Helpdesk Coordinator

EQUANS is looking for a Helpdesk Coordinator to join our team in Location on a temporary basis (11 month FTC). This is a full time role working 40 hours per week. On offer is a salary banding of £23,800 – £24,500 dependant upon skills and experience as well as benefits package. 

Equans is one of the leading Facilities Management service providers, delivering a full range of property management services to the public and private sector.

The Regional Operations Centre (ROC) in Stoke provides helpdesk and business support services to a wide range of facilities management contracts. The Senior Service Co-ordinator will work with a team of Service Co-ordinators to ensure effective daily operations, adhering to performance standards for the contracts within the team, and monitoring resource and demand levels. You will have an in-depth knowledge of the contracts within your team and be able to react effectively to meet the needs of those contracts, You will liaise with contract teams on day to day matters, including the tracking of open work orders. 

You will be expected to deliver excellent customer service, handling enquiries via phone, email and self-service channels. You will respond to, plan and organise the full life cycle of all facilities management work from customer enquiry to job completion, utilising the CAFM system (Maximo). This will include planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined SLA’s and providing administrative support where appropriate.  You will work closely with the team, but be expected to demonstrate the ability to work on your own initiative.

What will you deliver? 

• Provide first-line supervision to a team of Service Co-ordinators to ensure daily operations are effective and efficient. 
• Liaise with Team Leaders to manage resources effectively to meet demand across all contracts within the team. 
• Track daily performance against contractual SLAs.
• Ensure contract guides and information are up to date, liaising with contract teams where necessary.
• Carry out monitoring to ensure quality and adherence to performance standards under the guidance of the Team Leader.
• Act as first point of contact for contract team escalations.
• Provide a friendly and professional point of contact for customers for any queries or concerns.
• Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs). 
• Liaise with wider team members to ensure the best resolution, consistent with the contract.
• Completing all administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to work orders, purchasing and finance tasks.
• Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests and that ensure required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.
• Carry out monitoring of CAFM (Maximo) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s.
• Support the planned maintenance programme by scheduling activities for engineers, sub-contractors and site managers. 
• Comply with company procedures to ensure that all risks relating to safety, health, environment and quality are effectively managed through the use of risk assessments, PPE, training and company procedures to ensure a safe working environment.

What can we offer you? 

On offer is a salary banding of £23,800 – £24,500 dependant upon skills and experience as well as 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.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are we looking for? 

• Relevant  customer service experience.
• Knowledge of FM helpdesk operations.
• Ability to manage workloads effectively.
• Good written and verbal communication skills.
• Self-motivated, professional and enthusiastic.
• Positive team member but with the ability to work on own initiative.
• Willingness to learn and embrace change.
• Able to work in a fast-paced environment.

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.