Accurately record all call details and updates within the service management system.
• Manage multiple issues simultaneously, making sound decisions under pressure.
• Ensure complete and accurate handovers between shifts.
• Follow health, safety, and compliance procedures.
• Always deliver a high standard of professionalism, empathy, and reassurance.

Skills & Experience:

Essential

• Excellent communicator with a professional telephone manner.
• Calm and logical in emergency situations.
• Strong problem-solving and decision-making skills.
• Ability to multitask and prioritise effectively.
• High attention to detail with accurate recording of information.
• Comfortable using IT systems, databases, and email.
• Flexible and willing to work irregular hours, including nights and weekends.

Desirable

• Experience in a helpdesk, call centre, or facilities management environment.
• Knowledge of building systems (electrical, plumbing, fire alarms, access control).
• Experience in emergency response or triage-type roles.

Hours & Place of Work

• Remote (UK-based), with initial in-office training as required.
• Shift pattern: 4 days on / 2 days off, 5pm- 1am or 1am to 9am, including weekends and Bank holidays.