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Helpdesk Team Leader – Weekends

Requisition ID: 58873

Domain: Support Services/Customer Services and Administration

Contract type: Permanent

Schedule: Full-Time


EQUANS is looking for a Helpdesk Team Leader – Weekends to join our team based in Bellshill on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £30,900 per annum and benefits package. 

 

Reporting to the BSC Helpdesk Manager, this role is critical and central to this role is providing assistance to the BSC Manager in reducing deductions/service failures as a result of the various payment mechanisms across the PPP/PFI estate, driving a culture of customer service, continuous improvement and ensuring absolute continuity of service 24/7/365.

Please note before applying – Working hours are 4 days, Monday, 8.00am to 3.30pm, Friday, 8.00am to 4.00pm, Saturday & Sunday, 7.00am to 7.00pm, with an unpaid 30 minute break each day.

What will you deliver? 

  • Coordinate the day-to-day tasks of the Business Support Centre Helpdesk, ensuring compliance with contractual KPI targets and SLAs.
  • Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience.
  • Drive the team to take ownership of their tasks and areas of responsibility.
  • Identify and deliver training as required.
  • Ensure that all team members take ownership and have accountability of a problem by ensuring and developing a thorough understanding of processes.
  • Produce and analyse daily/weekly reports to improve and maximise teams’ performance.
  • First point of escalation for issues raised by BSC Co-ordinators.
  • Ensure continuous development and understanding of Maximo/CAFM/system functionality and how to apply this within processes.
  • Performance manage the team including regular 121s to ensure issues are identified and resolved quickly.
  • 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.
  • Assist BSC Manager with 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.
  • 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.

What can we offer you? 

On offer is a salary of £30,900 per annum and benefits package, which includes; 

  • 24 days annual leave (+ public holidays).
  • Life Cover equivalent to 1.5 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? 

 

  • 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.
  • Can demonstrate good leadership skills or potential with excellent communications and organisational abilities.
  • 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 reporting techniques.
  • Knowledge of computer application programs. 

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. 

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. 

Code: CUSENG

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EQUANS is a multi-technical expert that offers a comprehensive range of services across facilities management, energy management and construction.

As an international market leader, we help our customers in the 3 major transitions of today: the energy transition, the industrial transition and the digital transition.

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