Job Description

Domain: Support Services/Customer Services and Administration

Job type: Standard

Schedule: Hidden (30471)

Equans is looking for a; Team Leader – Helpdesk – Fri-Mon, (hours flexible within the core hours 7am – 7pm) to join our team in Avondale House, Business Support Centre on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary of £30,900 per annum, and benefits package.

Overview:
You will coordinate the day-to-day tasks of the Business Support Centre Helpdesk, ensuring compliance with contractual KPI targets and SLAs as well as Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience.

You will be expected to identify and deliver training as required ensuring that all team members take ownership and have accountability of any problem by ensuring that they develop a thorough understanding of all processes.

you will be producing and analysing daily/weekly reports to improve and maximise teams’ performance and will be a first point of escalation for issues raised by BSC Co-ordinators.

You will ensure continuous development and understanding of Maximo/Planon/CAFM/system functionality and how to apply this within processes, performance manage the team including regular 121s with to ensure issues are identified and resolved quickly.

You will have day to day supervision of the Business Support Coordinators, including but not limited to: conduct, performance, time keeping, attendance and capability; taking the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from the BSC Manager and HR.

What will you deliver?
Management and production of staff rota ensuring coverage for holiday, sick absence etc.
Fully support the BSC Manager by establishing and maintaining an organised, structured, and well managed working environment.
Work with the BSC Manager to develop and maintain the skills and enthusiasm of all Business Support Coordinators.
Point of escalation within BSC and drive up customer perception and satisfaction.
Assisting in the producing of performance reports for senior management, which may include but is not limited to reports on staff performance, service development etc.
Work in conjunction with the other teams within the Business Support Centre and wider teams to ensure a seamless end to end service.
Support with mobilisations and training and induction of new starters.
Work in partnership with the other BSC Team Leaders to support best practice.
Any other duties as required by the BSC Manager.
Assist the BSC Manager on any other tasks not detailed above as required.
What can we offer you?

On offer is a competitive salary and company benefits package, which includes;

24 days annual leave (+ public holidays)
Life Cover equivalent to 1 times annual salary
Employee discount shopping schemes on major brands and retailers
Gym membership discounts
Cycle to work scheme
Holiday purchase scheme
2 corporate social responsibility days per year
Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
Attractive Employee Referral Rewards Scheme
Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
24/7 Employee Assistance Program and access to mental wellbeing app
Who are we looking for?
Minimum 2 years’ experience in a Helpdesk environment (preferably FM).
Previous experience as a team leader preferable.
Commercially astute, used to a contract operating environment with SLAs and KPIs.
Enthusiasm to be a leader in a growing and customer focused environment.
Can demonstrate good leadership skills or potential with excellent communications and organisational abilities.
An outgoing and calm approach that helps to build excellent working relations and a harmonious environment.
Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes.
Excellent communicator and able to influence effectively at all levels.
Knowledge of processes, protocols and procedures, personnel management and personnel policy.
Knowledge of reporting techniques.
Demonstrated skills in employee supervision.
Ability to lead change and innovation.
Interpersonal skills to effectively motivate others.
Knowledge of computer application programs.
Organisational and customer service skills to effectively manage multiple priorities.
Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counselling skills.
Ability to quickly evaluate issues and identify resolution.
Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

Code: CUSENG

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.

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Job location: Bellshill North Lanarkshire United Kingdom

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